AI is rapidly changing the face of the customer experience. With Agentic, we have the opportunity to help our customers realize their full financial potential in ways that we are just beginning to imagine. The Digital team is creating these new experiences with a platform approach to enable our Lines of Business.

As a Service Design Senior associate in Digital 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 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.

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 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

• Collaborate with multidisciplinary partners (technology, data & analytics, product, and design) to frame key questions about how people interact with emerging technologies, maintaining a dynamic backlog of research and insights.

• Adopt a builder’s mindset—bringing perspective, polish, and presence while working with agility, curiosity, and creativity to imagine the future and help create the conditions needed to test concepts that may not yet exist.

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
• Experience in rapid research programs at tech companies with established and innovative approaches to understanding and testing concepts.

Preferred qualifications, capabilities, and skills

• Experience in service design for user-facing AI/ML applications and/or workflows
• Advanced education in Design, Sociology, anthropology, or related field preferred