Overview
Lead service design activities for the company facing design team in partnership with research and UX Design and business partners. Develop service blueprints and customer journeys and articulate existing and envisioned service experiences integrating stakeholders' needs, multi-channel touch points, and back-end service delivery systems. Explore and articulate options for service propositions beyond product propositions based on knowledge of customer context. Plan and lead co-creation workshops with clients, partners, and customers as part of analysis and design of new services. Create and test service prototypes to gain insight into assumptions and questions of service delivery. Work at varying levels of fidelity to test isolated assumptions and holistic service experiences. Create user-focused strategies, innovations, solutions and experiences. Provide design thought leadership to senior business stakeholders and co-create approaches between design and other stakeholders. May work remotely pursuant to First Citizens' Remote Work Guidelines policy.
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Qualifications
Position requires a Bachelor's degree in Design, Design Research, or related field plus four (4) years of experience in the job offered or four (4) years of experience as a Design Consultant, Design Manager, or in a related occupation. Alternatively, the employer will accept a Master's degree in Design, Design Research or related field plus two (2) years of experience in the job offered or two (2) years of experience as a Design Consultant, Design Manager, or in a related occupation.
Position requires experience leading complex, large scale, transformational, or multiple simultaneous projects with remote teams. Requires demonstrable design advocacy and mentoring skills to provide strategic and tactical design direction. Requires project management experience coordinating across teams and stakeholders to meet project milestones and effectively communicate status, updates, and risks. Requires proven experience using and implementing service design methods for digital products. Requires the ability to translate complex product and organizational processes into compelling and actionable insights and artifacts. Requires experience with design sprint planning and execution. Requires experience creating service blueprints and journey maps. Requires experience communicating business impact, collaborating cross-functionally by participating in and facilitating alignment sessions with business partners, product managers, and engineers using Power Point, Sharepoint, Zoom/Microsoft Teams, or Mural. Requires experience with project management. Requires experience with Miro and Mural to create service blueprints and journey maps. Requires experience conducting User Research and Interviews over Zoom/Microsoft Teams. Requires experience creating concept wireframes and mockups tools using Sketch, Illustrator, Miro, Figma, or hand sketches. May work remotely pursuant to First Citizens' Remote Work Guidelines policy. This is a remote role that may be hired in several markets across the United States.
The base pay for this position is generally between $112,486 and $182,486. Actual starting base pay will be determined based on skills, experience, location, and other non-discriminatory factors permitted by law. For some roles, total compensation may also include variable incentives, bonuses, benefits, and/or other awards as outlined in the offer of employment.
First Citizens benefits programs are designed to meet our associates where they are in life. Full-time associates (20+ hours) are offered a comprehensive benefits program, with customized offerings, including those designed to support families, however defined. More information regarding our benefits offerings can be found here: https://jobs.firstcitizens.com/benefits
To Apply: Go to https://jobs.firstcitizens.com/jobs and submit your resume to Job #24330. #EJC and #LI-DNI