Service Design Manager

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, design thinking tools and methods, or related field

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