Service Design Senior Associate

Join our dynamic team to redefine service design, fostering innovative and inclusive customer experiences.

As a Service Design Senior Associate in Cross-Product and Foresight Strategy, you will play a pivotal role in developing end-to-end customer and employee experiences by leveraging your advanced knowledge of service design principles. As a core contributor participate in the execution of service strategies designed to serve our employees’ and customers’ experiences navigating products and services. Your expertise in service design, coupled with a strong understanding of the financial services industry, will enable you to identify gaps, solve complex problems, and make informed recommendations for enhancing customer experiences. Your focus will be on strategic thinking and decision-making and contributing to the continuous improvement of our products and services as you work independently and provide guidance to your peers. Join us in shaping the future of employee and customer experiences.

As a cross-product strategist, you consult in the design of service strategies impacting multiple lines of business and corporate functions. You will bridge business objectives with human-centered design to drive strategic alignment and contribute to the continuous improvement of our internal and external offerings. By leveraging a variety of design research methods, you will identify unmet needs and translate them into actionable opportunities. You will collaborate closely with cross-functional partners: guiding them through decision making and behavior change. You are a relationship builder, comfortable navigating ambiguity, excel at communicating complex topics, and storytelling insights to inspire action.

Job responsibilities

• Design and implement end-to-end service experiences and draft service blueprints to enhance direct and indirect experiences for product features of moderate complexity

• Collaborate with cross-functional teams to identify user needs, preferences, and expectations and ensure the development of inclusive and accessible products and services

• Draft journey maps and service blueprints to visualize and optimize service processes, touchpoints, and interactions and identify areas for improvement and innovation

• Participate in workshops to gather information from customers to understand where improvements can be made along with the customer journey

• Assist in the creation of experience maps and service prototypes that illustrate customer journeys

• Operate with an iterative design mindset as you incorporate user feedback and insights to continuously improve the overall customer journey experiences of our offerings

• Design frameworks to illustrate actions, processes, systems, pain points, and opportunities

• Collaborate with cross-functional teams to identify user needs, preferences, and expectations and ensure the development of inclusive and accessible experiences

• Synthesize qualitative findings and leverage operational/experience signals to identify patterns and trends, and provide actionable recommendations to inform future state experiences

• Co-facilitate workshops to gather information from end users, understand opportunities for improvement, and define the ideal state experience journey. Create alignment on strategic visions through sense-making and synthesis.

• Explore new ways of communication, handoff, research, and building proof of concepts with the use of AI tooling

• Interface with partners to gain alignment, make decisions, and ensure the actionability of future state strategies

• Develop readouts, strategic narratives, recommendations, and decision frameworks to make complex systems accessible, drive alignment, and inspire action

• Stay informed about industry trends, emerging technologies, behavioral shifts, and best practices in service design and AI transformation.

Required qualifications, capabilities, and skills

• 3+ years of experience or equivalent expertise in service design, with a focus on end-to-end customer and employee experiences in the financial services industry

• Proven ability drafting service blueprints, journey mapping, and creating compelling storyboards that address direct and indirect experiences for a diverse customer base

• Demonstrated experience in inclusive design, accessibility guidelines, and assistive technology, ensuring products and services cater to all users’ needs

• Proficient knowledge of user experience design principles and the ability to apply them to projects of moderate scope, spanning across multiple products or disciplines

• Prior experience in performing iterative design, storyboarding, and information architecture, with a track record of delivering innovative and customer-centric solutions

• Demonstrated experience in conducting and synthesizing qualitative research, and a track record of defining human-centric solutions

• Curiosity and commitment to defining new experiences and innovating to drive business results

• Active integration of AI tooling to accelerate work, push thinking, and improve outcomes.

• Effective communicator, presenter, and negotiator

• Ideally have strong understanding of and experience in financial services or other regulated industry

• Comfortable working across a wide variety of project types, teams, and tools.

Preferred Qualifications

• Ideally have strong understanding of and experience in financial services or other regulated industry

• Comfortable working across a wide variety of project types, teams, and tools.