Principal Service Designer

Wells Fargo is seeking a Principal Service Designer as part of the Strategy, Digital and Innovation (SDI) team. For additional information on this line of business, refer to the external Careers Site at  www.wellsfargojobs.com  .

Service Design at Wells Fargo considers all levels of the client experience. It is anchored in the client’s touchpoints and the full omni channel experience.  And captures all levels of the Well Fargo enables employees, processes, policies, and underlying tools and systems.

Wells Fargo CB/CIB Digital strives to create transformational client experiences for our breath of commercial and corporate clients. To achieve our goals, we identify connections between the business, our employees and the client experience and capture their inter-dependencies. It is a holistic model that considers the value that is created when we integrate the context of the client with the context of Wells Fargo associates into an E2E client experience service design.

As a member of our Experience Design Strategy team, the Principle Service Designer will be anchored in the client with deep empathy for the client to employee experience value exchange.

In this role, you will:

• Collaborate with teams across the bank to capture all areas that shape the client experience and the explicit connections across the different lenses.
• Partner with digital leaders and teams in digital design, product, and technology to integrate insights into the evolution of changing user experience trends in website or application design.
• Educate and champion service design and client centric thinking as a strategic driver and change agent
• Balance the value of strategic and high-level thinking with details of the tactical
• Shape the future of service design in CB/CIB digital, considering both the immediate needs and the long-term potential.

You will accomplish this by:

• Facilitate sessions that envision ideal state client journeys that drive success for Wells Fargo, build alignment, and influence priorities with a client-centric focus.
• Collecting, critically evaluating, and synthesizing information from a variety of sources to document experiences and identify patterns, connections, or trends that will allow us to uncover opportunities in complex business spaces.
• Leveraging a variety of collaboration activities and techniques (interviews, working sessions, workshops) to gather information from and build alignment among subject matter experts, stakeholders, and partners.
• Building empathy for our customers and employees using personas, data, insights, visualizations, and narratives; and identify opportunities to validate hypotheses about their experiences.
• Creating impactful, consumable deliverables (service blueprints/maps, journeys, ecosystem diagrams) that demonstrate E2E experience designs
• Recommend actions to reduce and manage risk, including development of strategies and compliance, operations, and controls.

Required Qualifications:

• 10+ years of Business Execution, Implementation, or Strategic Planning experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

• 10+ years of demonstrated experience in one or a combination of the following: service design, digital customer experience, digital product/program management, digital platforms, or digital consulting, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education.

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Desired Qualifications:

• Undergraduate and/or Graduate degree in field related to human-computer interaction, information science, marketing, product design/engineering, design thinking or social science.
• Experience leading complex service design and experience strategy initiatives with cross-functional teams, using a broad range of tools and techniques, including service design, advocacy, education, strategy, customer centric approaches and thinking, personas, various research methods and data analyses.
• Advanced skills in Design Thinking Strategy and Human Centered Design disciplines.
• Expertise in persona application to creating target state journeys.
• Experienced in leading corporate-level design strategy.
• Experience partnering with a geographically dispersed, cross-functional team. Comfortable with remote conferencing and collaboration tools (Zoom, Skype) and readily adaptable to learning new tools as they are adopted by the team.
• Use sound problem-solving skills and work independently with consistent and high-quality results.
• Rigorous attention to detail, follow-through, and ability to follow established protocols to ensure adherence to all Risk & Compliance procedures.
• Comfortable in a fast-paced work environment and responsibilities for managing multiple projects at one time.