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Lead Service Designer, CX Design at Bank of America

Posted in Marketing 30+ days ago.

Type: Full time
Location: Charlotte, North Carolina

Job Description:

Job Description:

As a Lead Service Designer for CX Design you will

Lead the discovery, prototyping, and delivery of human-centered financial experiences that exceed our clients' expectations. You will do this by influencing the Customer Experience program at Bank of America. Your approach includes uncovering the needs of clients through the design thinking rigor and service design methods based in empathy, research, and insights to generate concepts for digital and physical platforms including mobile, web, ATM, Financial Centers, Artificial Intelligence, and other emerging technologies. It is critical in this position to seek intentional collaboration with data, marketing, business, technology, and other key partners to optimize and orchestrate the customer experience. In this role as player/coach, y ou will lead a project end to end, guiding other designers through to execution, by setting expectations and quality benchmarks for everything from prototypes to detailed designs, remaining hyper focused on delivering the desired value to clients .

You're a person who has (required skills)
  • 10+ years of well-rounded design experience across both customer and expert (employee) based systems
  • An outstanding portfolio that exemplifies excellence
  • Strong advocacy for the user in the context and balance of business and technology value
  • Strong project and team leadership experience with a track record of both teaching and coaching
  • Expertise in designing for a wide range of customer and product experiences, spanning digital and physical touchpoints
  • Mastery of Adobe Creative Suite, Keynote, Sketch and other contemporary design and communication tools
  • Experience creating and facilitating design led workshops to engage and build alignment across different teams and functions
  • Experience delivering game changing, articulated and supported POV's that untangle complexity and simplify experiences

  • Thinks and acts upon multiple horizon levels (quick wins, medium and long-term)
  • Is an enthusiastic, highly motivated self-starter with a strong work ethic and an intense focus on achieving results
  • Collaborates and builds trust with design, product, and tech partners
  • Proactively seeks out strategic partnerships across organizations at every level
  • Actively shapes and leads design meetings and critiques, fostering an environment of open thinking and growth
  • Embraces the opportunity to build a local design studio culture while collaborating with teammates and partners in other locations (not remote)
  • Is available to travel occasionally
  • Uses visual and verbal storytelling to share your discoveries, gather and integrate feedback, influence stakeholders, and create energy for an idea or an initiative. Ultimately, you'll co-create the way forward with others.

You'll be better prepared if you have (desired skills)
  • Bachelor's or Master's degree in design or related discipline
  • Financial or similar industry experience
  • Mastery of directing human-centered design and service design methodologies through the complexities of multi-channel and service delivery

We're a culture that
  • Is committed to building a workplace where every employee is welcomed and given the support and resources to build and advance their careers. Along with taking care of our clients we want to be a great place for people to work, and we strive to create an environment where all employees have the opportunity to achieve their goals.
  • Believes diversity makes us stronger so we can reflect, connect to and meet the diverse needs of our clients around the world.
  • Provides continuous training and developmental opportunities to help employees achieve their goals, whatever their background or experience.
  • Is committed to advancing our tools, technology and ways of working. We always put our clients first to meet their evolving needs.
  • Believes in responsible growth and is dedicated to supporting communities around the world by connecting them to the lending, investing and giving they need to remain vibrant and vital.

1st shift (United States of America)

Hours Per Week: