Bank of the West Senior Customer Experience Designer, VP - (REMOTE) in Lansing, Michigan
Senior Customer Experience Designer, VP - (REMOTE)
At Bank of the West, our people are having a positive impact on the world. We’re investing where we feel we can make the most impact, like advancing diversity and women entrepreneurship programs, financing for more small businesses, and promoting programs for sustainable energy. From our locations across the U.S., Bank of the West is taking action to help protect the planet, improve people’s lives, and strengthen communities. We are part of BNP Paribas, a global leader supporting the UN Sustainable Development Goals (SDGs). Yes, we’re a bank, but as the bank for a changing world, we are continually seeking to improve the ways we help our customers, while contributing to more sustainable and equitable growth.
About the role:
You will lead or be part of a team involved with developing the strategy, planning and initiating customer experience projects designed to elevate and differentiate the Bank of the West customer experience. We are a lean team, so your work will range from big thinking to digging into the details. You’ll always be advocating for the customer, examining our customer’s journeys, touchpoints so we can improve, sustain and standardize experiences. You will use customer insights to help inform decisions to improve our customer’s experiences. We want our customer experience to be a North Star for others including our prospective customers and the CX community. The perfect candidate will be a Senior Service Designer with a passion for delivering high quality experiences to customers and employees.
Envision, define and deliver customer experiences, leading multi-disciplined teams to advocate and drive from concept to pilot and transitioning effectively to ensure a smooth in-market execution
Design and articulate the current and ideal customer and employee experiences. Collaborate with other teams to make the experiences come to life
Lead all aspects of workshops with our customers and employees to unearth their needs, our employee’s needs, and how we serve those needs
Define measurement strategies and tactics, then measure the effectiveness of individual projects using techniques that include but are not limited to design thinking tools and methods including ethnography and in-field research and other voice of the customer data.
Effectively convey your ideas through clear communication, whether in team discussions, presentations, documents to garner support for projects
Adapt to new opportunities and challenges as the business evolves.
Requires mastery level knowledge (10 years) of service design typically obtained through advanced education combined with experience.
Well-versed with the principles of human-centered design process and design thinking framework
Experience in building new experiences or reimagining experiences.
Experience leading/facilitating design research, workshops, and other co-working sessions with non-designers.
Has a strong portfolio highlighting service design, design research/strategy, conceptualization and visualization, synthesis/insights, storytelling, prototyping
Able to navigate a complex organization to get the answer you need through perseverance and personal initiative, drive and conviction
Passionate advocate for the customer and a champion for change, willing to challenge the status quo and push a team and the company beyond its comfort zone through compelling data, constant communication, and aptitude for building bridges across functions in the face of resistance
Equal Employment Opportunity Policy
Bank of the West is an Equal Opportunity employer and proud to provide equal employment opportunity to all job seekers without regard to any status protected by applicable law. Bank of the West is also an Affirmative Action employer - Minority / Female / Disabled / Veteran.
Bank of the West will consider for employment qualified applicants with criminal histories pursuant to the San Francisco Fair Chance Ordinance subject to the requirements of all state and federal laws and regulations.
Location: United States-Arizona-Tucson
Other Locations: United States-Illinois-General IL, United States-Michigan-General MI, United States-Idaho-General ID, United States-Colorado-General CO, United States-Connecticut-General CT, United States-Washington-General WA, United States-Delaware-General DE, United States-Texas-General TX, United States-Oregon-General OR, United States-California-General CA, United States-Nebraska-General NE
Requisition ID: 059672