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Experience Designer Lead (Service Design)

Company: PNC Financial Services Group
Location: Austin
Posted on: August 7, 2022

Job Description:

Position Overview

At PNC, our people are our greatest differentiator and competitive advantage in the markets we serve. We are all united in delivering the best experience for our customers. We work together each day to foster an inclusive workplace culture where all of our employees feel respected, valued and have an opportunity to contribute to the company's success. As a(n) [position title] within PNC's [name of division] organization, you will be based in [city/state location of position].

Job Profile

Position Overview

At PNC, our people are our greatest differentiator and competitive advantage in the markets we serve. We are all united in delivering the best experience for our customers. As an Experience Designer Lead within PNC's Enterprise Innovation team, you will be part of a cross disciplinary team working together to shape experiences and identify opportunities for innovation in the financial services industry.

This position can be based out of any location PNC has a footprint in or remote.

We are a diverse group of researchers, designers, strategists, and technologists who are passionate about understanding our customers and crafting experiences that truly meet their needs.

We dig into wicked problems to understand what our customers want and need, we build strategies, create experiences, and solve problems using human-centered design practices. We also teach and evangelize design across PNC to help our colleagues leverage design thinking methods to solve their problems, too. We work hard on interesting problems, and have fun doing it.

We are looking for a creative individual who is inquisitive, thoughtful and passionate about understanding users in order to create relevant and engaging customer experiences.

We are interested in you if you:

  • Have a background in service design, UX design, graphic design, product management, or social sciences and believe in the tenets of human centered design.
  • Are an outstanding communicator and team collaborator
  • Are driven by empathy and a passion for understanding people
  • Have experience with user research/fieldwork and applying findings in an iterative design process
  • Have a desire to imagine 'what if' and dig deeply into creating a future of experiences that doesn't exist today.
  • Are able to work with a high level of ambiguity and guide others in moving toward clarity, focus, and definition.Job Description

    Transforms complex tasks into intuitive, accessible and easy-to-use designs through the entire experience lifecycle, from the first-time user to the expert.
    Leads and guides the discovery of customer and business needs through contextual inquiries, generative and quantitative research. Uncovers customer latent needs and creates vision to meet those needs.
    Sets the design direction and strategy. Leads others to execute visual, information, interaction and service design elements of the initiative that meets business and customer needs and delights customers. Communicates the initiative and product to others, including senior management, through user journeys, storyboards, prototypes, wireframes and other materials.
    Sets the direction for usability of new and existing products, makes adjustments to align with shifting customer expectations.
    Establish research methods and strategies, conduct studies, and present findings that will inform improvements in the customer experience.
    Coaches and mentors junior staff; Assists management team in training new staff.

    PNC Employees take pride in our reputation and to continue building upon that we expect our employees to be:
    Customer Focused - Knowledgeable of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and able to leverage that information in creating customized customer solutions.
    Managing Risk - Assessing and effectively managing all of the risks associated with their business objectives and activities to ensure they adhere to and support PNC's Enterprise Risk Management Framework.

    Competencies

    Business Analytics - Knowledge of technologies, techniques and practices for the evaluation of business performance data; ability to analyze business performance using advanced statistical methods to justify and drive future business planning decisions.

    Creativity - Knowledge of the approaches, tools, and techniques for promoting creative, original thinking and ability to apply it to a variety of business situations.

    Design Thinking - Knowledge of the concepts, principles, and processes of design thinking; ability to utilize the knowledge in designing new products and services and even improving organizational operation.

    Effective Communications - Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.

    Graphic Visualization - Knowledge of visualization tools and techniques and ability to create visual images of ideas, concepts and physical objects to communicate abstract or concrete messages to a target audience.

    Group Facilitation - Ability to design and facilitate a group process, elicit contributions from group members, stimulate a focused group discussion, and achieve a desired outcome.

    Product Development Life Cycle - Knowledge of and the ability to develop products and bring them into the marketplace.

    Requirements Analysis - Knowledge of methods and techniques to elicit, analyze and record required business functionality and non-functionality requirements; ability to analyze these requirements to ensure the success of a system or software development project.

    Solutions Development - Knowledge of and the ability to assess customer needs and provide solutions for them.

    User Experience Design - Knowledge of user experience design tools, techniques and approaches; ability to design applications that are valued, positively perceived and used by clients.

    User Interface Design - Knowledge of activities, practices, deliverables and considerations; ability to design effective graphic user interfaces for delivery of information to the client's desktop workstation.

    Work Experience

    Roles at this level typically require a university / college degree, with 5+ years of industry-relevant experience. Specific certifications are often required. In lieu of a degree, a comparable combination of education and experience (including military service) may be considered.

    Education

    Bachelors

    Additional Job Description

    Benefits
    PNC offers employees a comprehensive range of benefits to help meet your needs now and in the future. Depending on your eligibility, options for full-time employees include medical/prescription drug coverage (with a Health Savings Account feature); dental and vision options; employee and spouse/child life insurance; short- and long-term disability protection; maternity and parental leave; paid holidays, vacation days and occasional absence time; 401(k), pension and stock purchase plans; dependent care reimbursement account; back-up child/elder care; adoption assistance; educational assistance and a robust wellness program with financial incentives. To learn more about these and other programs, including benefits for part-time employees, visit pncbenefits.com > New to PNC.

    Disability Accommodations Statement:
    The PNC workplace is inclusive and supportive of individual needs. If you have a physical or other impairment that might require an accommodation, including technical assistance with the PNC Careers website or submission process, please call 877-968-7762 and select Option 4: Recruiting or contact us via email at pathfinder@pnc.com.

    The Human Resources Service Center hours of operation are Monday - Friday 9:00 AM to 5:00 PM ET.

    Equal Employment Opportunity (EEO):
    PNC provides equal employment opportunity to qualified persons regardless of race, color, sex, religion, national origin, age, sexual orientation, gender identity, disability, veteran status, or other categories protected by law.

    California Residents

    Refer to the California Consumer Privacy Act Privacy Notice to gain understanding of how PNC may use or disclose your personal information in our hiring practices.

Keywords: PNC Financial Services Group, Austin , Experience Designer Lead (Service Design), Other , Austin, Texas

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