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
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
and articulate the current and ideal customer and employee experiences.
Collaborate with other teams to make the experiences come to life
all aspects of workshops with our customers and employees to unearth their
needs, our employee’s needs, and how we serve those needs
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.
research, data analysis, interviews, etc. to support and develop customer
convey your ideas through clear communication, whether in team discussions,
presentations, documents to garner support for projects
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.
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
Location: United States-California-San Francisco
Requisition ID: 041841