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Service Designer - cxLoyalty

Company: JPMorgan Chase
Location: Eden Prairie
Posted on: August 3, 2022

Job Description:

cxLoyalty, a division of JPMorgan Chase, is looking for a Service Designer who is highly motivated, passionate about human-centered design, and has a proven track record for designing excellent end-to-end experiences in collaboration with clients and partners. As a Service Designer within the Experience Research and Design team, you will be a key contributor, working across departments and teams to design impactful end-to-end experiences. You will help empower our Customer Service team so that they are equipped to deliver exceptional service; both for happy paths, as well as service-recovery scenarios. While the primary focus will be on customer support touchpoints and tools, you will also consider how additional functions like digital products, program, data, insights, and clients contribute to ensure that we build holistic and connected end-to-end service experiences. Responsibilities (Practice skills, Collaboration, Communication/Soft skills) Create process and user flows, journey maps and interaction models, resulting in low to high fidelity prototypes, artifacts, and tools to inform longer-term pivotal initiatives and shorter-term roadmaps for digital and non-digital experiences Uncover user needs through research, develop deep insights, generate concepts, and craft how people will interact with the products and services we design Work in close collaboration with Customer Support, User Research and Digital Product Design, and clients to inform customer goals and identify high-impact opportunity areas Alongside individual contributor work, you'll also play a role in shaping the service design practice and inspiring others to deliver high-quality end-to-end experiences Advocate for the customer through human centered design methodologies (like design research, service blueprinting, collaborative work session design and facilitation, rapid prototyping, and frameworking) to strategically define ideal experiences across in-person and digital touchpoints Design within existing - and creating new - standards to contribute to our internal design system, best practices, and guidelines Collaborate effectively with cross-functional peers and nurture positive relationships Explain and discuss experience design decisions eloquently and give design feedback Deliver and support effective storytelling and presentation of visual concepts to various stakeholders What you will bring Passionate about creating experiences that fuse physical and digital through research, analytics, design and delivery Clear demonstration of service design methodology application and mastery of techniques (e.g., Service blueprints, trend and market analysis, user journey maps) to tie external and internal experiences together Understanding of areas of specialization within the greater design landscape, including but not limited to Digital Design, Design Research, and Content Design Familiarity with rapid prototyping methods, ranging from paper sketching to digital prototypes Knowledge of current and upcoming experience design trends with a high aptitude for learning An understanding of how experience design choices translate in development and operational procedures Ability to naturally engage with people at a deep level whether observing or interviewing customers, working with fellow team members, clients and channeling the inner creative Critical and creative thinking while maintaining close attention to detail Ability to adapt to a wide range of project types and timeframes A natural inclination towards and passion for customer experience and service design Demonstrated interest and aptitude in service design methods Impeccable design sense with a keen eye for detail Solid instincts about when to hold the line on methodological rigor, and when to adapt to the changing demands of a project Qualifications 1+ years' experience with each of the following: Interaction Design and/or Service Design across varied users, business problems, and devices creating experience maps, user journeys and service blueprints, interaction models, flows, and wireframes rapid prototyping methods, ranging from paper sketching to digital prototypes requirements gathering and communication between design teams, workstreams and clients A background in Experience Design, Industrial Design, I/O Psychology or some combination A strong portfolio that reflects a range of projects and demonstrates high-quality service design outcomes

Keywords: JPMorgan Chase, Eden Prairie , Service Designer - cxLoyalty, Other , Eden Prairie, Minnesota

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