As the Head of Experience for U.S. Benefits, you will leverage customer insights, utilizing qualitative and quantitative data to create practical, creative, and effective user design experiences and strategies specific to our Benefits product. We want to support our employees in navigating the increasingly complex healthcare ecosystem to drive increased utilization and satisfaction with the ultimate goal of achieving better health outcomes.

We are seeking an individual who can collaborate with a team of deep experts in senior roles, inspiring them to view you as a problem solver who can deliver insights-driven, user-centered strategies to continuously improve the end-to-end experiences we deliver to our employees across all aspects of our healthcare offerings. You will drive user-centered design practices within product teams, using lean UX principles and design thinking to deliver solutions that help to improve experiences. You will partner closely with the Benefits Product Manager and the Engineering Lead for Benefits in driving the overall delivery of prioritized product outcomes. Benefits are complex. The successful candidate should understand the limitations and challenges of the current system, but endeavor to challenge them while remaining pragmatic.

Job Responsibilities

• Set long-term vision for Benefits customer experience strategy, optimizing for tomorrow versus perfecting for today

• Create and manage a comprehensive customer-obsessed User Design & Research roadmap that is grounded in business priorities, customer/stakeholder feedback, user data and experimentation
• Build excellent partnerships with Benefits Leaders, Product Management, Technology, Data & Analytics, Listening and others to deliver excellent customer experiences and measure impact
• Be a customer experience advocate and leader, excited about enhancing our customers' journeys recognizing opportunities to influence vendor platforms may be limited while finding opportunities to improve how our employees experience various offerings and platforms

• Employ a balanced understanding of all UX disciplines including strategy, research, service design, interaction design and visual design
• Have a clear mark-to-market on what is best in class on both experience and results

• Maintain strong controls in close partnership with internal functions and in accordance with company policies and regulatory requirements

Required qualifications, capabilities and skills

• The ideal candidate will have experience working as a user experience professional as well as experience working in a leadership role within a health care company or health insurance provider, or within the healthcare department of large organization or consulting company

• You have experience in stakeholder management and delivery management in a cross-functional, matrixed organization, with success in uniting stakeholders around a user-centric, digital-first strategy
• You have a strong understanding of the U.S. healthcare ecosystem (e.g., enrollment, insurance, point solutions), but ideally broader experience with other insurances, 401(k), financial well-being, etc.
• You are strongly familiar with design strategy and methods and customer experience research methods

• You take pride in being a relationship builder, negotiator and problem solver. You can say "no," but when you do, it's with transparency and delivering your conclusion with supporting evidence.
• You have the ability to influence people at all levels across a broad variety of job functions with your story-telling and organizational skills and attention to detail.
• You believe that data-driven decision-making and experimentation yield the best experiences, and you are committed to championing both.

Preferred qualifications, capabilities and skills

• Bachelor's and/or Master's Degree in graphic or interaction design or related degree or equivalent relevant experience

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.

The health and safety of our colleagues, candidates, clients and communities has been a top priority in light of the COVID-19 pandemic. JPMorgan Chase was awarded the "WELL Health-Safety Rating" for all of our 6,200 locations globally based on our operational policies, maintenance protocols, stakeholder engagement and emergency plans to address a post-COVID-19 environment.

As a part of our commitment to health and safety, we have implemented various COVID-related health and safety requirements for our workforce. Employees are expected to follow the Firm's current COVID-19 or other infectious disease health and safety requirements, including local requirements. Requirements include sharing information including your vaccine card in the firm's vaccine record tool, and may include mask wearing. Requirements may change in the future with the evolving public health landscape. JPMorgan Chase will consider accommodation requests as required by applicable law.

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. For those in eligible roles, discretionary incentive compensation which may be awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.

Equal Opportunity Employer/Disability/Veterans

Base Pay/Salary
Jersey City,NJ $175,750.00 - $275,000.00 / year; New York,NY $175,750.00 - $275,000.00 / year