Service Design Lead

BNY Mellon•New York, NY

11d•Onsite

About The Position

We are seeking a seasoned Service Designer who can operate at both the strategic and systems level to help shape the future of Banking-as-a-Service. In this role, you will design and orchestrate the end-to-end services, ecosystems, operating models, and business capabilities that make a digital bank possible. You will establish the frameworks, research practices, service blueprints, and evidence that guide how we deliver cohesive, scalable, and trusted experiences. You will bring together client insight, business strategy, operational realities, and emerging technology to design services that are human-centered, resilient, and commercially viable. You will join a close, supportive design team that works with pace, candor, and generosity while holding an unusually high bar for craft and impact. We expect leaders to remain hands-on, make their thinking visible through exceptional artifacts, invite critique, and help colleagues do the strongest work of their careers. Our benchmark is not simply the standard for financial institutions; it is the best work in product, service, and technology design.

Requirements

Strategic Design: Visionary service designer who translates ambiguous challenges into clear service concepts, operating models, business models, and blueprints.
Research and Evidence: Rigorous researcher who plans and conducts qualitative and quantitative discovery, connects client, employee, business, and platform needs, and brings credible evidence into decisions.
AI-Enabled Service Design: Skilled at using generative AI and emerging tools throughout the service design process, including research planning, interview and survey development, synthesis, pattern identification, journey and blueprint creation, concept exploration, prototyping, and the presentation of findings. Uses AI to accelerate and deepen the work without outsourcing judgment and validates outputs for accuracy, bias, traceability, privacy, and regulatory risk.
Service Design and Process Innovation: Systems thinker who maps journeys, ecosystems, service processes, policies, and dependencies to reveal root causes, simplify complexity, and create product, platform, and operational innovation.
Artifact Excellence: Produces exceptional, decision-ready artifacts such as service blueprints, journey and ecosystem maps, research readouts, operating models, prototypes, and executive narratives. The work should be precise, visually clear, grounded in evidence, and strong enough to stand on its own with senior audiences.
Prototyping and Testing: Hands-on prototyper and experimenter who builds, tests, and refines concepts, pilots, and simulations to validate assumptions, expose service and operational risks, and derisk bold bets.
Facilitation and Alignment: Experienced facilitator who brings clients, designers, engineers, product managers, operations partners, and business leaders together to make complex decisions and turn shared understanding into action.
Outcomes and Measurement: Defines clear hypotheses, success measures, and learning plans, then connects service design decisions to client outcomes, operational performance, commercial value, and risk reduction.
Storytelling and Communication: Shapes narratives that turn complex research and systems insight into clear, compelling, and actionable findings for working teams, senior stakeholders, and executives.
Collaboration: Generous and accountable partner who shares work early, gives and receives direct feedback, supports teammates, and strengthens a culture in which quality and collaboration reinforce one another.
Mentorship and Leadership: Mentor and thought partner who brings depth of expertise, elevates the craft of others, and actively raises the bar for the service design practice across the organization.
Technology: Technology-fluent designer who understands how APIs, orchestration layers, cloud-native platforms, data, automation, and fintech enablers combine to create resilient, future-ready service ecosystems.
A portfolio is required to be considered for this position. This portfolio should demonstrate some or most of the expertise described above and should be enough of a contextual indicator that you’re qualified for the role. Your portfolio might take the form of a deck showcasing a few key case studies.
Typically, a candidate at this level has 10-12 years of experience and previous experience in regulated spaces like finance, health or insurance.

Responsibilities

Design and orchestrate end-to-end services, ecosystems, operating models, and business capabilities.
Establish frameworks, research practices, service blueprints, and evidence to guide service delivery.
Integrate client insight, business strategy, operational realities, and emerging technology into service design.
Translate ambiguous challenges into clear service concepts, operating models, business models, and blueprints.
Plan and conduct qualitative and quantitative discovery research.
Connect client, employee, business, and platform needs.
Use generative AI and emerging tools throughout the service design process.
Map journeys, ecosystems, service processes, policies, and dependencies.
Produce exceptional, decision-ready artifacts such as service blueprints, journey and ecosystem maps, research readouts, operating models, prototypes, and executive narratives.
Build, test, and refine concepts, pilots, and simulations.
Facilitate complex decision-making processes with diverse stakeholders.
Define clear hypotheses, success measures, and learning plans.
Shape narratives that communicate complex research and systems insight.
Collaborate generously and accountably with teammates.
Mentor and act as a thought partner to elevate the craft of others.
Understand how APIs, orchestration layers, cloud-native platforms, data, automation, and fintech enablers combine to create resilient, future-ready service ecosystems.