Champion cutting-edge service design to shape customer experiences and influence strategic initiatives in a leading financial institution. Lead cross-functional teams to deliver excellence in service design.

As a Vice President Service Design in Business Banking Client & Frontline Experiences (CFX), you will play a pivotal role in shaping end-to-end customer experiences by leveraging your deep expertise in service design and systems thinking. Spearhead strategically important initiatives, collaborating with diverse teams to develop innovative solutions that align with business objectives and enhance customer satisfaction. As an expert in service design, apply your advanced knowledge of service design principles to create seamless, inclusive, and accessible experiences for our diverse clientele. Your strategic thinking, compelling storyboards, and guidance to cross-functional teams will be instrumental in delivering exceptional service experiences.

CFX builds trust and empowers frontline teams by delivering efficient, intuitive solutions that strengthen client relationships and business outcomes. You will play a critical leadership role in shaping service enhancements and operational experiences that scale across Business Banking.

Job Responsibilities

Develop 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

Lead cross-functional teams to create storyboards, service blueprints, and research to identify pain points, opportunities for improvement, and champion innovation in products and features of moderate complexity

Design service blueprints and document processes and touch-points and incorporate inclusive design principles for seamless, personalized, and accessible experiences

Create experience maps and service prototypes to illustrate customer journeys, with an iterative mindset for continuous refinement

Collaborate with stakeholders and product partners to integrate customer-centric decision-making, inform prioritization, and develop experience-led metrics to align business goals

Adopt an iterative design mindset, continuously incorporating user feedback and insights to improve customer journey experiences

Lead cross-functional workshops and discovery sessions with business partners, customers, and bankers to identify needs, pain points, and opportunities for improvement across the customer journey.

Translate complexity into clarity by distilling research insights, service concepts, and design decisions into compelling narratives and artifacts that align stakeholders and drive delivery forward

Champion service design as a strategic capability, building credibility with senior leaders and elevating service design maturity across the organization

Required Qualifications, Capabilities, and Skills

5+ years of experience or equivalent expertise in service design, experience design, or a related field, focusing on end-to-end customer experiences

Proven record in innovative service design projects, including journey mapping, service blueprinting, and storyboarding

Demonstrated expertise in creating direct and indirect experiences for diverse users

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

Strong foundation in UX design principles, information architecture, interaction design, and prototyping, with experience delivering innovative, customer-centric solutions across multiple products or disciplines

Skilled in iterative design and discovery, including storyboarding, stakeholder research, and a variety of discovery activities to uncover user needs, pain points, and opportunities

Ability to translate qualitative and quantitative research into clear, actionable recommendations, service concepts, and design strategies

Proficient in leveraging AI tools and best practices to improve research efficiency, data management, and service design outputs

High ownership mindset with the ability to proactively plan, structure, and execute work independently while maintaining strong quality standards

Preferred Qualifications, Capabilities, and Skills

Experience designing services in complex, regulated industries (e.g., financial services, fintech, or enterprise platforms), including frontline and employee-facing platforms at scale

Demonstrated ability to influence senior stakeholders and drive alignment across product, technology, operations, and research teams

Strong systems-thinking capability, with experience designing across interconnected tools, workflows, policies, and operational constraints

Familiarity with defining and operationalizing experience metrics and success measures to track and demonstrate design impact

Proven ability to coach and elevate service design maturity within team and across partner organizations

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