Shape the future of user experience with strategic design initiatives that blend business needs and user insights.

As a Vice President Experience Design in the Card Customer Experience team you will play a pivotal role in shaping the user experience across our credit card products and services. You’ll leverage your deep knowledge of design and research practices to lead strategically important initiatives and build solutions that delight Card customers and remove friction points. As a subject matter expert, you’ll collaborate with cross-functional teams within Card and across the organization to build frameworks that scale. Your expertise in experience strategy and inclusive design will ensure that our offerings are not only visually appealing but also accessible and user-friendly, enhancing the overall customer experience.

Job responsibilities

• Develop and execute design/research strategies for complex projects and ensure alignment with business objectives and user needs across multiple product areas
• Diagram service flows and product features, design wireframes, and prototype interactions for key touchpoints as you lead end-to-end design initiatives within a specific domain.
• Role-model the adoption of inclusive design practices and accessibility guidelines, mentor junior designers and foster a culture of diversity and inclusion
• Collaborate with cross-functional teams to integrate user experience design into the product development processes and ensure seamless and customer-centric solutions
• Analyze market trends, gather feedback from user research, and learn from data insights to inform design decisions and optimize user experiences across various platforms and channels

Required qualifications, capabilities, and skills

• 5 years of experience or equivalent expertise in user experience design or similar roles
• Demonstrated ability to create visual representations of user journeys, such as storyboarding, wireframes, and prototypes
• Demonstrated experience in inclusive design and accessibility guidelines, with the ability to incorporate diverse perspectives and abilities into design solutions
• Proven ability to develop experiences that meet or exceed the initial proposal of a product or experience, including the development of transformational innovation strategies and the creation of 'north star' representations to drive customer-centric decision-making
• Advanced technical literacy, including an advanced understanding of client-side technologies, APIs, microservices, and the components of the technology stack, as well as their impact on user experience

Preferred qualifications, capabilities, and skills

• Proven ability to collaborate cross-functionally and influence outcomes in a large organization
• Passionate about building design frameworks that scale across customer segments
• Experience or familiarity with service design, including service blueprinting
• Expertise building and facilitating discovery and design workshops
• Strong project management skills