Service Design Vice President

Champion cutting-edge service design to shape customer experiences and influence strategic initiatives in a leading financial institution. Lead cross-functional teams to deliver excellence in service design.

As a Vice President Service Design on our Open Banking team in Connected Commerce, you will play a pivotal role in shaping end-to-end customer experiences by leveraging your deep expertise in service design and systems thinking. Spearhead strategically important initiatives, collaborating with diverse teams to develop innovative solutions that align with business objectives and enhance customer satisfaction. As an expert in service design, apply your advanced knowledge of service design principles to create seamless, inclusive, and accessible experiences for our diverse clientele. Your strategic thinking, compelling storyboards, and guidance to cross-functional teams will be instrumental in delivering exceptional service experiences.

Job responsibilities

• Develop and implement a comprehensive service strategy to focus on direct and indirect experiences and align business objectives and customer experience enhancement across multiple products and platforms.
• Lead cross-functional teams to create storyboards, service blueprints, and research to identify pain points, opportunities for improvement, and champion innovation in products and features of moderate complexity.
• Design service blueprints and document processes and touchpoints and incorporate inclusive design principles for seamless, personalized, and accessible experiences.
• Create experience maps and service prototypes to illustrate customer journeys, with an iterative mindset for continuous refinement.
• Collaborate with stakeholders and product partners to integrate customer-centric decision-making, inform prioritization, and develop experience-led metrics to align business goals.
• Partner with Open Banking teams to design and optimize service experiences that support secure, scalable, and innovative API-driven products for both enterprise clients and consumers.
• Translate complex regulatory and compliance requirements into intuitive service touchpoints, ensuring seamless integration across B2B and B2C channels, and develop frameworks for measuring and improving service quality, customer satisfaction, and adoption rates in Open Banking initiatives.
• Drive co-creation workshops with internal and external stakeholders including fintech partners and enterprise clients to identify needs and shape differentiated service offerings.
• Understand Open Banking principles, API ecosystems, and their impact on customer and partner experiences, and experience designing experiences for both B2B and B2C audiences, with proven ability to balance the needs of enterprise clients and end consumers.
• Lead the design and implementation of agentic service experiences, leveraging AI-driven agents to deliver proactive, personalized, and context-aware interactions for both B2B and B2C users.
• Collaborate with engineering and architecture teams to integrate Model Context Protocol (MCP) and orchestration layers into service design, ensuring seamless interoperability and dynamic service composition across platforms.

Required qualifications, capabilities, and skills

• 5+ years of experience or equivalent expertise in service design, experience design, or a related field, focusing on end-to-end customer experiences.
• Proven record in innovative service design projects, including journey mapping, service blueprinting, and storyboarding.
• Demonstrated expertise in creating direct and indirect experiences for diverse users.
• Ability to work in cross-functional teams, facilitate collaboration, and encourage consensus toward common goals and objectives.
• Experience with fast-paced, iterative design approaches involving frequent testing and refining of concepts.
• Deep understanding of Open Banking principles, API ecosystems, and their impact on customer and partner experiences.
• Experience designing services for both B2B and B2C audiences, with proven ability to balance the needs of enterprise clients and end consumers.
• Strong knowledge of financial services regulations and compliance, with ability to translate requirements into actionable service design solutions.
• Demonstrated ability to lead service design projects involving third-party integrations, partnerships, or platform ecosystems.
• Hands on experience designing or implementing agentic experiences, conversational AI, or autonomous service flows within complex digital ecosystems.
• Familiarity with orchestration layers, workflow automation, or Model Context Protocol (MCP) for enabling scalable, modular service architectures.

Preferred qualifications, capabilities, and skills

• Experience working with Open Banking platforms, fintech partnerships, or digital banking transformation initiatives.
• Familiarity with agile methodologies and design sprints in the context of financial services or technology-driven environments.
• Advanced proficiency in service design tools, methods (e.g. Figma, Service Blueprinting software) and research.
• Track record of delivering measurable improvements in customer satisfaction, engagement, or operational efficiency through service design.
• Strong communication and stakeholder management skills, with ability to influence at all levels of the organization.
• Demonstrated success in deploying agentic or AI-powered service experiences in financial services or related industries.
• Experience collaborating with platform teams to leverage orchestration frameworks, MCP, or similar protocols for end-to-end service delivery.