Experience Design Executive Director - Trust & Security

Steer the forefront of user experience innovation, crafting extraordinary designs that resonate with a global audience. As an Experience Design Executive Director in Trust & Security, you will lead experience design at a pivotal moment when digital trust, identity, fraud prevention, scams, and emerging agentic technologies are reshaping customer expectations. This role requires a leader who can operate at the intersection of customer experience, security, risk, and innovation - helping teams design experiences that protect customers, build confidence, and make complex security moments feel clear, accessible, and actionable. The team you lead will shape the journey well before pixels are placed on a screen. Embedded deeply in discovery, ideation, research, service design, and strategic planning, your team will help define how customers experience secure sign-in, identity verification, account recovery, fraud and scam prevention, risk-based alerts, permissions, and new agentic security interactions. You will guide designers in turning highly complex trust and security challenges into simple, inclusive, and resilient experiences that keep JPMorganChase at the forefront of protecting customers. Job responsibilities

• Develop and implement user experience strategies in line with business objectives and apply your expertise in interaction design and information architecture
• Lead, mentor, and inspire a team of experience designers, fostering collaboration, and promoting professional development through coaching and performance management
• Drive innovation by staying abreast of industry trends, accessibility standards, and emerging technologies to maintain our competitive edge and user-centric approach
• Design methods to incorporate insights gained from key performance metrics, utilizing data fluency to inform decision-making and optimize user experiences for diverse customer segments. Build strong relationships with key stakeholders and influence decisions and champion user-centered design principles organization-wide

Required qualifications, capabilities, and skills

• 7+ years of experience or equivalent expertise in user experience design, focusing on interaction design and information architecture
• Proven leadership in guiding and mentoring diverse teams of experience designers, fostering collaboration and promoting professional growth
• Demonstrated success in inclusive design, accessibility guidelines, and assistive technology, to create inclusive experiences for diverse users
• Experience leading design for high-trust, high-stakes digital experiences, including authentication, identity verification, account linking, account recovery, fraud and scam prevention, privacy, permissions, alerts, and secure servicing journeys.
• Experience shaping customer experiences in complex identity, security, technology, fintech, or regulated environments where trust, clarity, resilience, and user confidence are critical to product success.
• Proven ability to guide teams across the full journey from early discovery and ideation through execution, ensuring design is embedded in problem framing, research, strategy, service design, and solution definition long before pixels are placed on a screen.
• Familiarity with leading digital identity and technology experience patterns, including secure sign-in, verification, account-linking, consent, recovery, risk-based prompts, suspicious activity reporting, and protective friction.
• Proficiency with approved agentic design, prototyping, and code-generation tools - such as Claude Code or comparable tools, where approved - to accelerate concept development, prototype complex flows, strengthen design-to-engineering handoffs, and enhance team productivity.
• Experience using AI-enabled and agentic workflows responsibly within the design process, balancing speed and experimentation with quality, accessibility, governance, risk awareness, and customer protection.
• Ability to partner deeply with Cybersecurity, Fraud, Risk, Legal, Compliance, Product, Technology, Operations, Service, and Research partners to transform complex security challenges into simple, inclusive, and trusted customer experiences.
• Strong executive presence and storytelling skills, with the ability to influence senior stakeholders, articulate trade-offs, and advocate for experiences that protect customers while enabling seamless digital engagement.

Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We’re proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions – all while ranking first in customer satisfaction.

The Digital team is dedicated to creating innovative, industry-leading products and experiences that help customers access, share and control their financial data so they can make smart decisions with their money. Teams enable innovation while adhering to the firm’s data sharing principles of security, customer control and convenience, and privacy.

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 offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, 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.

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. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

Equal Opportunity Employer/Disability/Veterans