Senior Service Designer

The selected candidate will perform the following duties:
– Lead activities to define the ideal customer experience to inform strategy for product and service areas. – Facilitating conversations with stakeholders to identify how people, processes, and technology
are contributing to the customer’s experience; Together you will gather information, share
insights, build empathy, generate ideas, and create alignment
– Collecting and organizing data from a variety of sources to understand and visualize workflow
across the banking ecosystem
– Identifying and articulating insights that provide opportunity for new and differentiated
experiences
– Creating tools and frameworks necessary to assess its service ecosystem and
uncover opportunities within it
– Collaborating with a cross-functional team of designers and experts to translate opportunities
into transformational solutions
– Communicating key experience design criteria to design teams and assisting in the transition
from strategic concept to solution design and implementation
– Lead collaborative workshops with cross-functional teams using human-centered and design
thinking methodologies
– Passion for customer-centric design and complex problem solving
– Lead strategic service design activities to support aspirations to reinvent and transform the bank in a meaningful way.
– Part of a core group of experts selected for their exceptional collaboration skills, strategic thought process, subject matter expertise, and passion for influencing customer and colleague experiences.

Required Skills and Experience:
– Bachelor’s degree in Industrial Design, Human-Computer Interaction, Human-factors
Engineering, Cognitive Psychology or equivalent related experience
– Minimum 10 years of experience in the field of design
– Must have experience in the field of service design, design strategy and leading large-scale
projects
– Demonstrating a mature ability to independently prioritize and manage time in a fast-paced
environment
– Ability to create executive-level communications and stories that help educate and guide senior level stakeholder
– Expertise in service design or experience design strategy with a track record of translating
insights into new and differentiating experiences
– Experience creating visual frameworks like journey maps, service blueprints, ecosystem maps,
etc., that help bring clarity to complex challenges within an ecosystem and drive decision-making.
– Ability to scope, plan, and facilitate qualitative research and synthesize secondary research
sources to fill important knowledge gaps
Internal Use
– Experience leading complex strategic initiatives in a collaborative, cross-functional environment
– Ability to consider the big picture while diving in to capture necessary details
– Creative storytelling abilities to connect the current experience and to a vision for
improvements that meets both user and business needs
– Passionate about creating experiences that improve lives and strengthen communities