Senior Service Designer
About The Position
Truist’s Service Design team transforms how clients and teammates interact with financial services using human-centered design, behavioral science, and data-driven insights. The team researches needs, maps end-to-end journeys, and designs intuitive, impactful experiences that support client satisfaction and operational excellence. Service Designers work with business partners to build holistic journeys across products, platforms, and touchpoints, considering the interplay between people, processes, and technology so that proposed experiences are operationally feasible. They collaborate with research partners and cross-functional teams, using qualitative insights and quantitative data to inform the work and facilitating alignment across disciplines. The team identifies opportunities and develops strategic recommendations to shape client and teammate experiences. The Senior Service Designer analyzes experiences and leads end-to-end service design on complex projects, from planning research and synthesizing findings to mapping current states and proposing future-state concepts. The role applies service design methods, facilitates collaboration, translates insights into actionable recommendations, communicates ideas through visual artifacts and presentations, contributes to team practices, and coaches junior designers. In accordance with Truist’s in-office policy, this position is in the office five days per week. The required work shift is first shift, United States of America.
Requirements
- Bachelor’s degree in Service Design, Design Management, Strategic Design, Integrated Design, or Transdisciplinary Design.
- 0–5 years of experience in Service Design, Design Management, Strategic Design, Integrated Design, or Transdisciplinary Design roles; experience may include academic education and internships.
- Portfolio of past work examples.
- Ability to analyze complex journeys, services, or systems and uncover actionable insights.
- Proficiency in service design practices such as journey mapping, blueprinting, co-creation, and concept development.
- Experience applying qualitative research and collaborating with quantitative researchers or analysts.
- Ability to facilitate productive conversations with cross-functional teams and contribute to solution development.
- Strong communication skills, including the ability to present findings and opportunities through narrative and visual storytelling.
- Fluency in English.
- Familiarity with tools such as Miro, Figma, and other collaborative platforms.
Nice To Haves
- Experience working in large or regulated organizations.
- Master’s degree in Service Design or a related field.
- Relevant domain work experience.
- Experience interacting with creative teams, business owners, and technical teams.
- Working knowledge of engineering and development processes, particularly Agile.
- Comfort working in a self-directed culture and navigating ambiguity.
- A strong passion for improving people's lives through design.
Responsibilities
- Analyze client and teammate experiences to identify pain points, gaps, and opportunities for improvement across journeys, services, and systems.
- Lead end-to-end service design work on complex projects, including planning research, synthesizing findings, mapping current states, and proposing future-state concepts.
- Apply service design methods such as journey mapping, blueprinting, and service prototyping to clarify ambiguous problem spaces.
- Facilitate cross-functional collaboration with product, technology, operations, and business stakeholders to co-create human-centered service improvements.
- Translate insights into actionable recommendations and frame opportunities to support prioritization and future development.
- Support alignment and storytelling by using visual artifacts and presentations to communicate ideas, systems, and outcomes to varied audiences.
- Share tools, methods, and learnings with peers and help evolve team rituals and standards.
- Coach junior designers on service design tools and approaches within projects.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Life insurance
- Disability insurance
- Tax-preferred savings accounts
- 401(k) plan
- At least 10 days of vacation during the first year, prorated based on hire date and full-time or part-time status
- 10 sick days, prorated
- Paid holidays
- Depending on position and division, eligibility for a defined benefit pension plan, restricted stock units, and/or deferred compensation plan
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What This Job Offers
Job Type
Full-time
Career Level
Senior
