Human Centered Design Lead

Eastern Bank•Wakefield, MA

7h•Onsite

About The Position

This role involves setting the design strategy for the bank, establishing processes for service/experience design, and creating a holistic customer experience for current and future product solutions. The lead will guide internal teams through coaching, training, and hands-on work to develop quality digital design deliverables such as journey maps and prototype assets. They will direct human-centered prototyping and testing, integrating customer, business, and market data to bring new products to market. The position requires driving the synthesis of customer value findings into design outputs, collaborating with stakeholders and tech teams, and incorporating strategic and operational considerations. Additionally, the role involves building and utilizing quantitative and qualitative methods for design materials, ensuring usefulness, operational feasibility, and measurement capabilities across digital channels. The lead will manage a small team of design resources to create best-in-class client experiences and support ad-hoc delivery requests.

Requirements

Must be both imaginative and highly analytical, conceptualizing new solutions that delight our customers based on data and research (e.g., jobs-to-be-done)
Strong design and product development expertise, as well as a record of building trust with stakeholders
Minimal supervision required, with the ability to drive results and problem resolutions effectively and efficiently
Proven collaborative approach, openly sharing information and receptive to the ideas of others, building/motivating/leading cross-functional teams
Highly articulate communicator who is able to convey important messages in a clear and compelling manner
Customer obsessed
10+ years of hands-on experience working in a design/product development role in High Tech, Financial Services, or Consumer Product
Extensive knowledge of d.school design thinking, lean start-up, and agile methodologies/frameworks
Demonstrated experience in UX design, strategy, leadership, and delivery across high-impact product initiatives
Highly collaborative approach to designing and building products
Considerable experience coaching and leading high-performing teams
Proven ability to leverage data to make business decisions, then measure execution results
Desire to explore new capabilities and technologies to support Eastern's vision

Nice To Haves

Startup experience and/or large company digital design & product development experience

Responsibilities

Set the design strategy for the bank and establish processes to define and refine service/experience design for both current and future product solutions, creating a holistic customer experience
Lead internal teams through coaching, training, and hands-on work to establish best practices and develop quality digital design deliverables (e.g., journey maps, prototype assets, etc.) across customer value-chains
Direct and develop human-centered prototyping/testing approaches and execution strategies, integrating customer, business, and market data to deliver new products/solutions to market
Drive synthesis of customer value findings and analyses into deliverable structure and design, working with business stakeholders and tech teams to incorporate strategic and operational considerations into design outputs
Build, develop, and use quantitative and qualitative methods to design materials (e.g., surveys, A/B testing materials, etc.), ensuring designs are both highly useful and operationally feasible, while embedding measurement capabilities to gauge impact across digital channels
Lead and manage a small team of design resources, developing and leveraging their skills to create best-in-class client experiences through design
Support ad-hoc delivery requests based on prioritized team needs