System Title: UI Designer - Lead
Job Title: Lead Service Designer
Location: McLean, NYC, Richmond (in order of preference)
Schedule: M/F remote, T-Th on-site
Rate: $72.60 on W2 with 401k+medical after 60days
Duration: ~3 months (possibility for extension or conversion)
Submittal Limit:
Shortlisting:
Interview: phone screen – final video case study review panel interview
Must Have:
- Typically UI/UX skills/background
- Someone autonomous
- service blueprinting (excel, figma, googlesheets, powerpoint) – different than journey mapping
Nice to Have:
- work examples, case studies (doesn’t have to be a traditional portfolio)
- Experience with large business & technical units and has business acumen
Team: supports all of Card Segments (up market and main street primarily)
Team Size: just over 30 – biweekly team meetings, milestone reviews, design critiques, etc.
Project: platform modernization and conversion – understanding technical leads, the associate needs, and how it might impact customers (project group is a core team about 3 or 4). Hasn’t kicked off. Designing an internally facing decisioning tool – eligibility rules against credit card users (could be 10s of millions)
Basic Qualifications:
- At least 5 years of experience in service design, design strategy, human-centered design, design thinking tools and methods, or related field
Preferred Qualifications:
- Bachelor’s degree or military experience
- Advanced degree, trainings, or certifications in service design, design, HCI, or related design fields
- Designing for cross-channel experiences
- Comfortable working with Product and Tech partners to deliver services and experiences
- Experience working in an Agile environment
- Experience designing for data-heavy experiences and/or complex enterprise systems
- Strong knowledge in product design processes
- Familiarity with design and prototyping tools, such as: Sketch, Invision and/or Adobe Creative Suite
- Familiarity with working in an established design system
- Experience managing a cross-functional team
Job Responsibilities:
- Strategy & Planning
- Collaborating with technology, product, and business teams to uncover customer and business needs - then translating them into intuitive and engaging digital experiences
- Leading in translating complex ideas into understandable concepts that evolve and enhance the product and service experiences
- Engaging in portfolio prioritization to help set the strategy for the team
- Managing through shifting priorities to provide clear direction and input on product definition
- Advocating for the customer through human centered design methodologies (such as: design research, service blueprinting, collaborative work session design and facilitation, rapid prototyping, and frameworking) to strategically define ideal banking experiences across in-person and digital touchpoints
- Creating and facilitating design led workshops to engage and build alignment across different partners and teams
- Championing prioritization of design centered product enhancements grounded in research and analysis
- Connecting with design community peers by learning, sharing, and teaching
- Lead & Develop Teams
- Building and leading successful teams by mentoring, coaching, and elevating others
- Guiding team members in strategy, research, alignment, analysis, and content design execution tasks
- Leading your team through career development plans to encourage talent growth
- Discovery & Delivery
- Supporting early product definition by working with partners to participate in discovery sessions that uncover customer pain points and opportunities
- Demonstrated leadership and aptitude inds
- Creating new service design tools and methods, and leading others in the process
- Participating in end-to-end product and experience design by:
- Working with researchers to understand customer needs and define opportunities through usability and empathy studies
- Audit existing and blueprint new digital and in-person experiences, identifying opportunities and solutions for improvement and experimentation
- Creating process and user flows, journey maps and interaction models, resulting in low to high fidelity prototypes, artifacts, and tools
- Designing within existing - and creating new - standards to contribute to our internal design system, best practices, and guidelines
- Supporting effective storytelling and presentation of visual concepts to various stakeholders
- Partnering in creating high-fidelity design assets for acceptance, development, and delivery to market in partnership with technology colleagues