Join our dynamic team to redefine service design, fostering innovative and inclusive customer experiences. As a Service Design Senior Associate in Consumer Bank - Debit, you will play a pivotal role in developing end-to-end customer and employee experiences by leveraging your advanced knowledge of service design principles. As a core contributor participate in the execution of service strategies designed to serve our employees’ and customers’ experiences navigating products and services. Your ex... more details
Join our dynamic team to redefine service design, fostering innovative and inclusive customer experiences.
As a Service Design Senior Associate in Consumer Bank - Debit, you will play a pivotal role in developing end-to-end customer and employee experiences by leveraging your advanced knowledge of service design principles. As a core contributor participate in the execution of service strategies designed to serve our employees’ and customers’ experiences navigating products and services. Your expertise in service design, coupled with a strong understanding of the financial services industry, will enable you to identify gaps, solve complex problems, and make informed recommendations for enhancing customer experiences. Your focus will be on strategic thinking and decision-making and contributing to the continuous improvement of our products and services as you work independently and provide guidance to your peers. Join us in shaping the future of employee and customer experiences.
Job responsibilities
Design and implement end-to-end service experiences and draft service blueprints to enhance direct and indirect experiences for product features of moderate complexity
Collaborate with cross-functional teams to identify user needs, preferences, and expectations and ensure the development of inclusive and accessible products and services
Draft journey maps and service blueprints to visualize and optimize service processes, touchpoints, and interactions and identify areas for improvement and innovation
Participate in workshops to gather information from customers to understand where improvements can be made along the customer journey
Assist in the creation of experience maps and service prototypes that illustrate customer journeys
Operate with an iterative design mindset as you incorporate user feedback and insights to continuously improve the overall customer journey experiences of our offerings
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 in the financial services industry
Proven ability drafting service blueprints, journey mapping, and creating compelling storyboards that address direct and indirect experiences for a diverse customer base
Demonstrated experience in inclusive design, accessibility guidelines, and assistive technology, ensuring products and services cater to all users’ needs
Proficient knowledge of user experience design principles and the ability to apply them to projects of moderate scope, spanning across multiple products or disciplines
Prior experience in performing iterative design, storyboarding, and information architecture, with a track record of delivering innovative and customer-centric solutions
Experience working in omni-channel service design delivery and experimentation
A strong portfolio communicating design thinking process and demonstrating outcomes
Ability to work closely with other disciplines to understand design context
Ability to deliver solutions (research findings, design concepts, content) and participate in critique process to improve design acceptance
Possess critical thinking through iteration and design review
Experience with mapping tools - Figma, Sketch, or Invision
Preferred qualifications, capabilities, and skills
Ability to work on multiple projects simultaneously
Excellent written, verbal communication and presentation skills
Comfort and experience bringing clarity and insights to ambiguous challenges
A strong passion for improving people's lives through design
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