Must Have Technical/Functional Skills
Service design and design strategy are interdisciplinary practices and we welcome candidates with varied work experiences; Experience in financial services and/or regulated environments is nice-to-have. Candidates are required to have the following:
• relevant experience in service design, process re‑engineering, design strategy, user experience, user research, innovation strategy, business transformation, or management consulting.
• Familiarity with core AI capabilities and practical experience translating them into workflow opportunities (e.g., document extraction, automated decisioning, maker‑checker automation) and designing how AI agents coordinate and operate within end‑to‑end service experiences.
• Orientation toward systems‑thinking problem solving, with the ability to understand, illustrate, communicate, and influence business architecture.
• Experience partnering with UX, Research, Product, Operations, Engineering, and Business teams to design complex software solutions under ambiguous circumstances and shifting priorities.
• Demonstrated experience as a strong leader who can prioritize well, communicate clearly and compellingly, and influence across cross‑functional teams.
• Excellent program or project management skills.
• Experience using digital collaborative whiteboards, graphic or interface design tools (including Figma / FigJam), and research/insight/repository platforms; willingness to use Microsoft Office.
• Familiarity using AI tools to support service‑design workflows—including research synthesis, insight generation, concept development, and rapid creation of artifacts such as journey maps, service blueprints, and scenario visualizations.
In addition to the above, we are seeking candidates with one or more of the following areas of experience:
• Leading the service design or experience strategy for enterprise products
• Leading process re-engineering or operations design to innovate a legacy business
• Driving organizational design or change management as part of a digital transformational, cultural shift or enterprise learning program
• Scaling and operationalizing a design thinking, design strategy, or design research practice within a larger organization
Roles & Responsibilities
As a Service Designer, you will connect business strategy to user experience by aligning people, process, technology, and touchpoints across end‑to‑end experiences to drive efficiency, reduce risk, and improve customer and employee outcomes. In partnership with UX, Research, Product, Engineering, Operations, and Business teams, you will design new and improved experiences, including identifying where AI can enhance or automate workflows and shaping how AI‑enabled processes fit within broader service ecosystems. Through mapping and visualization tools, co‑design workshops, and strategic frameworks, your work will directly influence service and product strategy. Ultimately, your visibility and influence across Technology will position the Design & UX organization as a catalyst for transformation across the bank.
Responsibilities:
• Design Leadership & Vision:
• Lead or partner on early-stage cross-functional initiatives, driving direction and ensuring Design & UX’s influence and representation in governance and strategic decision making.
• Drive business impact by infusing service design tools, methods, and mindsets into design and product processes to increase clarity, efficacy, and quality of work on new and existing experiences.
• Advocate for, and act as a cultural ambassador of, service design methods, tools, and mindsets within Design & UX and with stakeholders’ teams.
• Appropriately assess risk and advocate for sound ethical judgement across service design practices.
• Service Transformation & Design Strategy:
• Scope end‑to‑end service design initiatives based on business, user, and stakeholder needs and strategic objectives, identifying appropriate methods, activities, and artifacts.
• Plan, conduct, and synthesize qualitative stakeholder and end‑user discovery research independently or in partnership with the Research team.
• Assess, identify, and prioritize in‑journey, cross‑journey, and cross‑platform opportunities, including AI use cases, automations, and updates to processes, platforms, ecosystems, or operating models.
• Drive and build buy‑in for future‑state strategies and identify high‑level capabilities, requirements, roadmaps, and change‑management elements needed to bridge vision to execution.
• Contribute to journey orchestration and journey‑knowledge management across platforms and lines of business to understand the full end‑to‑end experience for clients and employees.
• Artifacts & Decisioning Tools:
• Design provocations and visual representations of insights, including journey, process, and ecosystem maps, service blueprints, infographics, and conceptual wireframes or prototypes
• Translate and adapt artifacts across audiences and levels of elevation to support specific objectives, from informing UX execution to persuading senior leadership.
• Stakeholder Engagement
• Cultivate stakeholder buy‑in and influence complex decision making by diplomatically negotiating conflicting perspectives and priorities.
• Plan, coordinate, and facilitate in‑person or digital co‑design workshops
• Develop and deliver presentations for executive leadership and peers that clearly communicate insights, strategies, and results through tailored storytelling.
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