Lead Journey Architect

Truist • Raleigh, NC

19h

About The Position

At Truist, we believe exceptional experiences–both for our clients and teammates–are designed with intention. Our Journey and Service Design team plays a critical role in transforming the way people interact with financial services by applying human-centered design, behavioral science and data-driven insights. We focus on understanding needs, mapping end-to-end journeys and designing seamless, intuitive and impactful experiences that drive both client satisfaction and operational excellence. The Journey and Service Design team at Truist works closely with business partners to build holistic, longitudinal journeys that span products, platforms and touchpoints. Together, we create experiences that are not only intuitive but also operationally feasible by considering the interplay between people, process and technology. Our team also collaborates closely with various research and analytics partners, leveraging qualitative insights and quantitative data to inform our work. In addition, we work across many cross-functional teams, facilitating multidisciplinary conversation fostering alignment across diverse perspectives. This role will be a leader within the Journey organization, but also as part of our Business Relationship teams. These teams are responsible for facilitating and informing the experiential areas of focus, prioritization of initiatives, and achievement of key outcomes between the organization and its key partners. By identifying opportunities and shaping strategic recommendations, we help guide the future of both client and teammate experiences, ensuring the right problems are explored and addressed in meaningful ways.

Requirements

• Bachelor’s degree in related subject, or equivalent education and related training.
• Seven or more years of experience in client experience, client relationship, insights, process management, product development, service design and/or applied behavioral sciences.
• Experience developing strategies, managing major initiatives, including organizational transformation, and delivering results within a complex matrix environment required.
• Lead Journey Architect should have meaningful experience in strategy, platform/product ownership or related disciplines, preferably in financial services. We are seeking leaders who have had previously led design efforts for front-end digital solutions, client experience re-engineering or product management - from conceptualization to tactical execution and delivery and release.
• Experience with the use of quantitative and qualitative research tools and data to guide the creation of client experiences, interactions, and flows.
• Demonstrated ability to manage large, complex efforts having significant impact on Company performance, meeting revenue and experience goals.
• Ability to develop a comprehensive business case.
• Polished and professional presentation skills, as well as verbal and written communication skills with particular emphasis on presentation and storytelling skills.
• Proficiency in basic computer applications, such as Microsoft Office software products.
• Exceptional personal confidence and commitment to excellence.
• Ability to travel, occasionally overnight

Nice To Haves

• Masters of Business Administration (MBA) or Graduate degree

Responsibilities

• In this leadership role and in collaborating with the Director of Journey Architecture and Business Relationship, Journey Architects will define our future vision for client delivery, leading stakeholders alongside Journey team members. The senior architect will help to build, improve, prioritize the backlog of product features, and drive sprint and release plans with business, platform, and enablement partners across the Bank.
• With line of business counterparts and technology leadership, the senior journey architect will act as end-to-end experience product owner.
• Identify and define key journeys in partnership with service design, ensuring that the work solves human-centric problems for clients or teammates.
• Closely collaborate with business, research and analytic partners to understand current state opportunity from multiple lenses, dimensioning potential business and emotional impacts.
• Serve as a point of contact and relationship for the LOB and client experience leaders while collaborating with business counterparts and act as end-to-end co-owner of the product, responsible for exercising business mandate, ongoing partnership with LOB.
• Co-develop and drive the target product vision aligned with business strategy along with Service Design partners and the working team assigned to the Journey from other areas of the business.
• Effectively communicate process, vision and status to key stakeholders and Journey team members and show alignment to the company’s overall goals.
• Help to build, improve, and prioritize the backlog of product features (in collaboration of business), including business case creation and concept design.

Benefits

• All regular teammates (not temporary or contingent workers) working 20 hours or more per week are eligible for benefits, though eligibility for specific benefits may be determined by the division of Truist offering the position.
• Truist offers medical, dental, vision, life insurance, disability, accidental death and dismemberment, tax-preferred savings accounts, and a 401k plan to teammates.
• Teammates also receive no less than 10 days of vacation (prorated based on date of hire and by full-time or part-time status) during their first year of employment, along with 10 sick days (also prorated), and paid holidays.
• Depending on the position and division, this job may also be eligible for Truist’s defined benefit pension plan, restricted stock units, and/or a deferred compensation plan.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees