Experience Design Senior Associate - Service Design

Join our dynamic team to elevate your service design career. As a Service Design Senior Associate within the Auto Lending team, you will play a pivotal role in developing end-to-end customer and employee experiences by leveraging your advanced knowledge of service design principles. You will identify gaps, solve complex problems, and make informed recommendations for enhancing customer experiences. Join us in shaping the future of employee and customer experiences. 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. 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. Preferred qualifications, capabilities, and skills Examples of portfolio/work samples to be presented