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 Experience Design in Payments for the Commerce Center Team, 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.
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 touchpoints 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 As a player-coach role – both directly manage a small team and actively produce design deliverables.Required qualifications, capabilities, and skills
5+ years of experience or equivalent expertise in user experience design or similar roles Demonstrated ability to create visual representations of user journeys, such as storyboarding, wireframes, and prototypes Demonstrated experience in inclusive design and accessibility guidelines, with the ability to incorporate diverse perspectives and abilities into design solutions Proven ability to develop experiences that meet or exceed the initial proposal of a product or experience, including the development of transformational innovation strategies and the creation of 'north star' representations to drive customer-centric decision-making Advanced technical literacy, including an advanced understanding of client-side technologies, APIs, microservices, and the components of the technology stack, as well as their impact on user experience. Comfortable and confident when presenting work to executives Influence stakeholders across organizations to gain support for design strategies.
Preferred qualifications, capabilities, and skills
Design leadership and/or managerial experience. Experience in credit card payments, electronic retail, ecommerce or related financial technology industry. Advocate for Accessibility Guidelines and Inclusive Design practices Has led design work on successful digital products, demonstrating user- and human-centered design approaches Understanding of basic technical context of their designs within the application of HTML, CSS, and JavaScript in REACT frameworks and components. and web mobile UI standards Deep expertise in Figma Experience is designing for financial services or payments solutions a plus.