Service Design Vice President

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 Vice President Service Design on our Open Banking team in Connected Commerce, 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.

Job responsibilities


* Develop and implement a comprehensive service strategy to focus on direct and indirect experiences and align business objectives and 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.


* Partner with Open Banking teams to design and optimize service experiences that support secure, scalable, and innovative API-driven products for both enterprise clients and consumers.


* Translate complex regulatory and compliance requirements into intuitive service touchpoints, ensuring seamless integration across B2B and B2C channels, and develop frameworks for measuring and improving service quality, customer satisfaction, and adoption rates in Open Banking initiatives.


* Drive co-creation workshops with internal and external stakeholders including fintech partners and enterprise clients to identify needs and shape differentiated service offerings.


* Understand Open Banking principles, API ecosystems, and their impact on customer and partner experiences, and experience designing experiences for both B2B and B2C audiences, with proven ability to balance the needs of enterprise clients and end consumers.


* Lead the design and implementation of agentic service experiences, leveraging AI-driven agents to deliver proactive, personalized, and context-a...