Experience Design (XD) III, Design Research - Bank of America Experience Design

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We drive Responsible Growth and deliver for our clients, teammates, communities, and shareholders every day. Our inclusive workplace fosters career growth, recognizes performance, and supports physical, emotional, and financial wellness through affordable, competitive, and flexible benefits. We value diverse perspectives shaped by military service, community college education, and varied work and life experiences, which strengthen our workforce and positively impact the communities we serve.

Bank of America’s Experience Design (XD) team creates world-class end-to-end digital experiences that are intuitive, innovative, engaging, and inclusive. We are a multidisciplinary design organization with expertise across product design, content design, design research, design operations, and design technology. The team defines, iterates, and solves problems to empower customers to reach their financial goals through next-level experiences that provide ease, convenience, and safety while matching individual needs and preferences.

About the role

We are looking for an Experience Designer (XD) III to lead the vision and team understanding of how users interact with our digital capabilities, complex flows, and multi-feature designs across multiple initiatives. This AI-first senior individual contributor will join an interdisciplinary product design team, directly accountable for delivering strategic and tactical solutions that support our digital platforms and experiences across large-scale, complex initiatives. The role requires a deep understanding of foundational user needs, behaviors, and motivations across a portfolio of related investments and programs, spanning user research, behavioral insights, data analytics, and product development to drive meaningful customer and business outcomes.

You will establish design as a strategic business capability and competitive advantage through significant contributions to team strategy, deep domain knowledge, and the continuous development of innovative frameworks, practices, and patterns. You will ensure roadmap projects are delivered with high standards on experience quality, execution, and professionalism, on-time and on-budget, while fostering a culture of creativity, accountability, discourse, and measurable key results.

Responsibilities

• Lead multi-disciplinary Experience Design (XD) delivery, processes, and functions for end-to-end digital experiences.
• Persuade with a vision across different stakeholders, execute without day-to-day direction from leaders, and develop digital experience solutions independently at scale.
• Apply subject matter expertise and acumen to define and deliver solutions across multiple initiatives that meet client needs and solve business problems.
• Craft complex world-class software solutions, deliverables, or reporting within time, scope, and budget by establishing XD frameworks and practices.
• Align to vision and strategy throughout the end-to-end product-development lifecycle.
• Persuade during ambiguous conversations with teammates, partners, and stakeholders.
• Operate independently and proactively resolve issues with limited direction.
• Lead, design, optimize, and deliver best-in-class digital experience research from a multidisciplinary, holistic perspective, from concept to execution and implementation.
• Apply a broad range of design research capabilities across generative and evaluative user experience research to craft complete product and experience solutions.
• Influence, navigate, and partner with a diverse set of project stakeholders and cross-functional teams, including product management and engineering.
• Build influence and partnerships with stakeholders outside of ongoing project work.
• Collaborate with product design, content design, design research, design operations, and design technology across the team.
• Independently develop and deliver advanced experience design research deliverables across discovery and delivery, including heuristic evaluation methods, task flows, journey maps, personas, heuristic audits, usability testing, synthesis, and WCAG standards.
• Integrate data, feedback from user research, analytics, and A/B testing across the customer journey, translating qualitative and quantitative research into clear design and experience implications and actionable cross-functional insights.
• Advance research operations, democratization, governance, and insight-sharing mechanisms.
• Identify high-value research opportunities and proactively influence investment priorities while driving end-to-end research planning across multiple products, experiences, and customer journeys.
• Deliver exemplary solutions leveraging internal and external best practices and methods, including synthetic research and AI-driven research opportunities.
• Research digital experiences across conversational, AI-powered, web, mobile web, and native apps (iOS and Android).
• Lead evaluation and benchmarking of existing product and service experiences, heuristics, and competitive insights to move discussions forward.
• Anticipate questions, lead and facilitate discussions, and model the ability to shift across portfolios and programs.
• Contribute significantly to team strategy as a craft expert, developing scalable research frameworks, repositories, standards, and knowledge management practices.
• Lead design critique, increase research efficiency through repeatable methods, and elevate conversations as a resource to other designers.
• Lead decisively through ambiguity and influence in collaborative settings, building and nurturing strong relationships with minimal guidance.
• Manage time and expectations with stakeholders across the organization and XD while staying knowledgeable on project and product details.
• Develop and enhance design system patterns, respecting and contributing to best practices while innovating digital, technology, and AI experiences.
• Model excellent visual, communication, and storytelling skills, demonstrating thought leadership by challenging the status quo.
• Present independently, navigate questions, conceive, pitch, and execute creative ideas, patterns, and standards.

Requirements

• 8+ years of industry design experience in a role demonstrating multidisciplinary design research, expertise with integrating behavioral science, customer psychology, and decision-making theories into experience design, with a portfolio showcasing proven expertise.
• Experience researching multi-channel consumer-facing apps, AI-powered experiences, responsive web, and websites, including complex system, user, ecommerce, and transactional experiences.
• Expert understanding of user-centered design principles and best practices, as well as rapid ideation processes like Lean UX, Design Sprints, and Agile.
• Seasoned track record of working with cross-functional product development and design teams to ship customer-facing digital products.
• Ability to leverage, contribute, and advance research design within a design system and brand guidelines.
• Experience utilizing qualitative, quantitative, attitudinal, behavioral, and analytics data to produce actionable insights that inform decision-making and experience design.
• Self-motivated problem solver with a strong work ethic, reliable issue resolution, and time management skills, with an intense focus on achieving results.
• Experience researching AI-enabled experiences and evaluating trust, transparency, explainability, adoption, and responsible AI considerations.
• Experience leveraging AI agents, automation, or assistants in shipping and production.
• Highly proficient in design and design-to-code tools such as Figma, Copilot, GitHub, Lovable, Cursor, and Claude Code.
• Strong collaboration skills, with a proven ability to build and nurture relationships and influence others.
• Track record of maximizing impact, being reflective, and inspiring others to do their best work.
• Strong interest in and aptitude for self-learning new design and technology skills.
• Excellent listening, communication, storytelling, and presentation skills.
• Recognized as a key partner by engineering and product manager peers.
• Applies legal, risk, regulatory knowledge, and domain expertise to solutions and strategy.
• Adapts swiftly and positively to change, embodying curiosity, resilience, and flexibility.

Qualifications

• Financial or similar industry experience preferred.
• Bachelor’s degree with corresponding product design experience.
• Knowledge of collaboration and production tools such as MCP (Model Context Protocol), JIRA, and Confluence.

Skills

• User Experience Design
• Critical Thinking
• Problem Solving
• Collaboration
• Adaptability
• Product Design and Development
• Presentation Skills
• Stakeholder Management
• Decision Making
• Research
• Project Management
• Usability Testing
• Process Management
• Agile Practices
• Written Communication

Schedule

• 1st shift (United States of America)
• 40 hours per week

Internal employees currently working from home are eligible to apply. If selected, you may be required to work onsite in accordance with the workplace excellence policy.