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Job Summary

Responsible for leading the design strategy, execution, and talent development for our digital and in-branch experiences.  Delivers cohesive, scalable, and user-centered experiences across multiple product areas, while building and leading a high-performing design team.  Partners closely with Product, Engineering, and Business leaders to shape long-term design vision, influences strategic opportunities to go after, and ensures design excellence drives measurable business and customer outcomes.

Major Tasks, Responsibilities and Key Accountabilities

Owns and evolves the design vision and strategy across digital products and in-branch experiences, ensuring alignment with long-term business, customer, and product goals, applies service design thinking to oversee end-to-end, omnichannel journeys, delivering seamless experiences across all touchpoints—not limited to eCommerce.

Lead, mentor, and develop a team of designers across levels while fostering a culture of excellence, accountability, and continuous growth. Oversees hiring, onboarding, performance management, promotion readiness, and succession planning to maintain a scalable team. Identifies skill gaps and invests in capability building aligned to future product needs. Sets clear expectations, career paths, and development plans to support long‑term growth and impact.

Provide strategic oversight across multiple pods or product areas, ensuring high-quality, consistent design execution.  Ensure design teams are working with a product operating model that aligns to the organization's operating model.  Establish and refine design processes, rituals, and standards that improve velocity, quality, and collaboration.  Partner with Product and Engineering leadership to manage tradeoffs, dependencies, and delivery expectations.

Owns the design system by driving its evolution, governance, and adoption, ensuring scalability, accessibility, and efficiency across teams. Partners with Research to shape and execute a research strategy that informs product direction and validates outcomes, and ensures insights translate into actionable design improvements and strategic recommendations.

Serves as the primary design representative in cross-functional leadership forums, clearly communicate design strategy, priorities, risks, and progress to executive and senior stakeholders, Influence product roadmaps and investment decisions through strong design rationale, data, and customer insight, advocate for user-centered and inclusive design practices across the organization

Provides hands‑on design leadership for high‑impact work, elevating quality through critiques, direction, and targeted exploration without acting as delivery backfill.

Nature and Scope

Solutions require analysis and investigation.

Achieves planned results by decisions and actions based on professional methods, business principles, and practical experience. May recommend/make decisions regarding new programs/initiatives that have significant impact to the business and carry consequences in unsuccessful endeavors.

Manages a larger team or multiple small teams through direction of subordinate management and/or supervisory staff.

Work Environment

Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.

Typically requires overnight travel less than 10% of the time.

Education and Experience

Typically requires BS/BA in a related discipline. Generally 7+ years of experience in a related field. May require certification. Advanced degree may offset less experience in some disciplines.

Preferred Qualifications

8 - 12+ years of professional design experience, including 4+ years leading and managing design teams in a product‑led organization.

Proven ability to deliver complex, omnichannel digital experiences across B2B/B2C commerce and in‑branch or service‑driven touchpoints.

Demonstrated success influencing product strategy and business outcomes through design leadership, Strong portfolio reflecting strategic thinking, team leadership, and high-quality execution.

Deep expertise in UX, UI, service design, accessibility, and end‑to‑end design processes, with proficiency in modern design and research tools (e.g., Figma, UserTesting, Lyssna, Miro, JourneyTrack), design systems and research methodologies.  Familiarity with accessibility standards and inclusive design practices.

Prefer experience with service design methodologies and designing for omnichannel experiences.

Strong design leadership, strategic thinking, high quality execution

Experienced in mentoring designers and building a collaborative, growth‑oriented team culture.

Strong ability to define and execute design strategies that align with business goals and user needs.

Excellent communication and presentation skills, with the ability to articulate design decisions and influence stakeholders at all levels.

Experience working in agile environments and collaborating with cross-functional teams, including product and engineering.

If you’re looking to play a role in building America, consider one of our open opportunities. We can’t wait to meet you.