Service Design Senior Associate

Join our dynamic team to redefine service design, fostering innovative and inclusive customer experiences.  

As a Service Design Senior Associate in Cash & Check Management (CACM), you will play a pivotal role in developing end-to-end customer and employee experiences by leveraging your advanced knowledge of service design principles. As a core contributor participate in the execution of service strategies designed to serve our employees’ and customers’ experiences navigating products and services. Your expertise in service design, coupled with a strong understanding of the financial services industry, will enable you to identify gaps, solve complex problems, and make informed recommendations for enhancing customer experiences. Your focus will be on strategic thinking and decision-making and contributing to the continuous improvement of our products and services as you work independently and provide guidance to your peers. Join us in shaping the future of employee and customer experiences.  

The position partners closely with Product, Technology, Operations, and Data teams to improve complex operational workflows and service ecosystems. Exposure to AI-enabled or agentic delivery models is a plus. 

Job responsibilities  

• Design and implement end-to-end service experiences and draft service blueprints to enhance direct and indirect experiences for product features of moderate complexity  
• Collaborate with cross-functional teams to identify user needs, preferences, and expectations and ensure the development of inclusive and accessible products and services  
• Draft journey maps and service blueprints to visualize and optimize service processes, touchpoints, and interactions and identify areas for improvement and innovation  
• Participate in workshops to gather information from customers to understand where improvements can be made along the customer journey  
• Assist in the creation of experience maps and service prototypes that illustrate customer journeys  
• Operate with an iterative design mindset as you incorporate user feedback and insights to continuously improve the overall customer journey experiences of our offerings  
• Translate ambiguous business processes into clear, structured service models.  
• Lead workshops with cross-functional partners to align on user needs, process gaps, and experience opportunities.  
• Identify dependencies, handoffs, and pain points across systems and teams.  
• Support the translation of service design outputs into AI-enabled or agentic workflows. 

Required qualifications, capabilities and skills  

• 3+ years of experience or equivalent expertise in service design, with a focus on end-to-end customer and employee experiences in the financial services industry  
• Proven ability drafting service blueprints, journey mapping, and creating compelling storyboards that address direct and indirect experiences for a diverse customer base  
• Demonstrated experience in inclusive design, accessibility guidelines, and assistive technology, ensuring products and services cater to all users’ needs  
• Proficient knowledge of user experience design principles and the ability to apply them to projects of moderate scope, spanning across multiple products or disciplines  
• Prior experience in performing iterative design, storyboarding, and information architecture, with a track record of delivering innovative and customer-centric solutions  
• Experience working in ambiguous problem spaces and helping teams define problems before identifying solutions. 
• Demonstrated ability to facilitate workshops and drive alignment across cross-functional stakeholders. 
• Strong understanding of collaboration across Product, Technology, Operations, and Design teams. 
• Experience analyzing operational workflows to identify dependencies, h