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Design Lead

Req #: 180024409_2
Location: Wilmington, DE, US
Job Category: Operations
Job Description:

Delivering exceptional Customer Service is vital at Chase.  It drives our NPS and our ability to build lifelong relationships with customers.  It also directly impacts our brand and reputation.  And, without exceptional self-service In particular, our customers and employees are frustrated and our costs are too high. 

Our goal is to leapfrog competition, not only by improving gaps in self-service, but creating new ways to get service from Chase.  The Journey approach is a new one at Chase; where we are designing the end-to-end service experience as a customer travels across Chase. 
These strategies will drive our approach:
  • We are using data across the customer’s journey to inform what we improve or create
  • We are deploying solutions that are:
  • Prioritized based on cost to Chase and customer pain point, + gap to parity
  • Delivered in a One Chase approach, meaning a consistent customer servicing experience across all Chase channels, products, and LoBs
  • Delivered using new technology that will define Chase as an innovative company
  • Inclusive of all factors that impact a customer’s journey, such as policies, processes, and technology
Our team will own both design and delivery of the Journey, meaning they will design it in partnership with product, channel, and others across Chase, and then ensure delivery across the same centers of excellence.
Our expectation is that Customer Service throughout their journey is a brand differentiator at Chase.
The Role
Journey Design Lead:
  • Creates a customer-centric journey for a specific experience (for example, questioning a charge on their account)
  • Connects the work to drives strategic direction and target design
  • Manages support team of leads and analysts to achieve the journey objectives through journey deployment


  • Bachelor's Degree in a strategic or financial discipline
  • Minimum of 5-7 years’ work experience, ideally in process re-engineering, strategy, or customer-centric function
  • Full understanding of the financial services industry and Regulatory, Legal, and Risk environments
  • Creative thinker who can imagine and “put to paper” what good looks like for a customer
  • Full understanding of emerging customer expectations
  • Knowledge of customer behaviors, sensitivities, and segments
  • Strong communication skills – both written & verbal – with ability to quickly problem solve
  • Management experience – being able to build, drive & motivate teams of various sizes
  • High level of independence, energy, tenacity and integrity, accepts accountability and responsibility
  • Known for being a thought leader and engaged, flexible partner and listener; willingness to contribute on projects outside his/her scope
  • Consultative approach with the ability to interact, influence, and communicate effectively with all levels of the organization
  • Ability to present ideas and results to multiple stakeholders; superior verbal and interpersonal skills
  • Excellent organizational skills with the ability to prioritize and identify big ideas
  • Strong project manager, comfortable in a deadline-driven, fast-paced environment, with flexibility and willingness to adapt and change course as needed
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