Bank of the West Senior Customer Experience Designer in San Francisco, California
Senior Customer Experience Designer
At Bank of the West, our people are having a positive impact on the world. We’re investing where we feel we can make the most impact, like advancing diversity and women entrepreneurship programs, financing for more small businesses, and promoting programs for sustainable energy. From our locations across the U.S., Bank of the West is taking action to help protect the planet, improve people’s lives, and strengthen communities. We are part of BNP Paribas, a global leader supporting the UN Sustainable Development Goals (SDGs). Yes, we’re a bank, but as the bank for a changing world, we are continually seeking to improve the ways we help our customers, while contributing to more sustainable and equitable growth.
About Bank of the West:
We are focused on the
positive impact we can make in the world. The world is changing, and we're
transforming to meet those changes. There’s no slower word in the English
language than "progress". We need change now — not incremental change
for the distant future. By making tough but necessary choices about what we
fund (and what we no longer fund) we are accelerating important transitions in
energy, employment equality and social programs that we believe will have a
positive impact. We’re anti-waiting, pro action, and that’s how real change
About the role:
You will lead
or be part of a team involved with developing the strategy, planning and
initiating customer experience projects designed to elevate and differentiate
the Bank of the West customer experience.
We are a lean team, so your work will range from big thinking to digging
into the details. You’ll always be advocating for the customer, examining our
customer’s journeys, touchpoints so we can improve, sustain and standardize
experiences. You will use customer
insights to help inform decisions to improve our customer’s experiences. We want our customer experience to be a North
Star for others including our prospective customers and the CX community. The perfect candidate will be a
Senior Service Designer with killer Product and Project Mgmt sense with a passion for delivering high quality experiences
to customers and employees. out Bank of the West:
We are focused on the positive impact
we can make in the world.
Envision, define and deliver customerexperiences, leading multi-disciplined teams to advocate and drive from conceptto pilot and transitioning effectively to ensure a smooth in-market execution
Design and articulate thecurrent and ideal customer and employee experiences. Collaboratewith other teams to make the experiences come to life
Lead all aspects of workshops with our customers andemployees to unearth their needs, our employee’s needs, and how we serve thoseneeds
Define measurement strategies andtactics, then measure the effectiveness of individual projects using techniquesthat include but are not limited to design thinking tools and methods includingethnography and in-field research and other voice of the customer data.
Conduct research, data analysis,interviews, etc. to support and develop customer experience projects.
Effectively convey your ideas throughclear communication, whether in team discussions, presentations, documents togarner support for project.
Adapt to newopportunities and challenges as the business evolves
Requires mastery level knowledge (10 years)of service design typically obtained through advanced education combinedwith experience.
3 years of workexperience as a product manager at a design, agency or technology company.
Well-versed with theprinciples of human-centered design process and design thinking framework
Experience in building new experiences or reimaginingexperiences.
Experience leading/facilitatingdesign research, workshops, and other co-working sessions withnon-designers.
Has a strong portfoliohighlighting service design, design research/strategy, conceptualizationand visualization, synthesis/insights, storytelling, prototyping, successmetrics, and project management
Able to navigate a complex organization to getthe answer you need through perseverance and personal initiative, driveand conviction
Passionate advocate for the customer and a champion forchange, willing to challenge the status quo and push a team and thecompany beyond its comfort zone through compelling data, constantcommunication, and aptitude for building bridges across functions in theface of resistance
Equal Employment Opportunity Policy
Bank of the West is an Equal Opportunity employer and proud to provide equal employment opportunity to all job seekers without regard to any status protected by applicable law. Bank of the West is also an Affirmative Action employer - Minority / Female / Disabled / Veteran.
Bank of the West will consider for employment qualified applicants with criminal histories pursuant to the San Francisco Fair Chance Ordinance subject to the requirements of all state and federal laws and regulations.
Location: United States-California-San Francisco
Other Locations: United States-Nebraska-Omaha, United States-California-San Ramon, United States-Arizona-Tempe
Requisition ID: 048965