Director, Design Management

at JPMorgan Chase in Wilmington, Delaware, United States

Job Description

Our Design Management and Operations team as a trusted advisor to the Design and Customer Experience organization, creating the right conditions for the teams to their best work while optimizing business performance and driving key initiatives.

Description for Internal Candidates

Do your friends and family marvel at how you get so much done? Are you a problem solver? Do you love a good challenge and working with talented designers, writers and researchers? Do you like building teams and helping them grow into highly functioning machines? This role might be perfect for you. The Chase Design and Customer Experience (DCE) team is growing and the Design Management and Operations (DMO) team must also grow to operationally enable program and portfolio management across nearly 100 Products across Consumer and Community Banking (CCB) at JPMorgan Chase.

We are in search for a Design Program Management Leader who is passionate about the field of user experience, has developed and managed large-scale programs, managed teams and individual contributors, and has exceptional communication skills. Our Design Program Managers are an integral part of the Finance and Business Management organization and have a big impact on the work done within DCE and across CCB.

We’re looking for someone who can flex from being strategic to tactical, and from being creative to pragmatic and analytical. To join our team, you will need to have a strong background in design program management for digital product and service experiences. You have a broad set of skills in program management, portfolio management, business management and project management and you have a passion for and depth in specific areas of practice that sets you apart. You have a keen appreciation for the power of strategic design and an “anything’s possible” mindset. You understand the importance of OKRs and metrics and measuring the outcomes of design work. You are a strategic partner and can influence up with senior leaders.

You are capable of managing the full design process from framing/reframing problems, to guiding conceptual solutions, and to helping deliver experiences that benefit our customers and the business.

What does success look like?

At thirty days you will have a basic understanding of the business, products, experiences and teams that you are partnered with and the impact of creating great experiences for our customers. Establish relationship with each design leaders, design teams and partner teams in Finance, HR and Recruiting.

At sixty days you will have identified needs and key areas of opportunity that will create the conditions for teams to do their best work and ways to manage managing portfolio, stakeholder and deliverables.

At ninety days you will have a solid understanding and context of where your portfolio and products fit within the Firm’s offering and in partnership the design leader, establish a plan that supports their people, product and partnership agendas and in line with the team’s processes and practices.

What You’ll Bring :

+ Leadership with 12+ years management experience

+ Experience managing distributed, cross-functional teams and stakeholders across highly matrixed organizations

+ Excellent business operations, project and program planning, prioritizing, scheduling, budgeting and tracking skills

+ Business continuity planning

+ Proven ability to rationalize disparate concepts into coherent plans


+ Lead a team of Design Program Managers and create healthy partnerships with our Development, Product Management and Data Analytics partners

+ Help to define and operationalize our organization’s processes and best practices for end-to-end experience oversight

+ Partner with Design Leaders to coordinate and prioritize initiatives, intake and backlog, and resource planning/allocation

+ Ensure that programs, projects and work streams are well-managed and fit into a broader set of strategic initiatives

+ Identify and monitor critical project stages across phases, taking into account strategy, business goals, measurement, and customer needs, to design and deliver best-in-class customer experiences across multiple platforms

+ Ensure interdependencies are understood and planned for effectively

+ Identify broad org needs and implement improvements for tools, documentation, asset management, and communications

+ Measure outcomes, identify areas for improvement, and implement process enhancements

+ Be an advocate for design teams and goals while building trusted relationships

+ Understand external impacts on business rules (regulatory, ADA, competition, etc.)

+ Practice continuous assessment to identify and solve for gaps in roles, program plan and roadmaps


+ Master’s degree or equivalent experience

+ 15+ years of project/program management

+ Deep experience working with creative/design teams, understanding how to integrate process with design activities

+ Experience with Agile development and methodologies

+ Thorough understanding of creative development processes and customer-centered design

+ Ability to understand complex programs, scope and prioritize projects, define schedules, and work independently

+ Excellent written and verbal communication skills, including the ability to effectively present complex and/or sensitive information

+ Proven ability to collaborate cross-functionally and influence outcomes

+ Experience thriving in a fast-paced, collaborative, cross-disciplinary and geographically dispersed environment

Chase is a leading financial services firm, helping nearly half of America’s households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.

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 ma

Copy Link

Job Posting: JC225292517

Posted On: Oct 02, 2022

Updated On: Oct 29, 2022

Please Wait ...