Infrastructure Platform Experience Design, Executive Director

Lead and elevate the end-to-end customer experience for Infrastructure Platforms by managing a team of designers who deliver user experiences for backend infrastructure products and services (e.g., networking, compute, storage, database, cloud platform capabilities). As an Infrastructure Platform Experience Design, Executive Director within Infrastructure Platforms Product Management, you will set the vision and operating model for experience strategy, foundational research, and service design across multiple domains—establishing standards of quality, ensuring consistent delivery, and driving measurable improvements to customer outcomes.

This role blends customer experience leadership with deep user and market research, creating artifacts such as service blueprints and journey maps to identify pain points, define opportunities, and influence cross-functional roadmaps. You will partner closely with technical product managers, solution architects, and network/platform engineers to ensure experiences are coherent across platform surfaces (UI, workflows, APIs touchpoints, documentation and support journeys) and grounded in how infrastructure users actually work.

Job responsibilities

• Manage, coach, and develop a team of designers; set goals, ensure high-quality outputs, and maintain consistent design practices across domains.
• Define and execute an experience strategy aligned to business priorities (adoption, self-service enablement, reduced friction, operational efficiency, customer satisfaction).
• Lead and/or oversee qualitative and quantitative research to understand infrastructure personas (e.g., network engineers, SREs, platform operators, application teams), their workflows, constraints, and decision drivers.
• Assess market patterns and competitor experiences for infrastructure platforms/tools to inform strategy, investment decisions, and differentiation.
• Create and operationalize service blueprints, journey maps, and workflow maps to capture end-to-end experiences across request-to-fulfillment, operations, support, and incident paths.
• Translate insights into clear problem statements, opportunity sizing, experience principles, and prioritized recommendations in partnership with product leadership.
• Collaborate with technical product managers and engineering teams to define experience requirements, success metrics, and acceptance criteria; ensure outcomes are cohesive across products and services.
• Drive adoption of customer-centered practices across product domains; establish rituals, templates, and governance that scale research and service design across Infrastructure Platforms.
• Promote inclusive, accessible, and usable experiences for complex enterprise tooling, ensuring consistency across platform surfaces and user journeys.

Required qualifications, capabilities, and skills

• 7+ years of experience in experience design, service design, UX research/strategy, or related fields, including delivery in complex enterprise environments.
• People management experience leading designers, including hiring, coaching, performance management, and building strong team culture.
• Demonstrated ability to drive customer experience strategy using service design methods (service blueprints, journey mapping, workflow analysis, pain point identification and prioritization).
• Strong capability in foundational research (study design, facilitation, synthesis, storytelling) and converting insights into product direction and measurable outcomes.
• High degree of technical fluency in infrastructure platforms and enterprise technology concepts (e.g., networking fundamentals, cloud, compute/storage/database, identity/access, APIs, observability).
• Proven ability to partner effectively with technical product managers and engineers (including network/platform engineers) and influence roadmaps through evidence and clarity.
• Excellent stakeholder management and communication skills, including executive-level storytelling and alignment across multiple product areas.

Preferred qualifications, capabilities, and skills

• Experience supporting Infrastructure Technology products such as Storage, Database, Compute, and Networking across public and private cloud environments.
• Experience with platform experiences such as self-service portals/console UX, provisioning workflows, service catalogs, entitlement/access flows, operational tooling, and incident/support journeys.
• Experience applying Jobs To Be Done (JTBD) (or similar frameworks) to uncover unmet needs and connect research insights to product strategy and prioritization.
• Familiarity with accessibility and inclusive design principles as applied to enterprise tools and complex information environments.

This position is subject to Section 19 of the Federal Deposit Insurance Act. As such, an employment offer for this position is contingent on JPMorganChase’s review of criminal conviction history, including pretrial diversions or program entries.