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 investigates needs, maps end-to-end journeys, and designs seamless, intuitive experiences that support client satisfaction and operational excellence. Service Designers work with business partners to build holistic journeys spanning products, platforms, and touchpoints, while considering how people, processes, and technology interact to ensure solutions are operationally feasible. They also collaborate with research partners and cross-functional teams to use qualitative insights and quantitative data, facilitate multidisciplinary alignment, identify opportunities, and shape strategic recommendations for client and teammate experiences. The Senior Service Designer leads end-to-end service design work on complex projects, from research planning and synthesis through current-state mapping and future-state concepts. The role applies service design methods to clarify ambiguous problems, facilitates co-creation with stakeholders, translates insights into actionable recommendations, and communicates ideas and outcomes through visual artifacts and presentations. The designer also contributes tools, methods, and learnings to the practice and coaches junior designers. Under Truist’s in-office policy, this role is in the office five days per week and works first shift.
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; academic education and internships may count. A portfolio of past work examples is required.
- 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 presenting findings and opportunities through narrative and visual storytelling.
- Familiarity with tools such as Miro, Figma, and other collaborative platforms.
- English language fluency.
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 improvement opportunities 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 practices 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 that support prioritization and future development.
- Support alignment and storytelling with visual artifacts and presentations for 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
- Accidental death and dismemberment coverage
- 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, potential 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
