Bank of the West Senior Customer Experience Designer in San Francisco, California

Senior Customer Experience Designer


What sets Bank of the West

apart from other banks is our team members–they embody the optimistic spirit of

the West. There is a spirit here that drives us to do more. Our team of more

than 10,000 employees is vital to the success of our Bank. They reflect our

modern western values—straightforward, entrepreneurial and optimistic. We seek

to create a corporate culture that fosters and rewards excellence, encourages

creative thinking and respects diversity – an environment where team members

are engaged, supportive of one another and enthusiastic about serving our

customers. Bank of the West offers the stability of a company that has a 135

year history and is part of BNP Paribas, a European leader in global banking

and financial services and one of the 6 strongest banks in the world. We offer

opportunities across our diverse business lines – Retail Banking, Commercial

Banking, National Finance, and Wealth Management.

About Bank of the West:

We are focused on the

positive impact we can make in the world. The world is changing, and we're

transforming to meet those changes. There’s no slower word in the English

language than "progress". We need change now — not incremental change

for the distant future. By making tough but necessary choices about what we

fund (and what we no longer fund) we are accelerating important transitions in

energy, employment equality and social programs that we believe will have a

positive impact. We’re anti-waiting, pro action, and that’s how real change


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, 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 killer Product and Project Mgmt sense

with a passion for delivering high quality experiences to customers and



  • 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.

  • Conduct

research, data analysis, interviews, etc. to support and develop customer

experience projects.

  • 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.




  • Bachelor’s Degree

  • Requires mastery level knowledge (10 years) of service design typically obtained through advanced education combined with experience.

  • 3 years of work experience as a product manager at a design, agency or technology company.

  • 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, success metrics, and project management

  • 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

Job: Consumer

Location: United States-California-San Francisco

Requisition ID: 041841