Service Design Vice President
On-site · Wilmington, Delaware, United States
Job Summary
Service Design Vice President in Consumer and Community Banking leads cross-functional teams to shape end-to-end customer experiences through service design principles, journey mapping, and service blueprinting. Responsibilities include developing and implementing a comprehensive service strategy across products and platforms, creating experience maps and prototypes, championing inclusive and accessible experiences, and partnering with product stakeholders to align priorities with business goals. Demonstrates strategic leadership to senior stakeholders, guides planning and execution with quality standards, and leverages storytelling and visual design to communicate impact.
Required Qualifications
- 5+ years of experience in service design, experience design, or a related field focusing on end-to-end customer experiences
- proven record in journey mapping, service blueprinting, and storyboarding
- experience creating direct and indirect experiences for diverse users
- ability to work in cross-functional teams and facilitate collaboration
- experience with fast-paced, iterative design approaches with frequent testing and refinement
- expertise in creating visual representations of user journeys (journey mapping, service blueprinting, storyboarding, wireframes, prototypes)
- degree in relevant design discipline or certification or equivalent work experience
- experience planning and conducting user research to identify factors influencing service use and effectiveness
- expertise in user-centered design and problem solving
- ability to lead workshops and effectively present to stakeholders
- strategic leadership and implementation experience including identifying feasible changes, outlining timeframes and resources
- experience measuring success with OKRs
Apply with one swipe on Sorce. We auto-fill applications and apply on your behalf — no cover letters, no 40-minute forms.
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.