Senior Service Designer — Shape End-to-End Journeys

Truist Financial Corporation; Charlotte (NC); On-site; USD 70,000 - 110,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401k plan

Vacation days (min. 10 days)

Job summary

Truist invites applicants for a Service Designer role focused on human-centered financial services experiences. The position emphasizes in-office collaboration five days a week, partnering with product, tech, and operations to map journeys and design future-state concepts.

The team applies qualitative and quantitative insights to improve client and teammate experiences, balancing people, process, and technology while driving operational excellence.

Qualifications

• Ability to analyze complex journeys, services or systems and uncover actionable insights.
• Experience applying qualitative research and collaborating with quantitative researchers or analysts.
• Strong communication skills and ability to present findings through narrative and visuals.
• Familiarity with tools like Miro, Figma and other collaborative platforms.
• English language fluency.

Responsibilities

• Analyze client and teammate experiences to identify pain points, gaps 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 in a way that supports prioritization and future development.
• Support alignment and storytelling, using visual artifacts and presentations to communicate ideas, systems and outcomes to a range of audiences.
• 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 the context of projects.

Skills

Analytical thinking

Qualitative research

Cross-functional collaboration

Communication skills

English fluency

Education

Bachelor's degree in Service Design, Design Management, Strategic Design, Integrated Design or Transdisciplinary Design

Tools

Miro

Figma

Job description

Truist invites applicants for a Service Designer role focused on human-centered financial services experiences. The position emphasizes in-office collaboration five days a week, partnering with product, tech, and operations to map journeys and design future-state concepts.

The team applies qualitative and quantitative insights to improve client and teammate experiences, balancing people, process, and technology while driving operational excellence.