Position Overview

At PNC our people are our greatest differentiator and competitive advantage in the markets we serve. We are all united in delivering the best experience for our customers. We work together each day to foster an inclusive workplace culture where all of our employees feel respected valued and have an opportunity to contribute to the companys success. As an Experience Designer Lead Senior within PNCs HR Strategy Delivery and Risk organization you will be based in Pittsburgh PA; Cleveland or Columbus OH; Birmingham AL; Downers Grove IL; Atlanta GA; Houston TX; East Brunswick NJ.

We are looking for a candidate that will produce endtoend service blueprints channel strategies content models and accessibility standards. This candidate will also partner with Product Owners on UX and acceptance criteria.

Responsibilities
Produce journey maps service blueprints and channel strategies for hiretoretire moments.
Lead UX research and usability analyses; define content and taxonomy standards.
Develop accessibilitybydesign guidelines embedded into EX platform delivery.
Partner with Product and Process teams to ensure aligned handoffs and requirements.
Use evidencebased design to measure experience outcomes (task success CES deflection).

Capabilities (Skills & MustHave Competencies)
Service design UX research IA/taxonomy humancentered design.
Evidencebased design techniques (CES deflection timetoresolve).
Familiarity with HR content policy constraints and risk controls.
Experience partnering with product teams on UX/UI acceptance.

PNC is an in-office company that fosters a supportive culture where employees can thrive and achieve balance. We encourage candidates to connect with their recruiter and hiring manager to understand workplace expectations and ensure the role aligns with their goals.

PNC will not provide sponsorship for employment visas or participate in STEM OPT for this position.

Job Description

• Influences the process and transforms most complex tasks into intuitive accessible and easy-to-use designs through the entire experience lifecycle from the first-time user to the expert.
• Develops and recommends the discovery techniques of customer and business needs through contextual inquiries and generative and quantitative research. Uncovers customer latent needs and creates vision to meet those needs.
• Drives and establishes the design direction and strategy. Leads others to execute visual information interaction and service design elements of the initiative that meets business and customer needs and delights customers. Communicates the initiative and product to others including senior management through user journeys storyboards prototypes wireframes and other materials.
• Sets the direction for usability of new and existing products makes adjustments to align with shifting customer expectations.
• Develops research methods and strategies conduct studies and present findings that will inform improvements in the customer experience.
• Coaches and mentors junior staff; Assists management team in training new staff.

PNC Employees take pride in our reputation and to continue building upon that we expect our employees to be:

• Customer Focused - Knowledgeable of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and able to leverage that information in creating customized customer solutions.
• Managing Risk - Assessing and effectively managing all of the risks associated with their business objectives and activities to ensure they adhere to and support PNCs Enterprise Risk Management Framework.

Qualifications

Successful candidates must demonstrate appropriate knowledge skills and abilities for a role. Listed below are skills competencies work experience education and required certifications/licensures needed to be successful in this position.

Preferred Skills

Agile Web Development Business Requirements Documentation (BRD) Digital User Experience IT Architecture JavaScript Wireframing

Competencies

Business Analytics Creativity Design Thinking Effective Communications Graphic Visualization Group Facilitation Product Development Life Cycle Requirements Analysis Solutions Development User Experience Design User Interface Design

Work Experience

Roles at this level typically require a university / college degree. Higher level education such as a Masters degree PhD or certifications is desirable. Industry relevant experience is typically 8 years. Specific certifications are often lieu of a degree a comparable combination of education job specific certification(s) and experience (including military service) may be considered.

Education

Bachelors

Certifications

No Required Certification(s)

Licenses

No Required License(s)

Pay Transparency

Base Salary: $80000.00 $185150.00

Salaries may vary based on geographic location market data and on individual skills experience and education. This role is incentive eligible with the payment based upon company business and/or individual performance.

Application Window

Generally this opening is expected to be posted for two business days from 02/23/2026 although it may be longer with business discretion.

Benefits

PNC offers a comprehensive range of benefits to help meet your needs now and in the future. Depending on your eligibility options for full-time employees include: medical/prescription drug coverage (with a Health Savings Account feature) dental and vision options; employee and spouse/child life insurance; short and long-term disability protection; 401(k) with PNC match pension and stock purchase plans; dependent care reimbursement account; back-up child/elder care; adoption surrogacy and doula reimbursement; educational assistance including select programs fully paid; a robust wellness program with financial incentives.

In addition PNC generally provides the following paid time off depending on your eligibility: maternity and/or parental leave; up to 11 paid holidays each year; 9 occasional absence days each year unless otherwise required by law; between 15 to 25 vacation days each year depending on career level; and years of service.

To learn more about these and other programs including benefits for full time and part-time employees visit.

Disability Accommodations Statement

If an accommodation is required to participate in the application process please contact us via email at . Please include accommodation request in the subject line title and be sure to include your name the job ID and your preferred method of contact in the body of the email. Emails not related to accommodation requests will not receive responses. Applicants may also call and say Workday for accommodation assistance. All information provided will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

At PNC we foster an inclusive and accessible workplace. We provide reasonable accommodations to employment applicants and qualified individuals with a disability who need an accommodation to perform the essential functions of their positions.

Equal Employment Opportunity (EEO)

PNC provides equal employment opportunity to qualified persons regardless of race color sex religion national origin age sexual orientation gender identity disability veteran status or other categories protected by law.

This position is subject to the requirements of Section 19 of the Federal Deposit Insurance Act (FDIA) and for any registered role the Secure and Fair Enforcement for Mortgage Licensing Act of 2008 (SAFE Act) and/or the Financial Industry Regulatory Authority (FINRA) which prohibit the hiring of individuals with certain criminal history.

California Residents

Refer to the California Consumer Privacy Act Privacy Notice to gain understanding of how PNC may use or disclose your personal information in our hiring practices.