Experience Design Vice President- Business Banking

At Chase, we’re proud to serve nearly one third of America’s households with a broad range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. 

We are on a journey to be the most recommended financial partner for small business owners in our communities as they start, run, and grow their business. The Design & Customer Experience (DCE) team is responsible for creating exceptional experiences for Chase’s Consumer and Community Bank (CCB). We are a group of creative collaborators who are passionate about crafting experiences that have meaningful impact on the financial, physical, and emotional well-being of our customers. Our practice is growing, and we are looking for a senior design strategist to develop solutions that guide large-scale innovation and solve complex problems for our customers.

As a Vice President, Experience Design in Business Banking, you will be responsible for developing holistic experience strategies, new concepts, and integrated systems that reflect deep empathy for small business customers and deliver scalable outcomes for our business. You will work closely with cross-functional leaders, using a variety of storytelling, visualization, and framing techniques to convey opportunities and shape the development of our customer- and employee-facing products. You will collaborate with cross-functional teams, coach and mentor designers, and help foster a culture of inclusivity and accessibility. Your expertise in experience strategy and inclusive design will help ensure our offerings are not only visually compelling but also accessible and user-friendly—enhancing the overall customer experience.

Job Responsibilities: 

• Participate in a multidisciplinary team of researchers, product designers, technologists, and business experts to identify new opportunities that create value for customers and achieve shared goals.
• Synthesize disparate inputs from user research, competitor analysis, business requirements, and data into compelling opportunities and visions, and lead structured planning to turn insight into action.
• Create visual artifacts that capture insights, convey ideas, and inspire new thinking.
• Identify, create, and test concepts by prototyping at increasing levels of fidelity.
• Develop, scope, and lead omnichannel design strategy initiatives collaboratively with internal partners, including Design, Technology, Product, Data, Service, Operations, Sales, and the business.
• Work hands-on with internal teams to deliver inspiring and actionable designs, concepts, and frameworks that consider customer desirability, technical feasibility, and business needs.
• Communicate effectively to socialize work, build support for deliverables, influence roadmaps, and drive alignment among stakeholders with diverse needs.
• Advocate for a human-centered design process and take a lead role in developing core practices and artifacts (e.g., mindsets, personas, Jobs to Be Done, end-to-end journeys, service blueprints, prototypes, and strategic frameworks).

Required qualifications, capabilities, and skills

• 5–7+ years of experience in user experience, service design, design thinking, and design research.
• BFA or BA in a field related to AI and/or digital product design.
• Experience using a diverse set of methods and tools drawn from different functions, including (but not limited to) AI creative technologist, behavioral design, futurist, interaction design, human-centered design, and systems thinking.
• Experience in rapid prototyping and testing, with familiarity using leading industry tools such as Figma, Claude Code, and VS Code; portfolio includes lo-fi and hi-fi examples.
• Adept and empathic human-centered designer, creative thinker, and thought leader who can conceive and articulate service experiences that consider physical and digital interactions; portfolio includes breadth of work.
• Experience in digital product development; portfolio includes opportunity sizing, competitive analysis, MVP definition, and solution delivery.
• Familiar with the intricacies of discovering, defining, designing, and delivering omnichannel experiences at scale.
• Excellent written and verbal communication skills, including the ability to clearly present concepts and justify design decisions.
• Comfortable with ambiguity; can work independently with initiative, and collaborate easily and productively with teams.
• Awareness and practical understanding of current AI technologies, including their application and relevance to digital experiences.
• Thrives in a fast-paced, collaborative, team-oriented, cross-functional environment, and can work autonomously. 

Preferred qualifications, capabilities, and skills

• Experience working in finance/banking, or another regulated industry.
• Experience working with BMAD method