We have an exciting opportunity for you to shape service experiences and drive innovation in financial services.

As a Service Designer Senior Associate within the Experience Design team, you design and optimize service journeys that impact our customers and employees. You collaborate with cross-functional teams to deliver accessible and innovative solutions. You help foster a culture of continuous improvement and inclusion.

Job responsibilities

Design and implement end-to-end service experiences and draft service blueprints for product features of moderate complexityCollaborate with cross-functional teams to identify user needs and ensure development of inclusive and accessible products and servicesDraft journey maps and service blueprints to visualize and optimize service processes, touchpoints, and interactionsParticipate in workshops to gather customer insights and identify areas for improvement along the customer journeyAssist in creating experience maps and service prototypes that illustrate customer journeysOperate with an iterative design mindset, incorporating user feedback to continuously improve customer journey experiences

Required qualifications, capabilities, and skills

Three years of experience or equivalent expertise in service design, focusing on end-to-end customer and employee experiences in financial servicesProven ability in drafting service blueprints, journey mapping, and creating storyboards for diverse customer experiencesDemonstrated experience in inclusive design, accessibility guidelines, and assistive technologyProficient knowledge of user experience design principles applied to projects of moderate scope across multiple products or disciplinesPrior experience in iterative design, storyboarding, and information architecture with a track record of delivering customer-centric solutionsExamples of recent work samples or portfolio required to be presented