Experience Designer

Citizens•Johnston, RI

13h•$120,000 - $163,000•Hybrid

About The Position

The Experience Designer plays a critical role in shaping customer and colleague experiences across the branch and advisory ecosystem—grounded in real-world branch operations and elevated through thoughtful, forward-looking design. This role is focused on deeply understanding how branches operate today (including colleague behaviors, customer interactions, operational constraints, and advisory moments) and translating those insights into practical, scalable experience designs that improve both performance and ecosystem connectivity. Rather than designing in isolation, this individual will embed with the business, partnering closely with field leaders and cross-functional teams to ensure experiences are credible, adoptable, and executable within the realities of branch life, while still moving the organization toward a more modern, advisory-led model.

Requirements

Strong understanding of retail banking environments and branch operations
Ability to connect experience design to sales, service, and advisory performance
Comfort working directly with frontline teams and leaders
Deep expertise in experience design, journey design, or service design
Strong ability to translate insights into practical, implementable solutions
Comfort balancing ideal experience design with operational and regulatory realities
Ability to think forward and understand where to lean into industry trends, while staying grounded in what can realistically be deployed and scaled
Skill in evolving current-state experiences into improved future models, not abstract concepts
Strong judgment on where to push vs. where to simplify
Strong communication, presentation, and storytelling skills
Ability to influence across functions without direct authority
Comfortable ramping up in a cross-channel, collaborative manner while driving toward clear, actionable outcomes
Proven track record in experience design, service design, or business transformation, ideally within a branch environment
Experience working in financial services or similarly complex, operational environments
Demonstrated success designing experiences that were implemented—not just conceptualized
Experience partnering across operating model, technology, and change functions

Responsibilities

Build a deep understanding of day-to-day branch operations, including sales, service, advisory interactions, and operational routines
Spend time in-market to observe and engage with frontline colleagues, leaders, and customers
Identify friction points, workarounds, and high-impact moments that shape the branch experience
Design end-to-end customer and colleague experiences rooted in how branches actually function
Translate insights into practical journey improvements, service models, and interaction patterns
Ensure designs reflect a balanced model of human-led advisory, supported by tools, data, and AI
Prioritize clarity, simplicity, and usability for frontline adoption
Evolve current-state experiences into next-generation advisory and engagement models, anchored in business reality
Introduce forward-looking ideas where they add value, but ensure they are actionable and testable within the branch environment
Define clear experience principles and guardrails that can be consistently applied across formats
Partner closely with Operating Model & Roles to ensure designs align to how work gets done (roles, routines, capacity)
Partner closely with Technology & Capabilities to inform tools, data, and enablement needs
Partner closely with Talent Enablement to shape behaviors, training, and adoption approaches
Partner closely with Change & Delivery teams to support pilots, rollout, and sustainment
Stay engaged through pilot, validation, and early implementation—ensuring design translates into real outcomes
Produce clear, usable artifacts (journeys, playbooks, service models, interaction frameworks) that enable execution
Communicate designs in a way that resonates with both executives and frontline teams
Connect experience decisions directly to business performance, colleague effectiveness, and customer outcomes