Service Design Leader

The Bank of New York Mellon • New York, NY

78d • $102,000 - $246,000

About The Position

At BNY, our culture allows us to run our company better and enables employees' growth and success. As a leading global financial services company at the heart of the global financial system, we influence nearly 20% of the world's investible assets. Every day, our teams harness cutting-edge AI and breakthrough technologies to collaborate with clients, driving transformative solutions that redefine industries and uplift communities worldwide. Recognized as a top destination for innovators and champions of inclusion, BNY is where bold ideas meet advanced technology and exceptional talent. Together, we power the future of finance - and this is what #LifeAtBNY is all about. Join us and be part of something extraordinary. We're seeking a future team member for the role of Service Design Leader to join our Treasury Services team. This role is located in New York, NY. 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 won't just be refining existing touchpoints - you'll be designing and orchestrating the end-to-end services, ecosystems, and business models that make a digital bank possible. As a Service Designer, you will be instrumental in establishing the frameworks, research practices, and service blueprints that guide how we deliver cohesive, scalable, and trusted experiences. You'll bring together user insight, business strategy, and emerging technology to design services that are not only intuitive and human-centered, but also operationally resilient and commercially viable.

Requirements

• 10-12 years of experience in service design or related fields.
• Experience in regulated spaces like finance, health, or insurance.
• Strong ability in user-centered research and evidence-based decision making.
• Proficiency in service design and process innovation.
• Experience in cross-functional collaboration.
• Ability to prototype and test service concepts.
• Strong storytelling and communication skills.
• Mentorship and leadership experience.

Nice To Haves

• Experience with digital banking services.
• Familiarity with emerging technologies in financial services.

Responsibilities

• Translate ambiguous challenges into service concepts, business models, and blueprints that redefine how digital banking services are built and delivered.
• Uncover real user, business, and platform needs and pain points through qualitative and quantitative discovery.
• Map journeys, ecosystems, and service processes, spotting opportunities to simplify complexity and drive product and platform innovation.
• Collaborate with designers, engineers, product managers, and business leaders to ensure services are cohesive and scalable.
• Build, test, and refine pilots and simulations to validate ideas and derisk bold bets.
• Shape narratives that distill complex insights into clear, compelling messages, influencing stakeholders and executives.
• Mentor and elevate others in the service design practice across the organization.
• Understand how APIs, orchestration layers, cloud-native platforms, and fintech enablers fit together to create resilient, future-ready service ecosystems.

Benefits

• Highly competitive compensation.
• Access to flexible global resources and tools.
• Generous paid leaves.
• Wellbeing programs.
• Family-friendly, inclusive employment policies.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Securities, Commodity Contracts, and Other Financial Investments and Related Activities
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees