Service Design Vice President

Role Overview:
As a Service Design Vice President in consumer and community banking at a leading financial institution, you will champion cutting-edge service design to shape customer experiences and influence strategic initiatives. Your role will involve leading cross-functional teams to deliver excellence in service design and playing a pivotal role in shaping end-to-end customer experiences. You will collaborate with diverse teams to develop innovative solutions that align with business objectives and enhance customer satisfaction. Your expertise in service design principles will be crucial in creating seamless, inclusive, and accessible experiences for a diverse clientele.

Key Responsibilities:

• Develop and execute a comprehensive service strategy for B2B and B2B2C platform experiences, aligning business objectives with measurable customer experience improvements across multiple products and platforms.

• Lead cross-functional teams to deliver research-driven platform capability journeys and end-to-end service blueprints, identify pain points and opportunities, and design, test, and iterate service prototypes using inclusive and accessible design principles to enable personalized experiences.

• Champion the adoption of AI-enabled tools and methods in service design, and lead the design of customer-centric, AI-powered experiences for internal and external users and stakeholders.

• Partner with product, design, and key stakeholders to embed customer-centric decision-making into planning and prioritization, champion innovation in products and features, and define experience-led metrics that connect customer outcomes to business goals.

Qualifications Required:

• 5 years of experience in service design or related design disciplines, with demonstrated expertise in delivering end-to-end customer and employee experiences for diverse user groups.

• Proven track record leading innovative service design work, including mastery of end-to-end journey mapping and service blueprinting, and practical application of journey management principles.

• Excellent facilitation, storytelling, and visualization skills, with the ability to clearly communicate complex journeys, systems, and service concepts.

• Strong cross-functional collaboration skills, with the ability to facilitate workshops, align stakeholders, and drive consensus toward shared goals and outcomes.

• Familiarity with AI-enabled design tools and an interest in applying them to accelerate service design and improve customer experiences.

• Experience in fast-paced, iterative design environments, using frequent testing, learning, and refinement to evolve concepts into scalable solutions. Role Overview:

As a Service Design Vice President in consumer and community banking at a leading financial institution, you will champion cutting-edge service design to shape customer experiences and influence strategic initiatives. Your role will involve leading cross-functional teams to deliver excellence in service design and playing a pivotal role in shaping end-to-end customer experiences. You will collaborate with diverse teams to develop innovative solutions that align with business objectives and enhance customer satisfaction. Your expertise in service design principles will be crucial in creating seamless, inclusive, and accessible experiences for a diverse clientele.

Key Responsibilities:

• Develop and execute a comprehensive service strategy for B2B and B2B2C platform experiences, aligning business objectives with measurable customer experience improvements across multiple products and platforms.

• Lead cross-functional teams to deliver research-driven platform capability journeys and end-to-end service blueprints, identify pain points and opportunities, and design, test, and iterate service prototypes using inclusive and accessible design principles to enable personalized experiences.

• Champion the adoption of AI-enabled tools and methods in service design, and lead the design of customer-centric, AI-powered experiences for internal and external users and stakeholders.

• Partner with product, design, and key stakeholders to embed customer-centric decision-making into planning and prioritization, champion innovation in products and features, and define experience-led metrics that connect customer outcomes to business goals.

Qualifications Required:

• 5 years of experience in service design or related design disciplines, with demonstrated expertise in delivering end-to-end customer and employee experiences for diverse user groups.

• Proven track record leading innovative service design work, including mastery of end-to-end journey mapping and service blueprinting, and practical application of journey management principles.

• Excellent facilitation, storytelling, and visualization skills, with the ability to clearly communicate complex journeys, systems, and service concepts.

• Strong cross-functional collaboration skills, with the ability to facilitate workshops, a