Service Design Manager

What you’ll be doing

• Lead holistic service design projects, programs and/or portfolios of work leveraging a variety of human-centered design methods and frameworks
• Communicates, evangelizes, and leads interdisciplinary team through a human-centered design process
• Builds and facilitates ideation workshops with cross-functional internal teams
• Helps define service design best practices for Truist
• Produces high quality deliverables such as client and teammate journey maps, process flows, concepts, service blueprints and prototypes
• Partners with design research to uncover unmet and latent needs, tests solutions with increasing levels of fidelity, and establishes feedback loops to refine solutions in the marketplace
• Seeks out, aggregates, and conducts qualitative customer and employee research/insights in partnership with researchers

What you bring to the table

• Direct experience working as a Service Designer is a plus, but we also find Design Strategists, Product Designers, UX Designers, and Design Researchers make really great Service Designers. You should have at least 5 years of experience in one of those fields.
• Capable of visualizing patterns, complex systems, flows, and interactions
• High comfort level in working within a self-directed culture and navigating ambiguity
• Make beautiful, elegant, and inventive solutions, drawing on strong verbal and visual presentation skills
• Fluent in a variety of design software and tools such as Adobe Creative Suite and/or Figma
• Experience interacting with creative teams, business owners and technical teams
• Familiarity with engineering / development processes, particularly Agile
• Creative storytelling abilities — the ability to make an audience think and feel things they’ve wouldn’t have otherwise.
• Passion — A strong passion for improving people’s lives through design.