Senior Service Designer: Lead Human-Centered Journeys

Truist Financial Corporation; 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

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.