Woman in financial center shaking hands with customer
Back to search results

Lead Service Designer

Charlotte, North Carolina;

Job Description:

Lead Service Designer

At Bank of America, we’re guided by a common purpose: to help make financial lives better by connecting clients and communities to the resources they need to be successful. Bank of America’s Experience Design team includes interaction designers, graphic designers, researchers, strategic designers, design program managers, content strategists, design technologists and other creative professionals. The team is constantly iterating, solving problems, and working together to find ways all our digital platforms can empower customers to reach their financial goals in more customized, intuitive, innovative, engaging, secure, and time-saving ways.

As a Lead Service Designer, you will

  • Create seamless, human-centered, experiences for consumer banking customers with consideration for entire end-to-end journeys

  • Lead best practices regarding, ideation workshops, consumer journey mapping, service blueprinting and an experience roadmap that align to insights associated with customer user pain-points and opportunities based on a variety of human-centered design methods and frameworks.

  • Partner with Line of Business and digital teams to collaborate and guide human centered design methodologies, from the discovery phase to prototyping deliver a viable and feasible experiences

  • In this role as player/coach, you will lead initiatives end to end, guiding other designers

  • Throughout, you will work closely with technology partners to identify enablers and capabilities and business partners to understand the objectives and goals set by executive management.

  • Help define and amplify departmental process improvements by creating new tools, methodologies, and innovative approaches for the team

  • Present concepts for end-to-end service offerings to a wide variety of audiences

  • Proactively collaborate with data, marketing, business, technology and other customer experience partners to optimize strategy

  • Your work has the potential to impact not only the growth of design practice and culture at Bank of America, but to facilitate a best-in-class integration of mobile, web, ATM and financial center experiences with new and emerging technologies.

You’re a person who has (required skills)

  • 7+ years of well-rounded design experience.

  • An outstanding portfolio that exemplifies excellence.

  • Strong project and team leadership experience with a track record of inspiring your team to deliver world-class solutions.

  • Excellent presentation and moderation skills.

  • Mastery of Sketch, Adobe Creative Suite, Principle, Invision, Keynote, and other design and management tools.

  • Mastery in multi-channel industry standards and best practices.

  • Work co-located with other designers and partners.

And you are a person who:

  • Thinks beyond one design solution and one technical platform, seeking smart reusability and variability.

  • Is an enthusiastic, highly motivated self-starter with a strong work ethic and an intense focus on achieving results.

  • Collaborates and builds trust with design, product, and tech partners.

  • Proactively seeks out strategic partnerships across organizations at every level.

  • Actively participates in design meetings and critiques, ensuring adherence to standards while keeping an eye out for improvements or reasonable exceptions.

  • Owns your schedule and delivers on time.

  • Potential future travel occasionally.

You’ll be better prepared if you have (desired skills)

  • Financial or similar complex industry experience.

  • Mastery of human-centered design methodologies and rapid ideation processes such as Lean XD and Design Sprints.

  • Comfortable with leading primary research efforts and usability studies.

  • Project management experience.

We’re a culture that

  • Is committed to building a workplace where every employee is welcomed and given the support and resources to build and advance their careers.  Along with taking care of our clients we want to be a great place for people to work, and we strive to create an environment where all employees have the opportunity to achieve their goals.

  • Believes diversity makes us stronger so we can reflect, connect to and meet the diverse needs of our clients around the world.

  • Provides continuous training and developmental opportunities to help employees achieve their goals, whatever their background or experience.

  • Is committed to advancing our tools, technology and ways of working.  We always put our clients first to meet their evolving needs.

  • Believes in responsible growth and is dedicated to supporting communities around the world by connecting them to the lending, investing and giving they need to remain vibrant and vital.


1st shift (United States of America)

Hours Per Week: 


Learn more about this role

Full time


Manages People: No

Travel: Yes, 10% of the time


Talent Acquisition Contact:

Referral Bonus: