Senior Service Designer

As a Senior Service Designer, you will lead strategic service design activities to support Huntington’s aspirations to reinvent and transform the bank in a meaningful way.  In this role, you will lead activities to define the ideal customer experience to inform Huntington’s strategy for product and service areas.

Duties & Responsibilities:

• Collect and organize data from a variety of sources to understand and visualize workflow across the banking ecosystem (people, processes, systems, etc.).
• Create tools and framework necessary for Huntington to assess its service ecosystem and uncover opportunities within it.
• Identify and articulate insights that provide opportunity for new and differentiated experiences.
• Facilitate 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.
• Collaborate with a cross-functional team of designers and experts to translate opportunities into transformational solutions.
• Communicate key experience design criteria to design teams and assist in the transition from strategic concept to solution design and implementation.
• Other duties as assigned

Basic Qualifications:

• 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

Preferred Qualifications:

• 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 stakeholders
• 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
• Lead collaborative workshops with cross-functional teams using human-centered and design thinking methodologies
• Passion for customer-centric design and complex problem solving