Creative services designer job description

cx Loyalty, a division of JPMorgan Chase, is looking for a Service Designer who is highly motivated, passionate about human-centered design, and has a proven track record for designing excellent end-to-end experiences in collaboration with clients and partners.
As a Service Designer within the Experience Research and Design team, you will be a key contributor,

working across departments and teams to design impactful end-to-end experiences. You will help empower our Customer Service team so that they are equipped to deliver exceptional service; both for happy paths, as well as service-recovery scenarios.

While the primary focus will be on customer support touchpoints and tools, you will also consider how additional functions like digital products, program, data, insights, and clients contribute to ensure that we build holistic and connected end-to-end service experiences.

Responsibilities (Practice skills, Collaboration, Communication/Soft skills)
Create process and user flows, journey maps and interaction models, resulting in low to high fidelity prototypes, artifacts, and tools to inform longer-term pivotal initiatives and shorter-term roadmaps for digital and non-digital experiences Uncover user needs through research, develop deep insights, generate concepts, and craft how people will interact with the products and services we design Work in close collaboration with Customer Support, User Research and Digital Product Design, and clients to inform customer goals and identify high-impact opportunity areas Alongside individual contributor work, you'll also play a role in shaping the service design practice and inspiring others to deliver high-quality end-to-end experiences Advocate for the customer through human centered design methodologies (like design research, service blueprinting, collaborative work session design and facilitation, rapid prototyping, and frameworking) to strategically define ideal experiences across in-person and digital touchpoints Design within existing - and creating new - standards to contribute to our internal design system, best practices, and guidelines Collaborate effectively with cross-functional peers and nurture positive relationships Explain and discuss experience design decisions eloquently and give design feedback Deliver and support effective storytelling and presentation of visual concepts to various stakeholders
What you will bring
Passionate about creating experiences that fuse physical and digital through research, analytics, design and delivery Clear demonstration of service design methodology application and mastery of techniques (e.g., Service blueprints, trend and market analysis, user journey maps) to tie external and internal experiences together Understanding of areas of specialization within the greater design landscape, including but not limited to Digital Design, Design Research, and Content Design Familiarity with rapid prototyping methods, ranging from paper sketching to digital prototypes Knowledge of current and upcoming experience design trends with a high aptitude for learning An understanding of how experience design choices translate in development and operational procedures
Ability to naturally engage with people at a deep level whether observing or interviewing customers, working with fellow team members, clients and channeling the inner creative Critical and creative thinking while maintaining close attention to detail Ability to adapt to a wide range of project types and timeframes A natural inclination towards and passion for customer experience and service design Demonstrated interest and aptitude in service design methods Impeccable design sense with a keen eye for detail Solid instincts about when to hold the line on methodological rigor, and when to adapt to the changing demands of a project


Qualifications
1+ years' experience with each of the following: Interaction Design and/or Service Design across varied users, business problems, and devices creating experience maps, user journeys and service blueprints, interaction models, flows, and wireframes rapid prototyping methods, ranging from paper sketching to digital prototypes requirements gathering and communication between design teams, workstreams and clients A background in Experience Design, Industrial Design, I/O Psychology or some combination A strong portfolio that reflects a range of projects and demonstrates high-quality service design outcomes


cx Loyalty, a subsidiary of JPMorgan Chase, is a leading provider of loyalty technology services with rewards content in relevant categories including travel, gift cards, merchandise and incentives while using data and analytics to personalize, optimize and deliver a world-class customer experience. We have more than 40 years of experience designing, administering and fulfilling market leading loyalty programs for our respected clients and their customers. Based in Stamford, Conn., cx Loyalty has more than 1,700 associates and provides services to consumers located in 14 countries.

Minimum qualifications:

+ Bachelor's degree in Electrical Engineering, Computer Science, or equivalent practical experience.

+ 3 years of experience in functional verification, performance validation, developing test plans and diagnostic codes of modern processors.

+ Experience with processor microarchitecture.

Preferred qualifications:

+ Master's degree in Electrical Engineering, Computer Science.

+ Experience with ARM Instruction Set architecture.

+ Experience with UVM, SystemVerilog, or other scripting languages such as Python, Perl, Shell, Bash, etc.

+ Knowledge of general purpose operating systems, such as Linux and Android.

In this role, you will own functional verification for part of a CPU design. You will develop functional verification infrastructure and for some roles write diagnostic codes to ensure functional correctness of a design. You will use CPU and ISA domain knowledge as well as design specifications to develop test plans for functional units and subsystems. You will work closely with front end design, architecture, and performance teams to ensure architectural compliance, functional correctness, as well as meeting IPC performance goals. You will analyze coverage from various dimensions and develop monitors and checkers for better quality assurance. *This position requires access to equipment, technical data and technology that is highly controlled under the Export Administration Regulations (EAR). Such access is restricted to U.S. persons or those otherwise authorized by the U.S. government.

Google's mission is to organize the world's information and make it universally accessible and useful. Our team combines the best of Google AI, Software, and Hardware to create radically helpful experiences. We research, design, and develop new technologies and hardware to make computing faster, seamless, and more powerful. We aim to make people's lives better through technology.

+ Design verification for future CPU developments.

+ Build functional verification infrastructure, which will include unit, multi-unit, core, and subsystem level verification environments.

+ Produce diagnostic code repositories that sufficiently enable production of quality CPUs

+ Support functional verification and performance validation for both pre-silicon and post-silicon.

• Preferred team member live in Maryland, but not required.
• Demonstrated interest and aptitude in service design methods
• Team players that wears empathy on your sleeve and champions the user's direct needs.
• Strong verbal and written skills
• Strong visual skills, experience delivering multiple digital products from start to finish
• Strong communication skills, with the ability to engage directly with stakeholders
• Ability to align multiple stakeholders on a singular product vision
• Ability to identify and communicate constraints and can work within them.
• Experience establishing, iterating, and documenting research findings.
• Strong aptitude to facilitate and lead design workshops or community of practice sessions
• Strong communication skills with the ability to break down complex concepts clearly and persuasively across different audiences.
• Experience working in an agile team
• Strong understanding for designing accessible (a11y, WCAG, 508 Compliance) digital products

Qualifications/Experience

• Understanding of service design principles, design thinking, human-centered design, visual design, interaction design, content design, user research, and user-centered design strategies.
• Experience working with the Center for Medicaid & Medicare (preferred)
• 4 - 6+ years of experience designing digital (web, mobile, or other digital) products
• Experience of three basic service movements: before, during, and after.
• Ability to absorb large amounts of potentially conflicting information and use it to produce simple designs.
• Ability to identify and communicate constraints and work within them.
• Strong foundation in visual design. You obsess over the details but you know when to be agile and push for MVP (ship it).
• Ability to authoritatively communicate and facilitate discussion around usability, accessibility and interaction design.
• Experience with visual and user interface design, including typography, layout, color theory and common interaction patterns.
• Ability to work collaboratively within a group, actively network with others and provide varying feedback to the team at the appropriate time to ensure that decisions stick.
• Ability to select the appropriate prototyping method for the task at hand.
• Ability to identify and communicate constraints and can work within them.
• Experience establishing, iterating, and documenting design patterns to solve problems.
• Ability to effectively communicate research findings, conceptual ideas, detailed design, and design rationale and goals both verbally and visually.
• Experience using a variety of design and prototyping tools.
• Experience implementing and coaching others on design best practices and standards.
• Ability to communicate (complex) interaction concepts clearly and persuasively across different audiences and varying levels of the organization.
• Strong communication, presentation, and analytical skills.

Benefits

We are a small yet growing company that is starting to make some noise. Though we are in the room with many of the large tech companies, (and many of them are our friends) we aren't big enough to compete with the big boys and offer all the insane benefits yet but we are on our way. We believe in people and the unique value each team member brings to our company culture. Which is why we are looking for like minded individuals who want to help us transform the world. At XCell not only will you be known, you will have a direct impact on the growth and impact of our company.

XCell offers competitive pay and benefits and invest into our employees continued growth.

• Health Insurance
• Paid Time Off
• Flex Schedule
• Training & Budget
• Tools

As a federal contractor, we are required to collect proof of COVID vaccination at start date. Learn more.