Principal, Service Designer

Area of focus: Service Design At Valley Bank, we believe in people's growth potential. We invest in it. We protect it. We focus it. For nearly 100 years, we've been the bank that clients from every industry turn to for our expertise, strategies, and advice, building the kind of trust that can fuel every goal. We are the leading relationship bank built for growth, with over $60 billion in assets, 3,800 experts, and more than 200 consumer branches and commercial banking offices across the U.S. At Valley, we are all driven by an ambition that goes deeper than just having a job. That's why when you work for us, we help you focus on what drives you—turning your passions and strengths into assets that propel your ambitions and build the professional legacy you want. When we say we're a relationship bank built for growth, that is not just for our clients—it includes all our associates as well. About the Role Most designers work on experiences. Service designers work on the systems that make experiences possible. At Valley, we are looking for a Principal Service Designer who understands that distinction deeply and operates at the intersection of customer journeys, organizational processes, and physical and digital channels to make the system work better for everyone it touches. This is a senior role with significant organizational influence. Your canvas spans the full Consumer Bank: consumer, small business, and wealth management segments across every channel Valley operates. That means branch environments and digital products in the same conversation. It means service blueprints that account for what happens backstage as well as what customers experience front of house. And it means bringing a systems‑thinker's eye to some of the most complex cross‑channel journeys in financial services. The problems you will work on cannot be solved at the feature level. They require you to untangle a system and redesign it from the outside in, hold the long view while others are heads down in the sprint, and earn influence through the quality and clarity of your thinking rather than through organizational authority. What You Will Do Cross-Channel Journey Design Own the end‑to‑end mapping and redesign of high‑priority customer journeys across consumer, small business, and wealth management segments Design journeys that work coherently whether a customer starts on mobile, continues in a branch, and resolves through a contact center, treating channel transitions as design problems rather than operational inevitabilities Identify the moments where journeys break, stall, or fail customers and build the evidence base for why fixing them matters Maintain a living view of Valley's most critical journeys that can inform product roadmaps, operational priorities, and branch experience investments simultaneously Service Blueprinting and Systems Design Develop detailed service blueprints that connect the customer‑facing experience to the people, processes, technology, and policies that enable or undermine it Make the invisible visible: surface the backstage complexity that drives front‑stage friction and create a shared organizational understanding of how the service actually works versus how it is supposed to work Identify systemic failure points that individual product teams cannot see from their venue and bring them into focus for leadership Build a service design vocabulary and set of artifacts that become the common language for how Valley talks about and improves its customer experience Physical and Assisted Channel Design Bring service design rigor to branch environments, ATM interactions, and contact center experiences, not just digital products Partner with Branch Operations, Facilities, and Customer Care leadership to translate service design insights into changes in physical space, staffing models, and assisted channel scripts and flows Design for the moments that matter most in physical channels: account opening, problem resolution, advisory conversations, and the transitions between in‑person and digital interactions Ensure that physical and digital channels feel like parts of a coherent whole rather than separate experiences that happen to share a brand Organizational Influence Work across product, technology, operations, compliance, and business leadership to build shared ownership of the journeys and systems you are designing Translate service design artifacts into formats that resonate with non‑design audiences, from executive journey narratives to operational change briefs Partner closely with the Director of User Research to ensure service design work is grounded in customer evidence, not just process logic Mentor and elevate the systems thinking of UI designers and product owners across the organization even without direct management authority Responsibilities Included But Are Not Limited To Lead the definition and evolution of end‑to‑end digital experiences and platforms, ensuring they are cohesive, intuitive, and scalable across products and channels. Apply systems thinking to connect customer needs, product capabilities, technology, and operational processes into unified solutions. Establish and maintain standards, frameworks, and best practices that elevate quality, consistency, and efficiency across the organization. Influence strategy, prioritization, and decision‑making across cross‑functional teams without direct authority. Design and improve complex customer journeys, addressing friction points across digital, physical, and assisted touchpoints. Drive the integration of emerging technologies, including AI, into customer experiences and internal workflows in a responsible and effective way. Use data, research, and performance insights to identify opportunities, inform decisions, and continuously improve experience and platform outcomes. Required Skills Strong systems thinking with the ability to connect customer experience, technology, and operations. Deep understanding of UX principles, interaction design, and digital customer journeys. Demonstrated ability to influence cross‑functional teams in a matrixed organization. Excellent communication and storytelling skills, especially for complex concepts. Ability to define a long‑term experience vision while balancing near‑term delivery priorities. Required Experience High School diploma or GED equivalent and a minimum of 8 years in digital product management, UX design, service design, or related fields. Proven experience working on digital platforms or ecosystems spanning multiple products or channels. Preferred Experience Business degree in Business, Design, Technology, or related field. Background in service design, journey mapping, or design systems. Familiarity with AI‑enabled products and responsible AI design principles. Experience working across digital and assisted channels. #J-18808-Ljbffr Valley Bank