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

Problem Solving & Decision Making

Independent strategic decision maker. Will set the strategic direction of the Bank for design, including UX, service, and interactive design across customer value chains.

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
• Highly 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

Working Conditions

Physical Demands: While performing the duties of this job, the employee must be able to remain in a stationary position 50% of the time. The employee frequently is required to operate a computer and other office productivity machinery, such as a calculator, copy machine, and printer. The employee is occasionally required to move about inside the office to access file cabinets, office machinery, etc. They also occasionally travel to locations outside of the facility to attend meetings, trainings, events, and other business activities. The employee occasionally positions self to maintain or access files in file cabinets. The employee must have the ability to communicate information and ideas so others will understand, and must be able to exchange accurate information in these situations. The employee frequently observes details at close range (within a few feet of the observer). The employee must occasionally lift and/or move boxes or equipment up to 20 pounds across the office for various needs.

Work Environment: Persons holding this position are generally subject to inside environmental conditions having the lighting, temperature, and noise level of an open floor-plan office environment (moderate, but occasionally loud at times). This role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets.