Experience Design Lead, Vice President

Shape the future of user experience with strategic design initiatives that blend business needs and user insights.

As an Experience Design Lead, Vice President in Infrastructure Platforms Foundational Services, you will play a pivotal role in shaping the user experience across our products and services. Leveraging your deep knowledge of design and research practices to lead strategically important initiatives and develop innovative solutions that align with business requirements and user needs. As a subject matter expert, collaborate with cross-functional teams, guide, and mentor junior designers, and foster a culture of inclusivity and accessibility. Your expertise in experience strategy and inclusive design will ensure that our offerings are not only visually appealing but also accessible and user-friendly, enhancing the overall customer experience.

Job responsibilities

• Develop and execute design/research strategies for complex projects and ensure alignment with business objectives and user needs across multiple product areas
• Diagram service flows and product features, design wireframes, and prototype interactions for key touchpoints as you lead end-to-end design initiatives within a specific domain.
• Drive the adoption of inclusive design practices and accessibility guidelines, mentor junior designers and foster a culture of diversity and inclusion
• Collaborate with cross-functional teams to integrate user experience design into the product development processes and ensure seamless and customer-centric solutions
• Analyze market trends, gather feedback from user research, and learn from data insights to inform design decisions and optimize user experiences across various platforms and channels.
• Define and lead the experience design strategy for Infrastructure Platforms Foundational Services, aligning design priorities to business goals, platform strategy, operational resilience, and measurable customer outcomes.
• Ensure end-to-end service and product journeys are considered across Foundational Services, including Storage, Network Services, Data Protection & Recovery, and Data Center Services.
• Partner across SRE & Automation, Production Services, Risk & Controls, and adjacent Infrastructure Platforms domains to create consistent, connected experiences across shared platforms, touchpoints, and handoffs.
• Develop and institutionalize service design artifacts, journey maps, service blueprints, standards, and reusable interaction patterns that improve usability, accessibility, scalability, and consistency across enterprise infrastructure experiences.
• Use research, journey analysis, operational data, and customer feedback to identify friction points, inform prioritization, and improve experiences across multiple product and service areas.
• Partner with engineering and architecture teams to design trustworthy technology-enabled and AI-enabled interaction models that balance automation, transparency, control, and operational safety.

Required qualifications, capabilities, and skills

• 5+ years of experience or equivalent expertise in user experience design or similar roles.
• Demonstrated ability to create visual representations of user journeys, such as storyboarding, wireframes, and prototypes.
• Demonstrated experience in inclusive design and accessibility guidelines, with the ability to incorporate diverse perspectives and abilities into design solutions.
• Proven ability to develop experiences that meet or exceed the initial proposal of a product or experience, including the development of transformational innovation strategies and the creation of 'north star' representations to drive customer-centric decision-making.
• Advanced technical literacy, including an advanced understanding of client-side technologies, APIs, microservices, and the components of the technology stack, as well as their impact on user experience.
• Extensive experience in product design, experience design, service design, or human-centered design leadership, including leadership of strategically important initiatives across complex enterprise environments.
• Demonstrated ability to define and execute experience strategy across multiple product or service areas, aligning user needs, business objectives, technology constraints, and operational considerations.
• Deep experience designing for highly technical platforms, infrastructure products, engineering workflows, or operational environments, with strong fluency in complex systems and service dependencies.
• Strong understanding of enterprise platforms, SRE and automation practices, service operations, developer and operator experience, accessibility, and data-informed design decision-making.
• Experience establishing standards, frameworks, and quality benchmarks that scale across teams and improve consistency, usability, and effectiveness of digital and service experiences.
• Exceptional communication, storytelling, facilitation, and executive presentation skills, with the ability to translate complex technical ecosystems into clear experience strategies and actionable design direction.

Preferred qualifications, capabilities, and skills

• Design leadership or managerial experience
• Experience within large-scale infrastructure, platform engineering, cloud operations, or financial services environments.
• Experience working in highly regulated, risk-aware environments with an appreciation for governance, controls, resilience, and operational safety.
• Experience applying service design, journey mapping, blueprints, and systems thinking to improve end-to-end enterprise and customer experiences across organizational silos.
• Familiarity with technology-enabled or AI-enabled tools that can enhance research, design, automation, and operational experiences in complex enterprise settings.
• Familiarity with designing AI-assisted enterprise experiences and human-in-the-loop operational systems.
• Experience advising executive leadership on transformation initiatives, operating model changes, or strategic investments related to product, platform, or service experience.

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.