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.