Vice President Service Design

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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