Champion cutting-edge service design to shape customer experiences and influence strategic initiatives in a leading financial institution. Lead cross-functional teams to deliver excellence in service design.

As a Service Design Vice President in Digital, you will play a pivotal role in shaping end-to-end customer experiences by leveraging your deep expertise in service design and systems thinking. Spearhead strategically important initiatives, collaborating with diverse teams to develop innovative solutions that align with business objectives and enhance customer satisfaction. As an expert in service design, apply your advanced knowledge of service design principles to create seamless, inclusive, and accessible experiences for our diverse clientele. Your strategic thinking, compelling storyboards, and guidance to cross-functional teams will be instrumental in delivering exceptional service experiences.

AI is rapidly changing the face of 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. Collaborating with a fast-paced, multidisciplinary team, the Vice President of UX Research will play a pivotal role in imagining, testing, and realizing Agentic experiences for our customers.

Job responsibilities

• Develop and implement a servicing strategies focused on merging existing channels with emerging technologies in a way that aligns business objectives with customer experience enhancement across multiple products and platforms
• Lead cross-functional teams to create storyboards, service blueprints, and research to identify pain points, opportunities for improvement, and champion innovation in products and features of moderate complexity
• Design service blueprints and document processes and touchpoints and incorporate inclusive design principles for seamless, personalized, and accessible experiences
• Create experience maps and service prototypes to illustrate customer journeys, with an iterative mindset for continuous refinement
• Collaborate with stakeholders and product partners to integrate customer-centric decision-making, inform prioritization, and develop experience-led metrics to align business goals
• Prototype and validate agentic experiences in close partnership with engineering and AI platforms
• Design for trust, control, and progressive autonomy in agentic systems
• Translate complex agentic platforms into scalable, repeatable experience patterns
• Champion experience‑led decision making in ambiguous, fast‑moving environments

Required qualifications, capabilities, and skills

• 5+ years of experience or equivalent expertise in service design, experience design, or a related field, focusing on end-to-end customer experiences
• Proven record in innovative service design projects, including journey mapping, service blueprinting, and storyboarding
• Demonstrated expertise in creating direct and indirect experiences for diverse users
• Ability to work in cross-functional teams, facilitate collaboration, and encourage consensus toward common goals and objectives
• Experience with fast-paced, iterative design approaches involving frequent testing and refining of concepts

Preferred qualifications, capabilities, and skills

• Experience with agentic technology, large language models, and the latest services and customer experiences bringing those technologies to market
• Experience building or deploying technology incorporating machine learning, large language models or agents