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. We foster an inclusive workplace where every teammate has the opportunity to succeed, build a career, and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting teammates’ physical, emotional, and financial wellness through affordable, competitive, and flexible benefits.

About the role

The 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. As an Experience Designer (XD) III, you will lead the vision and team understanding of how users interact with our digital capabilities, complex flows, and multi-feature designs across multiple initiatives. This role is an AI-first senior individual contributor on an interdisciplinary product design team, directly accountable for delivering strategic and tactical solutions that support our digital platforms and experiences.

Responsibilities

• 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.
• Lead with vision to 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.
• 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, 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.
• 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, managing time and expectations with stakeholders across the organization.
• Model excellent visual, communication, and storytelling skills, demonstrating thought leadership by challenging the status quo and pitching creative ideas, patterns, and standards.

Requirements

• 8+ years of industry design experience in a role demonstrating multidisciplinary design research, with expertise integrating behavioral science, customer psychology, and decision-making theories into experience design. A portfolio showcasing proven expertise is required.
• 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, best practices, and rapid ideation processes like Lean UX, Design Sprints, and Agile.
• Seasoned track record working with cross-functional product development and design teams to ship customer-facing digital products.
• Ability to leverage, contribute to, 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 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 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.
• High School Diploma / GED / Secondary School or equivalent (minimum education requirement).

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