Senior Service Designer

Truist Bank; Charlotte (NC); On-site; USD 90,000 - 120,000; Full time

Job summary

Truist Financial Corporation is seeking a Service Designer to join our in-office team in Charlotte, NC. The role emphasizes human-centered design, behavioral science and data-driven insights to improve client and teammate experiences.

You will work with business partners to map end-to-end journeys, design seamless experiences, and translate insights into practical, operational improvements across products, platforms and touchpoints.

Qualifications

• Bachelor’s degree in Service Design, Design Management, Strategic Design, Integrated Design or Transdisciplinary Design
• 0-5 years of experience in Service Design roles (may include academic education/internships) with a portfolio
• Proven ability to analyze complex journeys, services or systems and uncover actionable insights
• Proficiency in journey mapping, blueprinting, co-creation, and concept development
• Experience applying qualitative research and collaborating with quantitative researchers or analysts
• Ability to facilitate productive conversations with cross-functional teams and contribute to solution development
• Strong communication skills with narrative and visual storytelling
• Experience in large or regulated organizations preferred; familiarity with Miro, Figma

Responsibilities

• Analyze client and teammate journeys to identify pain points and opportunities for improvement across journeys, services, and systems.
• Lead end-to-end service design work on complex projects—planning research, synthesizing findings, mapping current states and proposing future-state concepts.
• Apply service design methods (e.g., journey mapping, blueprinting, service prototyping) to bring clarity and structure to ambiguous problem spaces.
• Facilitate cross-functional collaboration with product, tech, operations, and business stakeholders to co-create human-centered service improvements.
• Translate insights into actionable recommendations, framing opportunities for prioritization and future development.
• Support alignment and storytelling, using visual artifacts and presentations to communicate ideas, systems and outcomes.
• Contribute to the practice by sharing tools, methods, and learnings with peers and evolving team rituals and standards.
• Coach junior designers on service design tools and approaches within project contexts

Skills

Journey mapping

Blueprinting

Co-creation

Storytelling

Qualitative research

Cross-functional collaboration

Education

Bachelor’s degree in Service Design

Tools

Miro

Figma

Job description

Regular or Temporary: Regular Language Fluency: English (Required) Work Shift: 1st shift (United States of America)

In accordance with Truist in-office policy, this role will be in office 5 days/week.

At Truist, we believe exceptional experiences–both for our clients and teammates–are designed with intention.

Our Service Design team plays a critical role in transforming the way people interact with financial services by applying human-centered design, behavioral science and data-driven insights.

We focus on understanding needs, mapping end-to-end journeys and designing seamless, intuitive and impactful experiences that drive both client satisfaction and operational excellence.

Service Designers at Truist work closely with Business partners to build holistic, longitudinal journeys that span products, platforms and touchpoints.

Together, we create experiences that are not only intuitive but also operationally feasible by considering the interplay between people, process and technology.

Our team also collaborates closely with various Research partners, leveraging qualitative insights and quantitative data to inform our work.

In addition, we work across many cross-functional teams, facilitating multidisciplinary conversation fostering alignment across diverse perspectives.

By identifying opportunities and shaping strategic recommendations, we help guide the future of both client and teammate experiences, ensuring the right problems are explored and addressed in meaningful ways.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Analyze client and teammate experiences to identify pain points, gaps and opportunities for improvement across journeys, services, and systems.
2. Lead end-to-end service design work on complex projects—planning research, synthesizing findings, mapping current states and proposing future-state concepts.
3. Apply service design methods (e.g., journey mapping, blueprinting, service prototyping) to bring clarity and structure to ambiguous problem spaces.
4. Facilitate cross-functional collaboration with product, tech, operations, and business stakeholders to co-create human-centered service improvements.
5. Translate insights into actionable recommendations, framing opportunities in a way that supports prioritization and future development.
6. Support alignment and storytelling, using visual artifacts and presentations to communicate ideas, systems and outcomes to a range of audiences.
7. Contribute to the practice by sharing tools, methods, and learnings with peers and evolving team rituals and standards.
8. Coach junior designers on service design tools and approaches within the context of projects.

QUALIFICATIONS

1. Bachelor’s degree in Service Design, Design Management, Strategic Design, Integrated Design or Transdisciplinary Design
2. 0-5 years of experience in Service Design, Design Management, Strategic Design, Integrated Design or Transdisciplinary Design roles (may include academic education and internships), including portfolio of past work examples
3. Proven ability to analyze complex journeys, services or systems and uncover actionable insights.
4. Proficiency in key service design practices such as journey mapping, blueprinting, co-creation, and concept development.
5. Experience applying qualitative research and collaborating with quantitative researchers or analysts.
6. Ability to facilitate productive conversations with cross-functional teams and contribute to solution development.
7. Strong communication skills, with the ability to present findings and opportunities through both narrative and visual storytelling.
8. Experience working in large or regulated organizations preferred but not required.
9. Familiarity with tools such as Miro, Figma and other collaborative platforms.
10. English language fluency

Preferred Qualifications

1. Master’s degree in Service Design and/or related fields
2. Relevant domain work experience
3. Experience interacting with creative teams, business owners and technical teams
4. Working knowledge of engineering/development processes, particularly Agile
5. Comfort level in working within a self-directed culture and navigating ambiguity
6. A strong passion for improving people's lives through design

General Description of Available Benefits for Eligible Employees of Truist Financial Corporation

• All regular teammates (not temporary or contingent workers) working 20 hours or more per week are eligible for benefits, though eligibility for specific benefits may be determined by the division of Truist offering the position.
• Truist offers medical, dental, vision, life insurance, disability, accidental death and dismemberment, tax-preferred savings accounts, and a 401k plan to teammates.
• Teammates also receive no less than 10 days of vacation (prorated based on date of hire and by full-time or part-time status) during their first year of employment, along with 10 sick days (also prorated), and paid holidays.
• For more details on Truist’s generous benefit plans, please visit our Benefits site.
• Depending on the position and division, this job may also be eligible for Truist’s defined benefit pension plan, restricted stock units, and/or a deferred compensation plan.
• As you advance through the hiring process, you will also learn more about the specific benefits available for any non-temporary position for which you apply, based on full-time or part-time status, position, and division of work.

Truist is an Equal Opportunity Employer that does not discriminate on the basis of race, gender, color, religion, citizenship or national origin, age, sexual orientation, gender identity, disability, veteran status, or other classification protected by law.

Truist is a Drug Free Workplace. EEO is the Law E-Verify IER Right to Work About Truist Truist is a purpose-driven financial services company, formed by the historic merger of equals of BB&T and SunTrust. We serve clients in a number of high-growth markets in the country, offering a wide range of financial services.

At Truist, our purpose is to inspire and build better lives and communities. That happens through real care to make things better. To meet client needs, to empower teammates, and to lift up communities. Learn more about Truist on truist.com.