Service Design Senior Associate

As a Service Design Senior Associate in Consumer Banking Deposits you will play a pivotal role in shaping end-to-end customer experiences by leveraging your deep expertise in service design and systems thinking. As a core contributor participate in the execution of service strategies designed to serve our customer experiences navigating products and services. Your strategic thinking compelling storyboards and guidance to cross-functional teams will be instrumental in delivering exceptional service experiences.

Job responsibilities

• Design and implement a comprehensive service strategy to focus on direct and indirect experiences and align business objectives and customer experience enhancement across multiple products and platforms
• Create storyboards journey maps service blueprints and research to identify pain points opportunities for improvement and champion innovation in products and features of moderate complexity
• Collaborate with stakeholders and product partners to integrate customer-centric decision-making inform prioritization and develop experience-led metrics to align business goals
• Demonstrate the value of service design as a strategic partner to stakeholders
• Champion experience-led decision making in ambiguous fast-moving environments

Required qualifications capabilities and skills

• 3 years of experience or equivalent expertise in service design with a focus on end-to-end customer and employee experiences
• Ability to work in cross-functional teams facilitate collaboration and encourage consensus toward common goals and objectives
• Experience with fast-paced iterative design approaches involving frequent testing and refining of concepts
• Participate in workshops to gather information from customers to understand where improvements can be made along the customer journey
• Demonstrate ability to create visual representations of user journeys including journey maps service blueprints storyboards wireframes and prototypes
  

Preferred qualifications capabilities and skills

• Skilled in leading teams to design and facilitate engaging workshops and in supporting colleagues to effectively present and inspire stakeholders and team members
• Experience with agentic technology large language models and the latest services and customer experiences bringing those technologies to market