Human Centered Design Lead

Major Responsibilities

• Set the design strategy for the bank and establish processes to define and refine service/experience design for both current and future product solutions, creating a holistic customer experience
• Lead internal teams through coaching, training, and hands-on work to establish best practices and develop quality digital design deliverables (e.g., journey maps, prototype assets, etc.) across customer value-chains
• Direct and develop human-centered prototyping/testing approaches and execution strategies, integrating customer, business, and market data to deliver new products/solutions to market
• Drive synthesis of customer value findings and analyses into deliverable structure and design, working with business stakeholders and tech teams to incorporate strategic and operational considerations into design outputs
• Build, develop, and use quantitative and qualitative methods to design materials (e.g., surveys, A/B testing materials, etc.), ensuring designs are both highly useful and operationally feasible, while embedding measurement capabilities to gauge impact across digital channels
• Lead and manage a small team of design resources, developing and leveraging their skills to create best-in-class client experiences through design
• Support ad-hoc delivery requests based on prioritized team needs

Requirements

• Must be both imaginative and highly analytical, conceptualizing new solutions that delight our customers based on data and research (e.g., jobs-to-be-done)
• Strong design and product development expertise, as well as a record of building trust with stakeholders
• Minimal supervision required, with the ability to drive results and problem resolutions effectively and efficiently
• Proven collaborative approach, openly sharing information and receptive to the ideas of others, building/motivating/leading cross-functional teams
• Hightly articulate communicator who is able to convey important messages in a clear and compelling manner
• Customer obsessed - 10+ years of hands-on experience working in a design/product development role in High Tech, Financial Services, or Consumer Product
• Extensive knowledge of d.school design thinking, lean start-up, and agile methodologies/frameworks
• Demonstrated experience in UX design, strategy, leadership, and delivery across high-impact product initiatives
• Highly collaborative approach to designing and building products
• Considerable experience coaching and leading high-performing teams
• Proven ability to leverage data to make business decisions, then measure execution results
• Desire to explore new capabilities and technologies to support Eastern's vision

Education and Experience

• Bachelor's degree, military experience, or equivalent combination of training and experience
• Startup experience and/or large company digital design & product development experience