Senior Service Designer

Truist Bank • Charlotte, NC

15h • Hybrid

About The Position

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—planning research, synthesizing findings, mapping current states and proposing future-state concepts.
Apply service design methods (e.g., journey mapping, blueprinting, service prototyping) to bring clarity and structure to ambiguous problem spaces.
Facilitate cross-functional collaboration with product, tech, operations, and business stakeholders to co-create human-centered service improvements.
Translate insights into actionable recommendations, framing opportunities in a way that supports prioritization and future development.
Support alignment and storytelling, using visual artifacts and presentations to communicate ideas, systems and outcomes to a range of audiences.
Contribute to the practice by sharing tools, methods, and learnings with peers and evolving team rituals and standards.
Coach junior designers on service design tools and approaches within the context of projects.

Requirements

• Must have a Bachelor’s degree in Service Design, Design Management, Strategic Design, Integrated Design or Transdisciplinary Design.
• Educational or work background must have included demonstrated experience with: Service Design, Design Management, Strategic Design, Integrated Design or Transdisciplinary Design
• Analyzing complex journeys, services or systems and uncovering actionable insights.
• Proficiency in key service design practices, including journey mapping, blueprinting, co-creation, and concept development.
• Applying qualitative research and collaborating with quantitative researchers or analysts.
• Facilitating productive conversations with cross-functional teams and contributing to solution development.
• Presenting findings and opportunities through both narrative and visual storytelling.
• Using Miro, Figma and other collaborative platforms
• Applicants must be able to work onsite at Truist offices in Charlotte, NC at least 4 days per week.

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—planning research, synthesizing findings, mapping current states and proposing future-state concepts.
• Apply service design methods (e.g., journey mapping, blueprinting, service prototyping) to bring clarity and structure to ambiguous problem spaces.
• Facilitate cross-functional collaboration with product, tech, operations, and business stakeholders to co-create human-centered service improvements.
• Translate insights into actionable recommendations, framing opportunities in a way that supports prioritization and future development.
• Support alignment and storytelling, using visual artifacts and presentations to communicate ideas, systems and outcomes to a range of audiences.
• Contribute to the practice by sharing tools, methods, and learnings with peers and evolving team rituals and standards.
• Coach junior designers on service design tools and approaches within the context of projects.

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