CIB - Service Designer - Executive Director

Location:Greater London
Job Type:Full Time

Service Designer Corporate and Investment Banking

About J.P. Morgan

JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $2.5 trillion and operations worldwide. The firm is a leader in investment banking, financial services for consumers and small business, commercial banking, financial transaction processing, and asset management. A component of the Dow Jones Industrial Average, JPMorgan Chase & Co. serves millions of consumers in the United States and many of the world's most prominent corporate, institutional and government clients under its J.P. Morgan and Chase brands. Information about JPMorgan Chase & Co. is available at

At JPMorgan’s Post Trade division we build and run state of the art IT systems that allow our clients and in-house experts to manage complex trades fast and effectively across the globe. In London and Bournemouth we are now looking for experienced Service Designers to help us create those first class customer experiences and introduce a Design Thinking culture.

The position: Service Designer

Our Service Designers look at products and services holistically from the user’s point of view. This enables our business to identify the greatest opportunities for creating value, and targeting investment effectively. Service Designers at JPM help create first class services for our clients and internal users.

Beyond creating innovative services, our Service Designers promote a culture of innovation through Design Thinking across the firm. Taking a client-centric perspective, we challenge conventions to find a fresh perspective, co-create with experts from different disciplines and stakeholders, then prototype and iterate to fail early and learn fast.

Your contribution at JPM

  • Using a range of Service Design tools and methodologies, you will be able to engage teams and run workshops that bring the user to the centre, defining an optimum service experience.

  • The artefacts you will produce include Service Design Blueprints, illustrated Journey Maps, Concept Designs, Service Experience prototypes, Empathy Maps and Value Proposition Proposals for the creation of products and services.
  • Working across digital and physical channels you will be able to plan, prioritize, coordinate and conduct different types of user research to establish user needs.
  • You will build low-fidelity prototypes to explore concepts and test ideas.
  • Exploring service metrics with the Head of Design, you will partner with technologists and business teams on the feasibility and implementation of proposed solutions, and run service quality review sessions with senior business leaders.
  • You will actively contribute to an interdisciplinary team that includes other designers, project management, business and brand strategists, hardware and software developers.

You are:

Someone who wants to influence your own development. You’re looking for a company where you have the opportunity to pursue your interests across functions and geographies, and where a job title is not considered the final definition of who you are, but the starting point. You will be experienced, under no-illusions about the challenge, but resolute to embody the change you want to see as part of a team of design-thinkers who will support one-another.

  • At least 8 years of Design Thinking or Service Design experience.

  • Hands-on experience of designing for a variety of digital touch-points and non-digital channels.

  • A passion for Customer Experience Design and its centrality to the future success of large organisations.

  • Strong project and people management skills. Must be able to function as a project leader as well as an individual contributor.

  • A strong speaker and presenter, at either conferences or academic institutions.

  • Proficiency with design and prototyping tools such as AdobeCC, Sketch and InVision

  • Knowledge of capabilities and limitations of Web technologies such as HTML, JavaScript, Flash, and CSS.

  • Excellent communication and organisation skills.
  • Degree in Art, Philosophy, Human-Computer Interaction or a related design or behavioural science discipline.

  • A passion for creating products that resonate emotionally with people.

About J.P. Morgan’s Corporate & Investment Bank:

J.P. Morgan’s Corporate & Investment Bank is a global leader across banking, markets and investor services. The world’s most important corporations, governments and institutions entrust us with their business in more than 100 countries. With $18 trillion of assets under custody and $393 billion in deposits, the Corporate & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world. Further information about J.P. Morgan is available at

“JPMorgan Chase & Co. offers an exceptional benefits program and a highly competitive compensation package. JPMorgan Chase & Co. is an Equal Opportunity Employer and a member of the UK Government’s Disability Confident Scheme.”