Senior Service Designer

Truist · Charlotte, NC

The position is described below. If you want to apply, click the Apply Now button at the top or bottom of this page. After you click Apply Now and complete your application, you'll be invited to create a profile, which will let you see your application status and any communications. If you already have a profile with us, you can log in to check status. Need Help? If you have a disability and need assistance with the application, you can request a reasonable accommodation. Send an email to Accessibility (accommodation requests only; other inquiries won't receive a response). Regular or Temporary: Regular Language Fluency: English (Required) Work Shift: 1st shift (United States of America) Please review the following job description: In accordance with Truist in-office policy, this role will be in office 5 days/week. At Truist, we believe exceptional experiences–both for our clients and teammates–are designed with intention. Our Service Design team plays a critical role in transforming the way people interact with financial services by applying human-centered design, behavioral science and data-driven insights. We focus on understanding needs, mapping end-to-end journeys and designing seamless, intuitive and impactful experiences that drive both client satisfaction and operational excellence. Service Designers at Truist work closely with Business partners to build holistic, longitudinal journeys that span products, platforms and touchpoints. Together, we create experiences that are not only intuitive but also operationally feasible by considering the interplay between people, process and technology. Our team also collaborates closely with various Research partners, leveraging qualitative insights and quantitative data to inform our work. In addition, we work across many cross-functional teams, facilitating multidisciplinary conversation fostering alignment across diverse perspectives. By identifying opportunities and shaping strategic recommendations, we help guide the future of both client and teammate experiences, ensuring the right problems are explored and addressed in meaningful ways. ESSENTIAL DUTIES AND RESPONSIBILITIES Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time. 1. Analyze client and teammate experiences to identify pain points, gaps and opportunities for improvement across journeys, services, and systems. 2. Lead end-to-end service design work on complex projects—planning research, synthesizing findings, mapping current states and proposing future-state concepts. 3. Apply service design methods (e.g., journey mapping, blueprinting, service prototyping) to bring clarity and structure to ambiguous problem spaces. 4. Facilitate cross-functional collaboration with product, tech, operations, and business stakeholders to co-create human-centered service improvements. 5. Translate insights into actionable recommendations, framing opportunities in a way that supports prioritization and future development. 6. Support alignment and storytelling, using visual artifacts and presentations to communicate ideas, systems and outcomes to a range of audiences. 7. Contribute to the practice by sharing tools, methods, and learnings with peers and evolving team rituals and standards. 8. Coach junior designers on service design tools and approaches within the context of projects. QUALIFICATIONS Required Qualifications: The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 1. Bachelor's degree in Service Design, Design Management, Strategic Design, Integrated Design or Transdisciplinary Design 2. 0-5 years of experience in Service Design, Design Management, Strategic Design, Integrated Design or Transdisciplinary Design roles (may inclu