Role : Service Designer AWM Ops Change Mobilization
Introduction to JP Morgan Chase & Co.
JPMorgan Chase & Co. (NYSE : JPM) is a leading global financial services firm with assets of
$2.6 trillion and operations worldwide. The firm is a leader in investment banking, financial
services for consumers and small business, commercial banking, financial transaction
processing, and asset management. A component of the Dow Jones Industrial Average,
JPMorgan Chase & Co. serves millions of consumers in the United States and many of the
world's most prominent corporate, institutional and government clients under its J.P.
Morgan and Chase brands.
Asset & Wealth Management Background
With client assets under supervision of $2.3 trillion and assets under management of $1.7
trillion, J.P. Morgan Asset & Wealth Management (AWM) is one of the largest asset and
wealth managers in the world. AWM offers global investment management in equities,
fixed income, real estate, hedge funds, private equity, liquidity, and multi-asset solutions. It
also provides trust and estate, banking, and brokerage services to high net worth clients, and
retirement services for corporations and individuals.
AWM Service Design Practice
Mission to be created by the people joining to lead and shape this Practice.
Vision - A vibrant creative team making tangible the target Asset and Wealth Management
AWM) service experience and prototyping towards it.
Location - small and nimble teams in NYC, London, Hong Kong, and Mumbai or Bengaluru.
What we mean by Service Design’ - Service Design is grounded on 2 fundamental
target service experience, and value proposition, across all touch-points with which the
client or internal user client interacts
client-experience, including the visible touch-points known and used by the endcustomer
aka front-stage), to the processes, people, policies, and tools within the
organisation (aka back-stage), in order to implement the target service
Important to us :
goals, pain, and ideas, so that we and others can speak insightfully on their behalf
Design to solve wicked’ problems and identify a more desirable future
partner practices, so that we can learn quickly how to enable both customers &
employees to achieve their goals in new and innovative ways
and providing opportunities for others to learn about creativity and design and be
given opportunities to apply these skills with the support of senior leaders
The position : Service Designer
Service Designers design the end-to-end journey of a service, enabling a user to achieve their
goals, and the business deliver target outcomes. Their work may involve the creation of, or
changes to, processes, products, and content across both digital and offline channels
provided by different areas of the business.
Service Designers come from many backgrounds, and we are interested in those who, in
addition to being an experienced Service Design practitioner, have depth in one or more of
the following areas : Research, Visual Design & Illustration, Prototyping, Value Proposition,
Your contribution at JPM
thinking, you will be able to write Service Design project proposals, run workshops that
bring the user to the centre, defining an optimum service experience
Maps, Concept Designs, Service Experience Prototypes, Empathy Maps, and Value
Propositions, for the creation and evolution of products and services
technologists, product managers, and business teams, on the feasibility &
implementation of these, leading service quality reviews with senior business leaders.
adoption of design thinking and design doing in their respective business groups
apprenticeship scheme who are considering reskilling and moving into a design role
overseeing activities and deliverables, managing stakeholder expectations, escalating
issues, and ensuring work is aligned to the values and principles of the SD Practice
You are someone who wants to influence your own development, who views a job title not
as the final definition of who you are, but the starting point. Under no-illusions about the
challenge, but resolute to embody the change you want to see, you want to be part of a
team who take deep care in their craft and go out of their way to support one-another.
Designer) / 10+ years of experience (Lead Service Designer)
digital touch-points and non-digital channels
at either conferences or academic institutions
leader as well as an individual contributor
other similar tools used widely in the design community