Shape the future of user experience with strategic design initiatives that blend business needs and user insights.
As a Vice President Experience Design in Small Business Credit Card you will play a pivotal role in shaping the user experience across our products and services. Leveraging your deep knowledge of design and research practices to lead strategically important initiatives and develop innovative solutions that align with business requirements and user needs. As a subject matter expert, collaborate with cross-functional teams, guide, and mentor junior designers, and foster a culture of inclusivity and accessibility. Your expertise in experience strategy and inclusive design will ensure that our offerings are not only visually appealing but also accessible and user-friendly, enhancing the overall customer experience.
You will lead early-stage discovery through delivery for both new and current experience for Small Business Card, connect dots across journeys and systems, and turn ambiguity into a shared point of view, aligned decisions, and an actionable path forward. This individual contributor role flexes across initiatives; success is measured by alignment, execution, and improvement to the customer experience, not a project.
Job responsibilities
- Develop and execute design/research strategies for complex projects and ensure alignment with business objectives and user needs across multiple product areas
- Diagram service flows and product features, design wireframes, and prototype interactions for key touchpoints as you lead end-to-end design initiatives within a specific domain.
- Drive the adoption of inclusive design practices and accessibility guidelines, mentor junior designers and foster a culture of diversity and inclusion
- Collaborate with cross-functional teams to integrate user experience design into the product development processes and ensure seamless and customer-centric solutions
- Analyze market trends, gather feedback from user research, and learn from data insights to inform design decisions and optimize user experiences across various platforms and channels
- Lead design strategy in collaboration with cross-functional partners to frame problems, clarify customer needs, and identify opportunity areas to create a cohesive end-to-end product experience across the Small Business Card and Business Banking ecosystem
- Create strategic decision-ready artifacts such as north-star journeys, experience maps, journey narratives, experience roadmaps, and prioritized CX gap inventories across Small Business Card, Business Banking, and Consumer Card that unify and guide cross-functional teams on what to solve and why
- Deliver across concurrent projects and efficiently scale execution of design direction, providing status and transparency to leadership
- Present your work to a diverse selection of business stakeholders and the broader product and technology organization—and use your expertise in design thinking to plan and facilitate ideation and alignment workshops with project stakeholders
- Establish operating cadence, manage dependencies/risks, knowing and how to balance discovery with delivery, and drive stakeholder alignment to decisions
Required qualifications, capabilities, and skills
- 5+ years of experience or equivalent expertise in user experience design or similar roles
- Demonstrated ability to create visual representations of user journeys, such as storyboarding, wireframes, and prototypes
- Demonstrated experience in inclusive design and accessibility guidelines, with the ability to incorporate diverse perspectives and abilities into design solutions
- Proven ability to develop experiences that meet or exceed the initial proposal of a product or experience, including the development of transformational innovation strategies and the creation of 'north star' representations to drive customer-centric decision-making
- Advanced technical literacy, including an advanced understanding of client-side technologies, APIs, microservices, and the components of the technology stack, as well as their impact on user experience
- Demonstrated strength as an accountable owner to independently drive ambiguity in early-stage discovery to define clear strategic definition, leading cross-functional alignment, and delivering executive-ready artifacts
- Demonstrated ability to connect work across multiple teams, platforms, lines of businesses and constraints to deliver cohesive experiences.
- Understanding and practice of the different phases of the user research and design process—including validating hypotheses with users, effectively communicating concepts, and creating low/high fidelity prototypes for both visual and conversational interfaces
- Ability to influence and align cross-functional partners in a regulated, highly matrixed environment, balancing speed, scope, and quality
- Portfolio demonstrating 0→1 discovery resulting in an approved roadmap, design strategy, interactive prototypes, experience roadmaps and design delivery files
- Experience using AI as part of your design workflow, such as create working prototypes to drive conversations forward
Preferred qualifications, capabilities, and skills
- Design leadership experience
- Experience in financial services, fintech, credit cards, or other regulated industries with frequent Risk/Legal/Compliance partnership
- Experience shaping experience‑led metrics or success measures in partnership with Product and Data