Lead Service Designer

What You’ll Do:

As a leader and maker, you’ll be asked to handle a variety of responsibilities, including:

Strategy & Planning

• Collaborating with technology, product, and business teams to uncover customer and business needs – then translating them into intuitive and engaging digital experiences
• Leading in translating complex ideas into understandable concepts that evolve and enhance the product and service experiences
• Engaging in portfolio prioritization to help set the strategy for the team
• Managing through shifting priorities to provide clear direction and input on product definition
• Advocating for the customer through human centered design methodologies (such as: design research, service blueprinting, collaborative work session design and facilitation, rapid prototyping, and frameworking) to strategically define ideal banking experiences across in-person and digital touchpoints
• Creating and facilitating design led workshops to engage and build alignment across different partners and teams
• Championing prioritization of design centered product enhancements grounded in research and analysis
• Connecting with design community peers by learning, sharing, and teaching

Lead & Develop Teams

• Building and leading successful teams by mentoring, coaching, and elevating others
• Guiding team members in strategy, research, alignment, analysis, and content design execution tasks
• Leading your team through career development plans to encourage talent growth

Discovery & Delivery

• Supporting early product definition by working with partners to participate in discovery sessions that uncover customer pain points and opportunities
• Demonstrated leadership and aptitude inds
• Creating new service design tools and methods, and leading others in the process
• Participating in end-to-end product and experience design by:
• Working with researchers to understand customer needs and define opportunities  through usability and empathy studies
• Audit existing and blueprint new digital and in-person experiences, identifying opportunities and solutions for improvement and experimentation
• Creating process and user flows, journey maps and interaction models, resulting in low to high fidelity prototypes, artifacts, and tools
• Designing within existing – and creating new – standards to contribute to our internal design system, best practices, and guidelines
• Supporting effective storytelling and presentation of visual concepts to various stakeholders
• Partnering in creating high-fidelity design assets for acceptance, development, and delivery to market in partnership with technology colleagues

Basic Qualifications

• At least 5  years of experience in service design, design strategy, human-centered design, and design thinking tools and methods

Preferred Qualifications

• Bachelor’s degree or military experience
• Advanced degree, trainings, or certifications in service design, design, HCI, or related design fields
• Designing for cross-channel experiences
• Comfortable working with Product and Tech partners to deliver services and experiences
• Experience working in an Agile environment
• Experience designing for data-heavy experiences and/or complex enterprise systems
• Strong knowledge in product design processes
• Familiarity with design and prototyping tools, such as: Sketch, Invision and/or Adobe Creative Suite
• Familiarity with working in an established design system
• Experience managing a cross-functional team