Finance
Service Design Lead
Archived
Full Time
M&T Bank
Primary Responsibilities:
- Lead cross-functional teams in design sprints using human-centered and design thinking methodologies
- Work closely with leads from Product, Process, Finance, Research, Analytics, and Technology
- Coordinate alignment between teams who develop strategic priority, and operational teams that deliver against those priorities and vision
- Use service design tools to build comprehensive views of current and aspirational states of customer journeys
- Identify opportunities to improve customer and employee experience across different touchpoints while articulating dependencies and complexities across them
- Perform user/customer research in partnership with our Experience Research team
- Translate user/customer insights into opportunity spaces for providing differentiating service experiences
- Plan and execute co-creation workshops
- Map user journeys and help partners define their processes to enable new service experience
- Establish relationships and liaise with key stakeholders throughout the journey
- Communicate and envision service concepts to team members, stakeholders, and management by using diverse set of methods & tools that illustrate components of current and future experiences
- Helps define service design best practices for M&T Bank
Leadership attributes:
- Customer Centric – outside in perspective with a focus on improving the customer experience
- Curiosity – Seeks out ways to improve the customer experience
- Resilient – Respectful of broad opinions and makes tough calls with ease
- Driven & Prioritization – self-motivated and knows how to say no
- Challenges assumptions
- Decisive & Lead taking – sense of urgency with an ability to inspire followers
- Takes Ownership with a strong sense of accountability
- Interdependent – Communicates and convenes others – reaches across boundaries
- Continuously seeks out ways to improve
Nice to Have:
- Experience in financial services industry
- Familiarity with design systems
- Proven expertise in Design Thinking/Human-Centered Design
Education and Experience Required:
- Bachelor’s degree and a minimum of 5 years’ technical experience, including a minimum of 3 years’ professional experience in user interface, user experience and/or interaction design,
- or in lieu of a degree a combined minimum of 9 years’ higher education and/or work experience, including a minimum of 5 years’ technical experience, with a minimum of 3 years’ professional experience in user interface, user experience and/or interaction design
Education and Experience Preferred:
- 5+ years in Design Consultancy or equivalent Service Design or Design Strategy experience
- Currently or previously held roles as a UX Strategy Designer, Experience Design or similar.
- Academic and applied proven knowledge in one of the following areas: Research, Visual Design & Illustration, Prototyping, Business Design and Value Proposition
- Degree in Human Computer Interactions, Design, Psychology, Computer Sciences or related disciplines
- Hands-on experience of designing for a variety of digital touch-points and non-digital channels
Location
Grand Junction, CO
Type
Full Time
Industry
Finance
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