Principal Service Designer

Truist Financial - Charlotte, NC

Full-time - Senior

Charlotte, NC

Credit Intermediation and Related Activities

About the position

At Truist, we believe in creating purposeful services and experiences that help build better lives and communities. With radical focus on the people we are designing for, our Experience Design team works to assess needs, ambitions, and limitations in order to create more connected and cohesive journeys for clients and teammates. We believe in the intentional use of research, UX/UI, and accessibility best practices to deliver quality experiences that people love to use. This hands-on Service Design role collaborates with multidisciplinary partners to provide consultation on extremely complex problems and drives the conceptualization of human-centric solutions across multiple platforms and channels. We believe in leading holistic, inter-connected business initiatives grounded in solid design foundations. This team influences a culture of innovation and excellence by guiding and inspiring Business and Design teammates. Our collective Design expertise in various practices, mindsets and methodologies help others to understand opportunities and think beyond the possible.

Responsibilities

• Translate business goals into human-centered needs
• Lead Design strategy and planning
• Lead Service Design activities from inception to execution, determining best tools/methods for best outcomes
• Partner closely with business leaders, journey architects and experience design researchers
• Connect the dots between people, process and technology
• Negotiate trade-offs between business objectives, technology constraints, user wants and risk mitigation
• Visualize complex systems, patterns and information
• Turn data, research and ideas into compelling stories
• Find the sweet spot between desirability, viability and feasibility
• Move quickly between the macro and micro, zooming in and out of problems and solutions
• Consider what is possible both now and next
• Evangelize the value of design and design thinking
• Design and facilitate co-creation and collaborative working sessions
• Mentor and develop exceptional design talent (but not line manage)
• Create highly innovative business opportunities that expand the value delivered to clients through digital and physical experiences
• Create and deliver world-class, end-to-end experiences and lead special/innovation projects
• Define standards and best practices that improve Service Design through active involvement and leadership
• Influence and support a culture of design excellence
• Consult and collaborate with talented teams in a supportive, complex environment and consider/apply broader organizational context and goals
• Communicate and collaborate in ways that fosters alignment across teams and builds productive partnerships
• Stay current on trends, theories, methods and processes in order to develop new practices that drive increased value and appreciation of design.

Requirements

• Bachelor's degree in related field (or equivalent work experience)
• 6+ years of experience in the field (may include equivalent education)
• Demonstrable experience leading large and/or complex projects
• Excellent ability to communicate ideas and rationales to influence decision-making
• Strong understanding and application of industry and discipline standards
• Extensive experience creating artifacts and executing ideas, as well as experience coaching teammates to execute
• Ability to give and accept critique, coaching, and feedback and to promote a culture of critique
• Demonstrated success driving results
• Proficiency in applicable software applications
• English language fluency

Nice-to-haves

• Relevant domain work experience
• Extensive experience interacting with creative teams, business owners and technical teams
• Comfortable with engineering/development processes, particularly Agile
• High comfort level in working within a self-directed culture and navigating ambiguity and coaching others in this skill
• A strong passion for improving people's lives through design.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• Disability insurance
• Accidental death and dismemberment insurance
• Tax-preferred savings accounts
• 401k plan
• Vacation days (minimum of 10 days)
• Sick days (minimum of 10 days)
• Paid holidays
• Defined benefit pension plan (depending on position and division)
• Restricted stock units (depending on position and division)
• Deferred compensation plan (depending on position and division)