Lead Service Designer

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 in service design methods

• 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 applied Service Design experience

• At least 5 years of experience creating prototypes at all levels of fidelity

• At least 3 years of experience with service design methodologies and defining product requirements.

• At least 3 years of experience designing digital products or omni-channel services

Preferred Qualifications:

• Master’s degree in Design or Master’s degree in Human-Computer Interaction

• Background in Psychology, Anthropology or Sociology

• Background in UX or experience working closely with UX designers

• Experience with standard digital design tools (e.g. Figma, Sketch, Adobe Illustrator, InVision, etc.)

• A proven record of coordinating a team to deliver a vision or strategy you’ve helped articulate.