Senior Service Designer

Please review the following job description:

• Analyze client and teammate experiences to identify pain points, gaps and opportunities for improvement across journeys, services, and systems.
• Lead end-to-end service design work on complex projects—planning research, synthesizing findings, mapping current states and proposing future-state concepts.
• Apply service design methods (e.g., journey mapping, blueprinting, service prototyping) to bring clarity and structure to ambiguous problem spaces.
• Facilitate cross-functional collaboration with product, tech, operations, and business stakeholders to co-create human-centered service improvements.
• Translate insights into actionable recommendations, framing opportunities in a way that supports prioritization and future development.
• Support alignment and storytelling, using visual artifacts and presentations to communicate ideas, systems and outcomes to a range of audiences.
• Contribute to the practice by sharing tools, methods, and learnings with peers and evolving team rituals and standards.
• Coach junior designers on service design tools and approaches within the context of projects.

Requirements

• Must have a Bachelor’s degree in Service Design, Design Management, Strategic Design, Integrated Design or Transdisciplinary Design.

• Educational or work background must have included demonstrated experience with:
  • Service Design, Design Management, Strategic Design, Integrated Design or Transdisciplinary Design
  • Analyzing complex journeys, services or systems and uncovering actionable insights.
  • Proficiency in key service design practices, including journey mapping, blueprinting, co-creation, and concept development.
  • Applying qualitative research and collaborating with quantitative researchers or analysts.
  • Facilitating productive conversations with cross-functional teams and contributing to solution development.
  • Presenting findings and opportunities through both narrative and visual storytelling.
  • Using Miro, Figma and other collaborative platforms

• Position may be eligible to work in a hybrid remote model and is based out of and reports to Truist offices in Charlotte, NC. Applicants must be able to work onsite at Truist offices in Charlotte, NC at least 4 days per week.
• Multiple Openings