Service Design Senior Associate

As a Service Design Senior Associate in Digital Channels Partner Engagement & Customer Ecosystem team, you will play a pivotal role in developing end-to-end customer and employee experiences by leveraging your advanced knowledge of service design principles. As a core contributor participate in the execution of service strategies designed to serve our employees’ and customers’ experiences navigating products and services. Your expertise in service design, coupled with a strong understanding of the financial services industry, will enable you to identify gaps, solve complex problems, and make informed recommendations for enhancing customer experiences. Your focus will be on strategic thinking and decision-making and contributing to the continuous improvement of our products and services as you work independently and provide guidance to your peers. Join us in shaping the future of employee and customer experiences.

The Partner Engagement & Customer Ecosystem team’s focus is on Discovery and works on opportunities in the three to five year time frame

Job responsibilities

• Design and implement end-to-end service experiences and draft service blueprints to enhance direct and indirect experiences for product features of moderate complexity
• Collaborate with cross-functional teams to identify user needs, preferences, and expectations and ensure the development of inclusive and accessible products and services
• Draft journey maps and service blueprints to visualize and optimize service processes, touchpoints, and interactions and identify areas for improvement and innovation
• Participate in workshops to gather information from customers to understand where improvements can be made along the customer journey
• Assist in the creation of experience maps and service prototypes that illustrate customer journeys
• Operate with an iterative design mindset as you incorporate user feedback and insights to continuously improve the overall customer journey experiences of our offerings
• Conduct service design research, including co-design sessions, participatory design sessions, and service design pilots working as an integrated part of the design team.
• Develop research and design strategies while conducting research, synthesizing findings, and communicating insights to inspire teams, catalyze design, and fuel strategic decisions.
• Codesign service pilots, coming up with service experimentation plans and learning agendas, synthesizing pilot finding and recommendations, and analyzing experimentation data to influence delivery iterations.
• Work with your cross-functional team members to ensure research and study design connect back to key experience metrics and business results.
• Collaborate with business and technology stakeholders to advocate on behalf of the user experience while proposing actionable recommendations.

Required qualifications, capabilities, and skills

• 3+ years of experience or equivalent expertise in service design, with a focus on end-to-end customer and employee experiences in the financial services industry
• Proven ability drafting service blueprints, journey mapping, and creating compelling storyboards that address direct and indirect experiences for a diverse customer base
• Demonstrated experience in inclusive design, accessibility guidelines, and assistive technology, ensuring products and services cater to all users’ needs
• Proficient knowledge of user experience design principles and the ability to apply them to projects of moderate scope, spanning across multiple products or disciplines
• Prior experience in performing iterative design, storyboarding, and information architecture, with a track record of delivering innovative and customer-centric solutions
• Knowledge of user experience research tools and techniques (e.g., generative research planning and executing, ethnography, interviews, usability testing, benchmarking, card sorts, etc.), and understanding of the strengths and weaknesses of each.
• Experience working as an individual contributor in a high performing, collaborative team.
• Experience in service design, design research, and UX research principles/methods.
• Ability to conduct work in a highly technical, highly regulated, changing environment.
• Ability to work autonomously without being directed while knowing when to collaborate, share works in progress, and receive feedback.
• Excellent communication, listening, and collaboration skills- write, speak, and present information effectively, persuasively, and confidently in a variety of settings.

Preferred qualifications, capabilities, and skills

• Experience working in omnichannel service design delivery and experimentation.