Vice President, Service Designer

📍 Job Overview

Job Title: Vice President, Service Designer

Company: BNY Mellon

Location: New York, NY

Job Type: Full time

Category: Design & Innovation Operations

Date Posted: 2026-02-24

Experience Level: 10+ years

Remote Status: Hybrid (4 days in office)

🚀 Role Summary

• Lead and facilitate design thinking workshops and ideation sessions to drive creative problem-solving and consensus-building among diverse stakeholders.

• Utilize comprehensive user journey and experience mapping techniques to visualize user interactions, identify pain points, and propose innovative service design solutions that elevate user satisfaction and engagement.

• Develop detailed personas, wireframes, and interactive prototypes to effectively communicate design concepts, iteratively refining them based on feedback and usability testing.

• Collaborate extensively with cross-functional teams, including product managers and development teams, to deeply understand user needs, business objectives, and project requirements.

• Establish and maintain robust design guidelines, pattern libraries, and cohesive design systems that ensure consistency and adherence to BNY Mellon's design principles across all products and features.

📝 Enhancement Note: This role is positioned as a Vice President within BNY Mellon's Innovations team, indicating a significant level of responsibility and strategic influence. The focus on "Service Designer" suggests a deep dive into end-to-end customer and user experiences, encompassing digital, physical, and human touchpoints within the financial services context. The emphasis on leading workshops, developing strategic design assets (personas, wireframes, prototypes), and maintaining design systems points towards a senior-level individual contributor or team lead role with a strong operational component in ensuring design consistency and effectiveness.

📈 Primary Responsibilities

• Orchestrate and lead design thinking workshops, brainstorming sessions, and ideation sprints to generate novel solutions and foster collaborative innovation.

• Map out complex user journeys and service blueprints to identify critical touchpoints, uncover user pain points, and define opportunities for service enhancement and operational efficiency.

• Create compelling visual representations of user flows, including wireframes, mockups, and interactive prototypes, for stakeholder review and user validation.

• Act as a key liaison between product management, engineering, business units, and clients to translate user needs and business requirements into actionable design strategies.

• Develop, document, and govern a comprehensive design system, including style guides, component libraries, and interaction patterns, to ensure brand consistency and scalable design implementation.

• Design and execute user research studies, including interviews, surveys, and usability testing, to gather actionable insights and inform iterative design improvements.

• Conduct heuristic evaluations and competitive analyses to benchmark existing services and identify areas for innovation and competitive differentiation.

• Stay abreast of emerging technologies, industry best practices in Customer Experience (CX) and User Experience (UX) design, and evolving market trends to inject fresh perspectives and drive continuous improvement.

• Champion user-centered design principles and best practices across the organization, promoting a culture of empathy and data-driven decision-making.

• Contribute to the strategic roadmap for service innovation, aligning design initiatives with overarching business objectives and technological capabilities.

📝 Enhancement Note: The primary responsibilities highlight a strategic and hands-on approach to service design. The emphasis on "delivering service designs," "uncovering pain points," and "proposing solutions" indicates a results-oriented focus. The requirement to "partner with cross-functional stakeholders" and "create and maintain design guidelines" underscores the operational aspect of ensuring design integrity and scalability across the organization, which is critical for a large financial institution like BNY Mellon.

🎓 Skills & Qualifications

Education: Bachelor's degree in Design, Human-Computer Interaction, Psychology, Business, or a related field. Master's degree or equivalent practical experience preferred.

Experience: Minimum of 10 years of progressive experience in User Experience (UX) Design, Service Design, or Interaction Design, with a significant portion within the global financial services or fintech industry. Proven track record of leading and delivering complex enterprise-level design projects.

Required Skills:

• Extensive experience with Design Thinking methodologies and facilitating ideation workshops to drive innovation and consensus.

• Demonstrated expertise in User Journey Mapping, Service Blueprinting, and Experience Mapping to visualize and analyze user interactions.

• Strong command of user-centered design principles and best practices in Service Design.

• Proven ability to develop detailed personas, wireframes, mockups, and interactive prototypes.

• Experience in conducting and analyzing User Research, Usability Testing, and Heuristic Evaluations.

• Proficiency in data-driven design decision-making through the analysis of user feedback and performance metrics.

• Ability to develop, implement, and maintain Design Guidelines, Pattern Libraries, and comprehensive Design Systems.

• Excellent communication, articulation, and presentation skills (verbal and written) to convey complex design concepts to diverse audiences.

• Strong analytical approach to problem-solving, with the ability to structure and develop solutions for complex situations.

• Demonstrated ability to effectively manage priorities and execute projects within a fast-paced environment.

• Intellectual curiosity, a creative mindset, and a commitment to continuous learning and improvement.

Preferred Skills:

• Visual design competency with a deep understanding of user experience principles.

• Experience with AI and emerging technologies in financial services.

• Familiarity with Agile development methodologies and cross-functional team collaboration in an Agile environment.

• Experience in a global financial services or fintech industry context.

📝 Enhancement Note: The "10+ years" experience level, combined with the VP title, strongly suggests a senior leadership or principal-level individual contributor role. The emphasis on "global financial services or fintech industry" and "enterprise projects" indicates a need for experience with complex systems, regulatory considerations, and large-scale implementations. The requirement for a "strong portfolio of successful enterprise projects" is critical for demonstrating the candidate's ability to handle the scale and complexity of BNY Mellon's operations.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• A comprehensive portfolio is mandatory, showcasing a minimum of 5-7 significant enterprise-level projects, with a focus on service design, UX/UI, and innovation initiatives.

• Each project within the portfolio must clearly articulate the problem statement, the design process followed (including research, ideation, prototyping, testing), the candidate's specific contribution, and the measurable outcomes or impact.

• Projects should demonstrate a strong understanding of user-centered design principles, design thinking methodologies, and the ability to translate complex business needs into user-friendly solutions.

• Include examples of user journey maps, service blueprints, wireframes, interactive prototypes, and final design implementations.

Process Documentation:

• Evidence of creating and maintaining design guidelines, pattern libraries, and cohesive design systems.

• Examples of documented user research findings, usability testing reports, and heuristic evaluations.

• Demonstrations of facilitating design thinking workshops or ideation sessions, including captured outputs and consensus-building strategies.

• Documentation illustrating the process of iterative design refinement based on stakeholder feedback and user testing.

📝 Enhancement Note: Given the senior level and the focus on innovation within a large financial institution, the portfolio is expected to demonstrate not just design execution but also strategic thinking, process leadership, and the ability to drive tangible business impact through design. The emphasis on "enterprise projects" and "measurable outcomes" is key.

💵 Compensation & Benefits

Salary Range: $100,000 - $200,000 USD per year.

Benefits:

• Highly competitive compensation package.

• Comprehensive benefits programs covering health, dental, and vision.

• Robust wellbeing programs designed to support employee health and resilience.

• Generous paid leaves, including paid volunteer time, to support personal and family needs.

• Access to flexible global resources and tools.

• Focus on financial goals with potential for discretionary bonuses, short and long-term incentive packages.

Working Hours: Approximately 40 hours per week, with a hybrid arrangement requiring 4 days in the New York office.

📝 Enhancement Note: The provided salary range ($100,000 - $200,000 USD) is a base salary estimate. BNY Mellon explicitly states that this is only part of the total compensation package, which may include commissions, discretionary bonuses, and incentive packages, depending on the specific position. The New York location indicates that the salary will be benchmarked against the high cost of living and competitive market rates for senior design roles in that region. The hybrid model with 4 days in the office suggests a structured work environment focused on collaboration and in-person engagement.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Services, Banking, Investment Management, Technology. BNY Mellon is a global investment company that helps clients manage and service their financial assets, operating at the core of the global financial system. Their work influences a significant portion of the world's investible assets, positioning them as a key player in financial innovation and client solutions.

Company Size: Large Enterprise (BNY Mellon is a global financial institution with tens of thousands of employees worldwide). This size implies a complex organizational structure, extensive resources, and opportunities for impact across various business lines and geographies.

Founded: The company has a long and rich history, with roots tracing back to 1784. This deep heritage signifies stability, extensive market experience, and a culture that balances tradition with a forward-looking approach to innovation.

Team Structure:

• The role is within the "Innovations team," suggesting a dedicated unit focused on exploring new ideas, technologies (like AI), and transformative solutions.

• The Service Designer will likely report to a Director or Senior Director within the Innovations or Product Development function, with potential dotted-line reporting to business unit leaders for specific project engagements.

Methodology:

• The Innovations team at BNY Mellon likely employs a blend of design thinking, agile methodologies, and data-driven approaches to explore and develop new financial products and services.

• Emphasis on leveraging cutting-edge technologies such as AI to create transformative solutions.

• A focus on client-centricity, aiming to redefine industries and uplift communities through innovative financial services.

Company Website: https://www.bny.com/ (and specific links provided: BNY Newsroom, BNY LinkedIn)

📝 Enhancement Note: BNY Mellon's positioning as a "leading global financial services company" and its influence on "nearly 20% of the world’s investible assets" highlights the significant scale and impact of this role. The mention of "cutting-edge AI and breakthrough technologies" and "transformative solutions" underscores the Innovations team's mandate. The company's recognition as "America’s Most Innovative Companies" and "World’s Most Admired Companies" speaks to a culture that values innovation and excellence.

📈 Career & Growth Analysis

Operations Career Level: Vice President (VP) is a senior leadership position within BNY Mellon. This level typically signifies significant responsibility, strategic influence, and a high degree of autonomy. For a Service Designer, this VP role implies leadership in defining and executing design strategy, mentoring junior designers, and driving innovation initiatives that have a substantial impact on the company's offerings and client experience.

Reporting Structure: The Service Designer will likely report to a senior executive (e.g., Head of Innovation, VP of Product Strategy, or Chief Design Officer) within the Innovations or a related strategic function. This structure allows for direct engagement with senior leadership and influence on high-level strategic decisions. Collaboration will extend across various business lines and technology departments.

Operations Impact: The Service Designer's impact is critical to enhancing BNY Mellon's client experience, driving user adoption of new digital services, and improving operational efficiencies through thoughtful design. By creating intuitive and effective services, this role directly contributes to client satisfaction, retention, and the company's ability to remain competitive in the rapidly evolving financial services landscape. The focus on innovation means the role is instrumental in shaping future revenue streams and market positioning.

Growth Opportunities:

• Strategic Leadership: Opportunity to shape the future of service design and innovation at a global financial leader, influencing long-term strategy and methodology.

• Skill Specialization: Deepen expertise in specific areas of service design, CX/UX, AI-driven design, or financial technology innovation.

• Mentorship & Team Building: Potential to lead or mentor junior designers, build new capabilities within the team, and contribute to developing BNY Mellon's design talent pool.

• Cross-functional Influence: Expand network and influence across different business units, contributing to large-scale strategic initiatives and transformation projects.

• Industry Recognition: Contribute to award-winning projects and initiatives, enhancing personal and company brand within the financial services and design communities.

📝 Enhancement Note: The VP title at BNY Mellon implies a move beyond individual contribution to strategic leadership. The "Innovations team" context suggests this role is at the forefront of exploring and implementing new ideas, offering significant opportunities for professional growth and impact in shaping the company's future offerings. The emphasis on AI and transformative solutions points to a growth path in cutting-edge financial technology.

🌐 Work Environment

Office Type: The role requires 4 days per week in the New York office, indicating a hybrid work environment with a strong emphasis on in-office collaboration. This suggests a dynamic office setting designed for teamwork, ideation, and face-to-face interactions with colleagues and stakeholders.

Office Location(s): 240 Greenwich Street, New York, NY 10286 is a prime location in Lower Manhattan, accessible via public transportation and in proximity to major financial hubs. This strategic location facilitates easy access for employees and fosters engagement with the broader financial ecosystem.

Workspace Context:

• Collaborative Environment: The hybrid model and emphasis on in-office days point to a highly collaborative workspace where brainstorming, workshops, and team syncs are integral to daily operations.

• Technology & Tools: Expect access to state-of-the-art design software (Figma, Miro, Adobe XD), collaboration platforms, and potentially advanced prototyping tools necessary for sophisticated service design work.

• Cross-functional Interaction: The role necessitates frequent interaction with diverse teams, creating opportunities for knowledge sharing, learning from different perspectives, and building a strong internal network.

Work Schedule: The standard working hours are approximately 40 hours per week, with the hybrid arrangement requiring a consistent presence in the office. This structure allows for dedicated time for focused design work, team collaboration, and client engagements.

📝 Enhancement Note: The 4-day in-office requirement suggests that BNY Mellon values in-person collaboration, spontaneous idea exchange, and the benefits of direct team interaction, especially for senior roles involved in innovation and strategic design. The New York City location places the role at the heart of global finance, offering a vibrant professional environment.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: HR or Recruiter screen to assess basic qualifications, interest, and cultural fit.

• Hiring Manager Interview: In-depth discussion with the VP of Innovations (or equivalent) focusing on experience, strategic thinking, and leadership potential.

• Portfolio Review & Presentation: Candidates will be asked to present a selection of their most relevant work from their portfolio, detailing their process, contributions, and impact. This is a critical stage for assessing practical skills and communication abilities.

• Team/Cross-functional Interviews: Interviews with key stakeholders (e.g., Product Managers, Senior Engineers, Business Leads) to evaluate collaboration skills, understanding of business needs, and ability to integrate design into broader initiatives.

• Case Study/Design Challenge (Potential): A practical exercise or case study may be presented to assess problem-solving skills, design approach, and ability to think on their feet under pressure.

• Final Interview: May involve senior leadership for final approval, focusing on strategic alignment and overall fit within BNY Mellon's culture and values.

Portfolio Review Tips:

• Curate Strategically: Select 3-5 projects that best showcase your experience in service design, user journey mapping, design thinking, and enterprise-level solutions within financial services or related complex industries.

• Tell a Story: For each project, clearly articulate the problem, your role and process, the challenges faced, your design decisions and rationale, and the measurable business impact or user outcomes achieved. Use visuals effectively.

• Highlight Process: Emphasize your methodology, research techniques, ideation approaches, and how you iterated based on feedback and data. For this role, demonstrate your ability to lead workshops and build consensus.

• Quantify Impact: Whenever possible, use metrics and data to demonstrate the success of your designs (e.g., increased user engagement, reduced support tickets, improved conversion rates, cost savings).

• Tailor to BNY Mellon: Research BNY Mellon's current initiatives, values, and target audience. Showcase projects that align with their strategic goals, particularly in innovation and client experience.

Challenge Preparation:

• Understand the Context: If a case study is provided, quickly grasp the business problem and user needs.

• Structure Your Approach: Outline your thinking process clearly, starting with problem definition, followed by research/discovery, ideation, solution proposal, and justification.

• Focus on Process: Even if time is limited, articulate the steps you would take, the questions you would ask, and the stakeholders you would consult.

• Communicate Clearly: Practice articulating your thoughts concisely and confidently. Be prepared to explain your rationale and defend your design decisions.

📝 Enhancement Note: The emphasis on a "strong portfolio of successful enterprise projects" and the explicit mention of a "Portfolio Review & Presentation" stage indicate that candidates must be prepared to actively showcase their work and articulate their design process and impact in detail. The potential for a case study highlights the need for strong problem-solving and strategic thinking skills.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Prototyping: Figma, Figjam, Miro, Adobe XD (proficiency required). Candidates should be able to leverage these tools for wireframing, user flow creation, interactive prototyping, and collaborative design sessions.

• Collaboration & Whiteboarding: Miro, Figjam, or similar digital whiteboarding tools are essential for virtual workshops, ideation, and journey mapping.

• User Research & Testing Platforms: Experience with tools for conducting user interviews, surveys, and usability testing (e.g., UserTesting.com, Lookback, SurveyMonkey).

Analytics & Reporting:

• Familiarity with analytics platforms (e.g., Google Analytics, Adobe Analytics, Amplitude) to understand user behavior and measure the impact of design changes.

CRM & Automation:

• While not explicitly mentioned as a primary tool for the Service Designer, an understanding of how CRM systems (like Salesforce) and automation platforms integrate with customer journeys can be beneficial for a holistic service design perspective.

📝 Enhancement Note: The explicit mention of Figma, Figjam, Miro, and Adobe XD highlights the critical need for hands-on proficiency with modern design and collaboration tools. The emphasis on "design thinking workshops" and "ideation sessions" further reinforces the importance of collaborative platforms like Miro and Figjam.

👥 Team Culture & Values

Operations Values:

• Innovation & Creativity: A strong drive to explore new ideas, challenge the status quo, and develop groundbreaking solutions within financial services.

• Client-Centricity: A deep commitment to understanding and meeting client needs, ensuring that all services are designed with the user experience at the forefront.

• Collaboration & Partnership: A belief in the power of teamwork, fostering strong relationships across departments to achieve shared goals and drive collective success.

• Data-Driven Decision-Making: Utilizing insights from research, analytics, and user feedback to inform design choices and measure the impact of initiatives.

• Excellence & Continuous Improvement: A dedication to delivering high-quality work, embracing feedback, and constantly seeking opportunities to learn and refine processes and outcomes.

Collaboration Style:

• Cross-functional Integration: The Service Designer will act as a bridge between different business units, product teams, and technology departments, facilitating clear communication and shared understanding.

• Workshop Facilitation: A proactive and engaging approach to leading workshops, ensuring all participants feel heard and contributing to a productive, consensus-driven environment.

• Feedback-Oriented: An open and receptive attitude towards feedback from peers, stakeholders, and users, using it constructively to refine designs and processes.

• Knowledge Sharing: A willingness to share expertise, mentor others, and contribute to building a stronger design culture across BNY Mellon.

📝 Enhancement Note: BNY Mellon's stated values (implied through their company description and awards) likely align with innovation, client focus, integrity, and teamwork. The "Innovations team" context suggests a culture that encourages experimentation and forward-thinking. The Service Designer role will be instrumental in embodying and promoting these values through their work.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating a Large Enterprise: Adapting to the complex organizational structure, established processes, and diverse stakeholder landscape of a global financial institution.

• Balancing Innovation with Regulation: The inherent challenge of innovating within a highly regulated industry like financial services, requiring a deep understanding of compliance and risk management.

• Driving Adoption of New Designs: Persuading diverse teams and stakeholders to adopt new service designs and user-centric methodologies, especially when they deviate from established practices.

• Measuring ROI of Design: Quantifying the direct business impact and return on investment for service design initiatives, which can sometimes be intangible or long-term.

Learning & Development Opportunities:

• Deep Dive into Financial Services: Gaining in-depth knowledge of the intricacies of global finance, investment management, and banking operations.

• AI and Emerging Technologies: Opportunities to work with and design for cutting-edge technologies like AI, shaping their application in financial services.

• Strategic Influence: Playing a key role in shaping the innovation strategy and product roadmap for a major financial institution.

• Leadership Development: Growing into a recognized leader in service design and innovation within the financial sector, potentially leading a team or function.

📝 Enhancement Note: The challenges inherent in a VP-level role at a large, regulated financial institution are significant. Candidates should be prepared to demonstrate resilience, strategic thinking, and strong influencing skills to navigate these complexities. The growth opportunities leverage BNY Mellon's position at the forefront of finance and technology.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you led a successful design thinking workshop for a complex business problem. What was your approach, and what were the key outcomes?" (Focus on facilitation, consensus-building, and tangible results).

• "How do you approach mapping user journeys and service blueprints for enterprise-level financial products? Walk us through a specific example." (Highlight your methodology, tools, and ability to uncover critical insights).

• "Imagine we need to design a new digital onboarding experience for institutional clients. What would be your first steps, and how would you involve cross-functional teams?" (Demonstrate strategic thinking, client focus, and collaboration planning).

Company & Culture Questions:

• "Why are you interested in BNY Mellon and this specific role within our Innovations team?" (Research BNY Mellon's recent news, awards, and strategic priorities. Connect your passion for innovation in finance).

• "How do you stay updated on emerging trends in CX/UX design and financial technology, and how do you bring that knowledge back to your team and projects?" (Showcase your intellectual curiosity and commitment to continuous learning).

Portfolio Presentation Strategy:

• Structure for Impact: Begin with a high-level overview of your career and design philosophy. For each project, use a clear narrative: Problem -> Your Role/Process -> Solution -> Impact.

• Focus on "Why": Explain the rationale behind your design decisions. What user needs or business goals were you addressing? How did you validate these assumptions?

• Showcase Process, Not Just Polish: While polished visuals are important, emphasize the iterative process, the user research, the testing, and the problem-solving steps.

• Quantify Outcomes: Wherever possible, present metrics that demonstrate the business value of your work.

• Engage Your Audience: Be prepared to answer questions about your process, challenges, and how you would apply your learnings to BNY Mellon's context.

📝 Enhancement Note: The interview preparation advice is tailored to a VP-level Service Designer role in financial services. Questions focus on strategic leadership, complex problem-solving, stakeholder management, and the ability to drive innovation within a regulated environment. The portfolio presentation strategy emphasizes demonstrating impact and process, which are crucial for senior roles.

📌 Application Steps

To apply for this Vice President, Service Designer position at BNY Mellon:

• Click on the provided application link to submit your resume and a cover letter.

• Portfolio Preparation: Curate your portfolio to highlight 3-5 key enterprise-level projects that demonstrate your expertise in service design, user journey mapping, and innovation within complex industries like financial services. Ensure each project clearly outlines the problem, your process, your contributions, and measurable outcomes.

• Resume Optimization: Tailor your resume to emphasize your VP-level experience, leadership in design initiatives, experience with financial services or fintech, and proficiency with key design tools and methodologies mentioned in the job description. Use keywords like "Service Design," "Design Thinking," "User Journey Mapping," "Innovation," and "Financial Services."

• Interview Practice: Prepare to discuss your portfolio in detail, articulate your design process, and answer strategic questions related to innovation, user experience, and stakeholder collaboration. Practice presenting your case studies concisely and impactfully.

• Company Research: Thoroughly research BNY Mellon's mission, values, recent innovations, and awards. Understand their position in the financial services industry and how your skills can contribute to their strategic goals.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.