Vice President, UX/Service Designer

At BNY, our culture allows us to run our company better and enables employees’ growth and success. As a leading global financial services company at the heart of the global financial system, we influence nearly 20% of the world’s investible assets. Every day, our teams harness cutting-edge AI and breakthrough technologies to collaborate with clients, driving transformative solutions that redefine industries and uplift communities worldwide.

Recognized as a top destination for innovators, BNY is where bold ideas meet advanced technology and exceptional talent. Together, we power the future of finance – and this is what #LifeAtBNY is all about. Join us and be part of something extraordinary.

We’re seeking a future team member for the role of Vice President, User Experience II — UX / Service Designer, Client & Commercial Innovation to join our EMEA Innovation / Strategic Partnerships, Investments & Innovation team. This role is located in London, UK.

In this role, you’ll make an impact in the following ways:

• Service design and client / business discovery
• Lead and support end-to-end service design across complex client and business journeys.
• Map current-state and future-state journeys across people, process, technology, data, controls, and client experience.
• Identify pain points, unmet needs, risks, operational friction, and opportunities for improvement or innovation.
• Translate research and discovery into clear opportunity maps, service blueprints, experience narratives, and actionable recommendations.
• Work across client-facing and internal teams to understand commercial priorities, client needs, operational constraints, and delivery realities.
• Client-facing innovation and co-creation
• Design and facilitate client workshops, discovery sessions, co-creation activities, and value-mapping exercises.
• Partner with product managers and engagement leads to move client conversations from insight to opportunity.
• Support client and commercial product venture work through journey design, concept development, prototyping, testing, and readout materials.
• Create high-quality artefacts that help clients and senior stakeholders understand complex ideas quickly.
• Help BNY show up differently with clients by combining design, innovation, AI-enabled thinking, and practical commercial relevance.
• UX and prototype execution
• Translate service concepts into user flows, wireframes, clickable prototypes, experience concepts, and product POCs where needed.
• Use Figma, FigJam, Windsurf, and other approved tools to create clear, well-crafted, executive-ready design outputs.
• Conduct evaluative testing and iterate rapidly based on evidence and feedback.
• Design human + AI / human + agent interactions with attention to trust, transparency, accessibility, usability, and escalation.
• Contribute to reusable patterns, design practices, and team methods.
• AI-enabled design practice
• Use approved AI-enabled tools and methods to accelerate research, synthesis, ideation, concept generation, prototyping, and storytelling.
• Critically evaluate AI outputs rather than accepting them at face value.
• Understand where AI can help discovery and design, and where human judgment, empathy, context, and craft remain essential.
• Work with product and AI partners to shape experiences that are safe, useful, understandable, and adoption ready.
• Help the team continuously improve how AI is used within the design process.
• Stakeholder engagement and communication
• Present complex ideas clearly and confidently to senior internal stakeholders, clients, and cross-functional teams.
• Facilitate alignment across competing priorities and perspectives.
• Work fluidly with product, engineering, AI, data, engagement, business, coverage, risk, and compliance partners.
• Help create clarity in ambiguous situations through strong visual communication, storytelling, and evidence-based recommendations.
• Support a team culture based on trust, constructive challenge, learning, and shared ownership of outcomes.

To be successful in this role, we’re seeking the following:

• Strong experience in service design, UX design, product design, experience strategy, or adjacent design roles.
• Evidence of end-to-end service design work in complex, multi-stakeholder environments.
• Strong capability in journey mapping, service blueprinting, systems thinking, workshop facilitation, and design storytelling.
• Ability to execute UX design where needed, including user flows, wireframes, interactive prototypes, and evaluative testing.
• Research experience across discovery and evaluation methods, with the ability to synthesise qualitative and quantitative inputs into clear recommendations.
• Strong portfolio demonstrating impact on client, business, operational, or product outcomes — not just visual interface delivery.
• Experience presenting to senior stakeholders and facilitating alignment across cross-functional teams.
• Comfortable working with ambiguity, unfamiliar domains, and complex subject matter.
• Demonstrated interest in using AI-enabled tools to improve design, research, synthesis, collaboration, and delivery outcomes.
• Confidence working within policy, governance, risk, and regulatory constraints.
• Curious, self-directed, and able to rapidly build understanding of complex domains.
• Comfortable moving between discovery, service design, UX execution, client facilitation, and prototype development.
• Low ego and team-first, with a willingness to build on others’ ideas and let go of their own when evidence changes.
• Open to constructive challenge and able to challenge others with care, clarity, and evidence.
• Resilient in the face of ambiguity, pace, feedback, and changing priorities.
• Strong visual and verbal communicators who can make complexity legible.
• Evidence-led, practical, and outcome-focused.
• Able to work across product, AI, data, engineering, engagement, business, risk, and client teams.
• Comfortable contributing beyond a narrow design lane while respecting clear accountability.
• Motivated by learning, experimentation, and helping others develop.
• Experience in financial services, asset servicing, banking, capital markets, payments, data-heavy services, or regulated sectors.
• Exposure to client-facing innovation, commercial strategy, value engineering, product ventures, or co-creation.
• Experience designing AI-enabled experiences, human + agent workflows, decision-support tools, or enterprise workflow products.
• Experience using AI-enabled tools for research synthesis, journey mapping, concept development, prototyping, or testing.
• Exposure to risk and controls, operational services, data products, or complex enterprise platforms.