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 in our Card portfolio, 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. 

You will be at the forefront on forging transformative partnerships with top-tier global brands, creating innovative co-brand card solutions that drive commerce and deliver unparalleled rewards. In addition, you will be responsible for helping to set a vision and develop Card services that boost our efficiency and effectiveness with our global brand partners.  

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 

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 

Design leadership or managerial experience 

Navigate complex organizational dynamics  

Great stakeholder management   

Drive and lead workshops with business partners and cross functional teams.