Experience Design, Executive Director

1 week ago

mumbai, India JPMorgan Chase & Co. Full time

Chase is looking for an experienced, broad-minded Executive Director, User Experience to help us evolve our design practice, improve quality, and scale our team in India. You will build and empower high-performing design, research, and content teams within the Operations line of business.

The Design and Customer Experience (DCE) team is responsible for creating exceptional experiences for Chase’s Consumer and Community Bank. We are a group of creative collaborators who are passionate about crafting experiences that have meaningful impact on the financial, physical, and emotional wellbeing of our customers and employees who use the experiences we help design.

The Executive Director (ED), User Experience is a strategically important role, straddling executive leadership and the management efforts that get things done. EDs drive change through relationships with executives and peers, situating their UX teams organizationally for broad impact. They work with executives to inform product and experience strategy and collaborate with cross-functional peers to translate that strategy into a set of product development workstreams. EDs work closely with the Managing Director to successfully navigate the organization and frame their proposals in a way that will influence executives. 

Executive Directors that succeed are strong diplomats and storytellers, using their relationship skills to bring non-designers into the work, and storytelling to persuade and influence stakeholders to drive user-centered desired outcomes. 

Employee-facing tools should demonstrate the same care and craft as consumer software, designed with contemporary user- and human-centered practices. This transformation requires research and design influence and contributions at the highest organizational levels. Working alongside our Managing Directors, the Exec Director, User Experience will lead efforts across Operations. In addition, we have call centers in Mumbai, and a research-focused background will be very important to best understand the needs of our employee community.

Directors are the standard bearers for recruiting and hiring, working with managers to maintain a high bar for talent, crucial as we continue to scale our organization. In addition, this role will be the local manager in Mumbai for all of our design talent, and part of a larger cohort of design leaders across India to help us grow our practice.

Job Responsibilities

Collaborate with Product, Data and Engineering Executives to scope and plan work across the Operations quad Educate the larger community outside of design around our methodology and way we work inside the product model Use UX and product strategy to articulate a product vision, roadmap, and requirements, and organize the work of the teams Connect the work of the team to the specific business needs, the competitive landscape, and navigating JPMC to situate teams for success Work with other design leaders across India to build a unified strategy that supports opportunity for the entire team Support creation of new product and business strategy at the intersection of user needs and business goals People management for more senior Product Designers and Content Designers, including 1:1s, professional development, performance reviews, etc.

Required Qualifications, Capabilities and Skills

Bachelor’s Degree in relevant design or research discipline (., Interaction Design, HCI, User Experience Design, , sociology) or equivalent work experience Experience leading parallel programs of work through full product development cycles in discovery, concepting, prototypes, specifications, and enablement Experience working with executives on crucial, fuzzy, ambiguous, ‘Big Picture' strategic challenges that touch many teams Prior work involves leading design teams (with other Designers, UX Researchers, and Content Designers) and cross-functional collaboration with senior Product Managers and Engineering leads Strength in Interaction Design, Visual/UI Design, and Information Architecture; proficiency in adjacent skills such as User Research, UX Writing, Prototyping, and Service Design Comfortable with structuring and planning design work in cross-functional contexts

Preferred Skills

Excellent communication and presentation skills, including rationale and storytelling that persuades senior leaders Strong facilitation skills and experience employing a variety of methods and techniques; able to get senior executives to actively participate in collaboration sessions Advocate for Accessibility Guidelines and Inclusive Design practices Has driven new business thinking and strategy through their user-centered design work

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