Senior Service Designer

Overview

In this role, you will lead activities to define the ideal customer experience to inform Huntington’s strategy for product and service areas. Activities include but are not limited to:

• Facilitating conversations with stakeholders to identify how people, processes, and technology are contributing to the customer’s experience; Together you will gather information, share insights, build empathy, generate ideas, and create alignment
• Collecting and organizing data from a variety of sources to understand and visualize workflow across the banking ecosystem
• Identifying and articulating insights that provide opportunity for new and differentiated experiences
• Creating tools and frameworks necessary for Huntington to assess its service ecosystem and uncover opportunities within it
• Collaborating with a cross-functional team of designers and experts to translate opportunities into transformational solutions
• Communicating key experience design criteria to design teams and assisting in the transition from strategic concept to solution design and implementation

Skills Required

Qualifications:

• Expertise in service design or experience design strategy with a track record of translating insights into new and differentiating experiences
• Experience creating visual frameworks like journey maps, service blueprints, ecosystem maps, etc., that help bring clarity to complex challenges within an ecosystem and drive decision-making.
• Ability to scope, plan, and facilitate qualitative research and synthesize secondary research sources to fill important knowledge gaps
• Experience leading complex strategic initiatives in a collaborative, cross-functional environment
• Ability to consider the big picture while diving in to capture necessary details
• Creative storytelling abilities to connect the current experience and to a vision for improvements that meets both user and business needs
• Lead collaborative workshops with cross-functional teams using human-centered and design thinking methodologies
• Passion for customer-centric design and complex problem solving

Additional Qualifications

• Bachelor’s degree in Industrial Design, Human-Computer Interaction, Human-factors Engineering, Cognitive Psychology or equivalent related experience
• Minimum 10 years of experience in the field of design
• Must have experience in the field of service design, design strategy and leading large-scale projects
• Demonstrating a mature ability to independently prioritize and manage time in a fast-paced environment
• Ability to create executive-level communications and stories that help educate and guide senior-level stakeholders