Experience Design, Vice President

As an Experience Design, Vice President within Chase, you will lead early-stage and zero-to-one initiatives, working from a blank canvas to translate complex customer and business challenges into elegant solutions. Many of the opportunities you'll lead will be early-stage or zero-to-one initiatives, requiring comfort working from a blank canvas and translating complex customer and business challenges into elegant solutions. You'll be expected to think beyond current-state experiences, leveraging customer insights, research, data, and emerging technologies to envision future-state solutions that strengthen customer engagement and help Chase stand apart in the market.

At the same time, you'll remain hands-on throughout the design process, leading discovery, shaping concepts, creating prototypes, refining experiences with Technology and Product partners, and helping guide solutions into production.

Job Responsibilities

• Collaborate with cross-functional partners, including Product, Research, Content, and Technology, to define product strategy aligned to customer needs, business goals, and long-term opportunities.

• Lead and facilitate stakeholder discussions to build alignment, drive decision-making, and move initiatives forward in fast-paced and evolving environments.

• Lead discovery efforts to uncover customer needs, identify opportunity areas, and translate findings into actionable solutions and strategic recommendations.

• Get hands-on designing end-to-end experiences, leveraging research, customer insights, data, and design thinking best practices to inform your work.

• Participate in research activities, including user interviews, surveys, focus groups, usability studies, and other customer-learning initiatives.

• Lead design activities and creation of UX artifacts for web, mobile, and omnichannel experiences, including journey maps, conceptual models, user flows, wireframes, and high-fidelity prototypes, in close partnership with content designers and UX researchers.

• Partner closely with Product and Technology teams throughout the delivery process to refine solutions, evaluate feasibility, and help ensure successful implementation into production.

• Explore and apply emerging tools, including AI-powered solutions such as Claude and other design-enablement technologies, to support ideation, concept development, prototyping, and workflow efficiency.

• Develop and sustain effective cooperative working relationships with peers, managers, and stakeholders across the organization.

• Create compelling presentations and executive-ready narratives that communicate progress, key insights, customer needs, design recommendations, and strategic direction for leadership reviews and stakeholder decision-making, often within tight timelines and fast-moving project cycles.

Required Qualifications, Capabilities and Skills

• Bachelor's Degree (or higher).

• 8+ years of professional experience designing and delivering customer-facing products and experiences for web and mobile applications.

• Experience leading complex initiatives and influencing cross-functional stakeholders in fast-paced environments.

• Track record of driving work from early-stage discovery and concept development through delivery and production readiness.

• Advanced to expert skill level designing and prototyping in Figma.

• Strong visual design skills and experience in service design.

• Deep knowledge of user-centered and human-centered design approaches.

• Experience working with cross-functional teams through discovery, ideation, prototyping, testing, enablement, and delivery using Design Thinking and Agile best practices.

• Strong storytelling, communication, and stakeholder-management skills.

• Experience creating presentations in PowerPoint and Figma.

• Proven ability to develop creative, differentiated solutions that solve customer problems and support business goals.

Preferred Qualifications, Capabilities and Skills

• Understanding of Accessibility Guidelines and Inclusive Design practices.

• Experience designing for large-scale, omni-channel products and services.

• Experience working on zero-to-one initiatives, innovation programs, or emerging product experiences.

• Proficiency using Claude and other AI-powered tools to support research synthesis, ideation, concept development, prototyping, and design workflows.

• Demonstrated curiosity and passion for emerging AI capabilities and their application within digital product and experience design.