Service Design Lead

We are seeking a Service Design Lead for our Global Payments & Trade Platform. This role will be located in New York, NYWe are seeking a seasoned Service Designer who can operate at both the strategic and systems level to help shape the future of Banking-as-a-Service. In this role, you will design and orchestrate the end-to-end services, ecosystems, operating models, and business capabilities that make a digital bank possible.You will establish the frameworks, research practices, service blueprints, and evidence that guide how we deliver cohesive, scalable, and trusted experiences. You will bring together client insight, business strategy, operational realities, and emerging technology to design services that are human-centered, resilient, and commercially viable.You will join a close, supportive design team that works with pace, candor, and generosity while holding an unusually high bar for craft and impact. We expect leaders to remain hands-on, make their thinking visible through exceptional artifacts, invite critique, and help colleagues do the strongest work of their careers. Our benchmark is not simply the standard for financial institutions; it is the best work in product, service, and technology design.What we’re looking for: Strategic Design- A visionary service designer who translates ambiguous challenges into clear service concepts, operating models, business models, and blueprints that redefine how digital banking services are built and delivered.Research and Evidence - A rigorous researcher who plans and conducts qualitative and quantitative discovery, connects client, employee, business, and platform needs, and brings credible evidence into decisions throughout the work.AI-Enabled Service Design - Skilled at using generative AI and emerging tools throughout the service design process, including research planning, interview and survey development, synthesis, pattern identification, journey and blueprint creation, concept exploration, prototyping, and the presentation of findings.Uses AI to accelerate and deepen the work without outsourcing judgment and validates outputs for accuracy, bias, traceability, privacy, and regulatory risk.Service Design and Process Innovation - A systems thinker who maps journeys, ecosystems, service processes, policies, and dependencies to reveal root causes, simplify complexity, and create product, platform, and operational innovation.Artifact Excellence - Produces exceptional, decision-ready artifacts such as service blueprints, journey and ecosystem maps, research readouts, operating models, prototypes, and executive narratives. The work should be precise, visually clear, grounded in evidence, and strong enough to stand on its own with senior audiences.Prototyping and Testing - A hands-on prototyper and experimenter who builds, tests, and refines concepts, pilots, and simulations to validate assumptions, expose service and operational risks, and derisk bold bets.Facilitation and Alignment - An experienced facilitator who brings clients, designers, engineers, product managers, operations partners, and business leaders together to make complex decisions and turn shared understanding into action.Outcomes and Measurement - Defines clear hypotheses, success measures, and learning plans, then connects service design decisions to client outcomes, operational performance, commercial value, and risk reduction.Storytelling and Communication - Shapes narratives that turn complex research and systems insight into clear, compelling, and actionable findings for working teams, senior stakeholders, and executives.Collaboration - A generous and accountable partner who shares work early, gives and receives direct feedback, supports teammates, and strengthens a culture in which quality and collaboration reinforce one another.Mentorship and Leadership - A mentor and thought partner who brings depth of expertise, elevates the craft of others, and actively raises the bar for the service design practice across the organization.Technology - A technology-fluent designer who understands how APIs, orchestration layers, cloud-native platforms, data, automation, and fintech enablers combine to create resilient, future-ready service ecosystems.A portfolio is required to be considered for this positionThis portfolio should demonstrate some or most of the expertise described above and should be enough of a contextual indicator that you’re qualified for the role. Your portfolio might take the form of a deck showcasing a few key case studies.Typically, a candidate at this level has 10-12 years of experience and previous experience in regulated spaces like finance, health or insurance. At BNY, our culture allows us to run our company better and enables employees’ growth and success. As a leading global financial services company at the heart of the global financial system, we influence nearly 20% of the world’s investible assets. Every day, our teams harness cutting-edge AI and breakthrough technologies to collaborate with clients, driving transformative solutions that redefine industries and uplift communities worldwide.Recognized as a top destination for innovators, BNY is where bold ideas meet advanced technology and exceptional talent. Together, we power the future of finance – and this is what #LifeAtBNY is all about. Join us and be part of something extraordinary.At BNY, our culture speaks for itself, check out the latest BNY news at BNY Newsroom & BNY LinkedIn Here’s a few of our recent awards:America’s Most Innovative Companies, Fortune, 2025World’s Most Admired Companies, Fortune 2025“Most Just Companies”, Just Capital and CNBC, 2025Our Benefits and Rewards:BNY offers highly competitive compensation, benefits, and wellbeing programs rooted in a strong culture of excellence and our pay-for-performance philosophy. We provide access to flexible global resources and tools for your life’s journey. Focus on your health, foster your personal resilience, and reach your financial goals as a valued member of our team, along with generous paid leaves, including paid volunteer time, that can support you and your family through moments that matter.BNY is an Equal Employment Opportunity/Affirmative Action Employer - Underrepresented racial and ethnic groups/Females/Individuals with Disabilities/Protected Veterans.BNY assesses market data to ensure a competitive compensation package for our employees. The expected base salary for this position when employment commences can be found in the Job Info section at the bottom of the posting. Base salary offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. Base salary is only part of the total rewards package, which may include eligibility for an annual discretionary incentive award. Subject to the terms and conditions of the applicable plans then in effect, eligible employees may enroll in a 401(k) plan as well as participate in Company-sponsored medical, dental, vision, and basic life insurance plans for the employee and the employee’s eligible dependents. Eligible employees also may receive other benefits (including various paid time off benefits, such as vacation and sick time), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment.If hired, the employee will be in an “at will” position and the Company reserves the right to modify base salary (as well as any other discretionary payments or compensation programs) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.Full timePosting Date: 2026-09-25