Merchant Services-VP, Client Journey Design Lead at JPMorgan Chase Bank, N.A. (Jersey City, NJ)

JPMorgan Chase Bank, N.A.

Merchant Services is investing in a global leadership position in the rapidly evolving payments landscape with an aggressive transformation agenda. This multi-year, firm-wide strategy will build customer-centric payments solutions for business clients. It’s a unique opportunity to build a modern product suite on a cloud-based, big data platform at an enterprise scale. In addition, the agile operating model will co-locate product owners, designers, and engineers to rapidly bring-to-market new product features. As a result, this transformation team will leverage the power of the firm to help clients expand globally with speed, efficiency, and innovation.

Position Summary

JP Morgan Merchant Services is seeking a product strategy or design leader (VP, Client Journey Design Lead) to take ownership of transforming ideas and challenges into clear solutions that solve real customer problems. This is a global role.

This candidate will champion VOC and obsess about designing client centric products that answer client/user pain points, global market needs, and emerging trends in the payments industry. The ideal candidate comes from a product strategy or product management background with a strong tendency towards human centric design. They must have a deep understanding of the payments industry, the merchant value chain and be able to translate feedback and insights into product strategy and vision. JP Morgan is seeking an organized and self-motivated team player that has superior influencing / relationship management skills, and strong cross-functional leadership.


Create product vision and lead product strategy

Lead client interviews and user research sessions

Create a design briefs based on user research

Market and client pain point analysis

Evangelize story telling recommendations and presentations at the executive level

Visualize the data using UX/CX frameworks like journey mapping

Create wireframes and prototypes:
* Frontend programming experience is a plus
* UX/UI design is also a plus

Problem driven design thinker


Obsess on market conditions and industry trends that influence client needs and pain points

Be a thought leader for product and technology stakeholders by turning client feedback, research and insights into meaningful solution concepts

Create and drive a shared vision for the client journey by employing prototypes, journey maps and blueprints

Lead workshops with clients and internal stakeholders to identify key problems to solve and gather feedback on design concepts

Design or define new concept strategies for future state product features

Cross-functional leadership within the team and with stakeholders

Continually advocate for clients throughout the product development lifecycle


8+ years of experience in payments or related industry

8+ years of experience in a product strategy or management role

Has a deep understanding of the payments industry, the merchant value chain, industry trends and emerging technologies

Proven track record of understanding client and market needs and taking a human centered approach to product/experience design

Proven experience delivering in an Agile and product centric environment

Strong ability to analyze opportunities & problems, recommend solutions, and communicate effectively & confidently (both verbal and written)

Strong ability to create compelling presentations with a proficiency in PowerPoint

Strong executive presence; comfortable interacting with and presenting to all levels of management

Is a self-starter and can both work independently and productively work in a matrixed organization

Positive, team-oriented attitude and with an ability to inspire those around them

Strong creativity, empathy, passion, and problem-solving ability.

Bachelor’s degree required

Travel requirement: approximately up to 25% (conditions permitting)JPMorgan Chase & Co., one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world’s most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. In accordance with applicable law, we make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as any mental health or physical disability needs.

Equal Opportunity Employer/Disability/Veterans

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