Service Design Vice President

We have an exciting opportunity for you to lead service design initiatives in a leading financial institution.

As a Vice President Service Design within Customer Identity and Authentication team, you will play a pivotal role in shaping end-to-end customer experiences by leveraging your deep expertise in service design and systems thinking. You will spearhead strategically important initiatives, collaborating with diverse teams to develop innovative solutions that align with business objectives and enhance customer satisfaction.

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.
• Utilize data analytics and user behavior insights to identify areas for service improvement and personalize experiences within the CI&A domain.
• Design and drive initiatives that seamlessly integrate digital and physical touchpoints, ensuring a consistent and positive customer experience across all channels.

Required qualifications, capabilities, and skills

• 5+ years of experience or equivalent expertise in service 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.
• A curated portfolio showcasing a track record of successful service design initiatives and demonstrated expertise in applying service design principles to real-world challenges.
• Proven ability to effectively collaborate and inspire geographically dispersed teams to drive service design initiatives forward.

Preferred qualifications, capabilities, and skills

• Strong understanding of the financial services landscape, including banking operations, personal finance, and the unique challenges and opportunities within this sector.
• Preferable experience in designing secure and trustworthy service experiences, with specific knowledge of fraud detection and prevention strategies, authentication methods, and identity verification processes.
• Proven ability to design services that mitigate risks associated with fraud and security vulnerabilities, while building and maintaining customer trust.