Senior Service Designer

📍 Job Overview

Job Title: Senior Service Designer

Company: Truist Bank

Location: Charlotte, North Carolina, United States

Job Type: FULL_TIME

Category: Service Design / Operations Strategy

Date Posted: February 27, 2026

Experience Level: 5-10 Years

Remote Status: Hybrid (4 days in office)

🚀 Role Summary

• Lead end-to-end service design initiatives, from research and analysis to conceptualization and stakeholder alignment, within a large financial institution.

• Drive improvements in client and teammate experiences by identifying pain points and opportunities across complex service journeys and systems.

• Facilitate collaborative design processes with cross-functional teams, including product, technology, and operations stakeholders, to co-create human-centered solutions.

• Translate complex insights into actionable recommendations and compelling visual narratives to support strategic decision-making and product development.

• Contribute to the growth and evolution of the service design practice by sharing knowledge, mentoring junior designers, and refining team standards.

📝 Enhancement Note: While the title is "Senior Service Designer," the responsibilities explicitly mention collaboration with "operations, and business stakeholders" and analyzing "journeys, services, and systems." This suggests a strong operational component, requiring the candidate to understand and improve the underlying processes and systems that deliver the service experience. The role is therefore categorized under Service Design with a significant Operations Strategy focus, aligning with Revenue Operations and GTM principles by aiming to enhance customer journeys that directly impact business outcomes.

📈 Primary Responsibilities

• Conduct in-depth analysis of client and teammate experiences to identify critical pain points, service gaps, and opportunities for enhancement across defined customer journeys, service offerings, and underlying operational systems.

• Spearhead and manage the entire service design lifecycle for complex, strategic projects, encompassing planning and execution of user research, synthesis of findings, detailed current-state journey mapping and blueprinting, and the proposal of innovative future-state concepts.

• Employ a range of established service design methodologies, including but not limited to journey mapping, service blueprinting, co-creation workshops, and service prototyping, to bring clarity, structure, and actionable insights to ambiguous and multifaceted business challenges.

• Actively facilitate and lead cross-functional collaboration sessions with key stakeholders from product management, technology development, operations, marketing, and business units to foster a shared understanding and co-create human-centered service improvements.

• Effectively translate complex research insights and analytical findings into clear, concise, and actionable recommendations, framing opportunities in a manner that clearly supports strategic prioritization, investment justification, and future development roadmaps.

• Develop and deliver compelling visual artifacts, presentations, and narrative storytelling to effectively communicate service design ideas, current and future-state systems, and project outcomes to a diverse range of audiences, from executive leadership to front-line teams.

• Actively contribute to the continuous improvement and maturity of the internal service design practice by sharing valuable tools, methods, and learnings with peers, and by participating in the evolution of team rituals, standards, and best practices.

• Provide coaching and mentorship to junior designers, guiding them on the application of service design tools, techniques, and approaches within the specific context of ongoing projects and initiatives.

📝 Enhancement Note: The responsibilities emphasize "analyzing complex journeys, services, and systems" and translating insights into "actionable recommendations" for "prioritization and future development." This directly aligns with operations roles focused on process optimization, efficiency gains, and improving the end-to-end customer lifecycle, which often falls under the purview of Revenue Operations or GTM Strategy. The role requires understanding how service design impacts operational efficiency and revenue generation.

🎓 Skills & Qualifications

Education:

Experience:

• Demonstrated experience in analyzing complex journeys, services, or systems and uncovering actionable insights through a structured, data-informed approach.

• Proven track record in applying key service design practices, including journey mapping, service blueprinting, co-creation workshops, and concept development, to solve real-world business problems.

• Experience in applying qualitative research methodologies and effectively collaborating with quantitative researchers or data analysts to build comprehensive insights.

• Demonstrated ability to facilitate productive conversations and drive solution development with diverse, cross-functional teams.

Required Skills:

• Service Design Expertise: Deep understanding and practical application of core service design principles and methodologies (e.g., journey mapping, blueprinting, persona development, service prototyping).

• Research & Synthesis: Proficiency in qualitative research methods (interviews, observations, usability testing) and the ability to synthesize complex data into clear, actionable insights.

• Cross-functional Collaboration: Proven ability to work effectively with diverse teams, including product managers, engineers, operations specialists, and business leaders, to drive consensus and action.

• Visual Communication & Storytelling: Strong skills in creating compelling visual artifacts (diagrams, mockups, presentations) and articulating complex ideas through narrative storytelling for various audiences.

• Collaborative Platforms: High proficiency in using digital collaboration tools such as Miro and Figma for ideation, mapping, prototyping, and workshop facilitation.

• Analytical Thinking: Ability to analyze complex systems and identify root causes, gaps, and opportunities for improvement.

Preferred Skills:

• Design Management / Strategic Design: Experience in managing design projects or contributing to broader strategic design initiatives.

• Quantitative Analysis Collaboration: Experience working alongside or interpreting data from quantitative researchers or analysts to enrich service design insights.

• Financial Services Industry: Familiarity with the financial services sector, its regulatory environment, and customer expectations.

• Agile Methodologies: Understanding of and experience working within agile development frameworks.

• Coaching & Mentorship: Experience in guiding or mentoring junior team members.

📝 Enhancement Note: The emphasis on analyzing "complex journeys, services, or systems" and uncovering "actionable insights" strongly points to requirements common in operations roles. The ability to collaborate with "quantitative researchers or analysts" and present findings through "visual storytelling" are critical for operations professionals needing to influence stakeholders and drive process improvements. The mention of "Miro" and "Figma" indicates a need for proficiency in modern collaboration and design tools frequently adopted by operations and GTM teams.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Case Studies Demonstrating End-to-End Service Design: Showcase at least 2-3 detailed case studies that illustrate your ability to manage complex service design projects from initial research and analysis through to concept development and implementation recommendations.

• Process Improvement Examples: Include specific examples within your case studies that highlight how your service design interventions led to measurable improvements in operational efficiency, customer satisfaction, or key business metrics.

• System Interaction & Blueprinting: Demonstrate examples of service blueprints or system maps that clearly articulate the front-stage and back-stage processes, technology dependencies, and organizational touchpoints involved in a service.

• Insight Translation & Recommendation Framing: Provide evidence of how you translated raw research findings and complex data into clear, compelling, and actionable recommendations that influenced business strategy and prioritized development efforts.

Process Documentation:

• Workflow Design & Optimization: Showcase examples of how you have mapped, analyzed, and redesigned complex workflows or customer journeys to eliminate bottlenecks, reduce friction, and enhance overall efficiency.

• Implementation & Automation Support: Include instances where your service design work informed or supported the implementation of new systems, processes, or automation initiatives.

• Metrics & Performance Analysis: Detail how you defined key performance indicators (KPIs) for service improvements and how you measured and reported on the impact of your design solutions.

📝 Enhancement Note: For a role like this, a portfolio is crucial. It needs to go beyond just visual design and demonstrate an understanding of operational processes and how service design impacts them. The portfolio should highlight analytical skills, process mapping capabilities (service blueprinting is key here), and the ability to connect design outcomes to business results, which is a hallmark of strong Revenue Operations and GTM professionals.

💵 Compensation & Benefits

Salary Range:

Based on industry benchmarks for a Senior Service Designer role in Charlotte, NC, with 5-10 years of experience, the estimated annual salary range is $110,000 - $150,000. This estimate accounts for the specific experience level, the hybrid work model, and the cost of living in the Charlotte metropolitan area. Compensation will ultimately be determined by the candidate's qualifications, experience, and alignment with specific role requirements.

Benefits:

• Comprehensive Health Coverage: Medical, Dental, and Vision insurance plans.

• Life & Disability Protection: Life Insurance, Accidental Death and Dismemberment (AD&D), and Disability Insurance.

• Financial Wellness: Tax-preferred Savings Accounts (e.g., HSA/FSA) and a robust 401k plan with company matching.

• Time Off: Generous Paid Time Off (PTO) package including no less than 10 days of vacation (prorated), 10 sick days (prorated), and paid holidays.

• Long-Term Incentives: Potential eligibility for Truist’s defined benefit pension plan, Restricted Stock Units (RSUs), and/or a deferred compensation plan, depending on the specific position and division.

Working Hours:

• Standard 1st shift working hours, typically 40 hours per week.

• Hybrid work arrangement requires 4 days per week in the Charlotte, NC office, offering flexibility for remote work on the remaining day.

📝 Enhancement Note: The salary range is estimated based on typical compensation for Senior Service Designers in major financial hubs like Charlotte, NC, factoring in the specified experience level. The detailed benefits list is directly extracted from the provided text, emphasizing the comprehensive package offered by Truist. The working hours and hybrid arrangement are also clearly stated.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Services (Banking)

Company Size: Large Enterprise (Truist is a major financial institution with tens of thousands of employees)

Founded: Truist Financial Corporation was formed in December 2019 through the merger of BB&T and SunTrust Bank.

Team Structure:

• The Service Design team likely operates within a larger Design, Digital, or Innovation function, potentially within or closely aligned with Product Management and Technology departments.

• This role involves significant cross-functional collaboration with various business units, including Operations, Marketing, and Client Experience teams.

Methodology:

• Data-Driven Insights: Emphasis on analyzing client and teammate experiences through qualitative and quantitative data to inform design decisions.

• Human-Centered Design: A core focus on understanding user needs and pain points to create intuitive and effective service solutions.

• Collaborative Co-creation: Facilitating workshops and working sessions with diverse stakeholders to build shared ownership and innovative solutions.

• Iterative Design & Prototyping: Utilizing methods like journey mapping, blueprinting, and prototyping to test and refine concepts before full-scale implementation.

• Strategic Alignment: Ensuring design solutions are aligned with business objectives, operational capabilities, and customer experience strategies.

Company Website: https://www.truist.com/

📝 Enhancement Note: Truist's background as a merged entity suggests a culture that is likely integrating best practices from both BB&T and SunTrust, potentially focusing on streamlining operations and creating a unified, modern customer experience. The industry context of banking implies a need for rigorous process adherence, data security, and a strong focus on customer trust and reliability, which service design must support.

📈 Career & Growth Analysis

Operations Career Level: Senior Individual Contributor

This role is positioned as a Senior Individual Contributor, requiring a high degree of autonomy and expertise in service design principles and their application to complex business problems. It involves leading projects, influencing stakeholders, and mentoring junior team members, indicating a significant level of responsibility and impact.

Reporting Structure:

The Senior Service Designer will report to a manager or director within the Design, Digital, or Customer Experience organization. They will work closely with cross-functional teams, including product managers, engineers, business analysts, and operations specialists, to integrate service design thinking into the development lifecycle.

Operations Impact:

The impact of this role is directly tied to improving the efficiency and effectiveness of customer-facing and internal operational processes. By identifying and addressing pain points in client and teammate journeys, the Senior Service Designer contributes to:

• Enhanced Customer Experience: Leading to increased customer satisfaction, loyalty, and potential for revenue growth.

• Operational Efficiency: Streamlining processes, reducing errors, and lowering operational costs.

• Product & Service Innovation: Informing the development of new offerings and improvements to existing ones based on deep user and system understanding.

• Employee Productivity & Satisfaction: Improving internal tools and workflows for teammates, leading to better service delivery and employee retention.

Growth Opportunities:

• Leadership in Design Practice: Opportunity to take on more complex, high-visibility projects, potentially leading design strategy for key business areas.

• Mentorship & Team Development: Formal or informal opportunities to mentor junior designers, contributing to the growth of the service design function.

• Specialization: Deepen expertise in specific areas of service design, such as financial services CX, digital transformation, or operational process optimization.

• Transition to Management: Potential career path towards a Design Manager or Director role, overseeing a team of designers and shaping the overall design strategy.

• Cross-functional Mobility: Develop a strong understanding of various business operations, opening doors to roles in product management, strategic planning, or customer experience leadership.

📝 Enhancement Note: The role's emphasis on analyzing "journeys, services, and systems" and its collaboration with "operations" and "business stakeholders" positions it as a critical link between customer-centric design and operational execution. Growth opportunities should highlight how this role can lead to advancements in operations strategy, process improvement leadership, or customer experience management.

🌐 Work Environment

Office Type: Hybrid Work Model

This role is based out of Charlotte, NC, and operates under a hybrid model, requiring at least 4 days per week in the Truist office. This setup blends the benefits of in-person collaboration and team cohesion with the flexibility of remote work.

Office Location(s):

Workspace Context:

• Collaborative Environment: The office setting is designed to foster collaboration, with spaces for workshops, brainstorming sessions, and team meetings. This is essential for the co-creation activities central to service design.

• Tools & Technology: Access to and use of digital collaboration platforms like Miro and Figma, along with standard office productivity software and potentially specialized design and research tools.

• Team Interaction: Frequent opportunities for direct interaction with fellow designers, product teams, operations specialists, and other stakeholders, facilitating knowledge sharing and integrated problem-solving.

Work Schedule:

• Standard 1st shift hours, typically 40 hours per week.

• The hybrid schedule provides flexibility, allowing for focused work at home and collaborative sessions in the office.

📝 Enhancement Note: The hybrid nature of the role, requiring 4 days in the office, is crucial for operations-focused roles that benefit from spontaneous collaboration and team synergy. The workspace context highlights the need for tools that support efficient workflow and data sharing, common in operations environments.

📄 Application & Portfolio Review Process

Interview Process:

The interview process for a Senior Service Designer at Truist will likely involve several stages designed to assess technical skills, strategic thinking, collaborative abilities, and cultural fit.

1. Initial Screening: A brief call with an HR representative or recruiter to discuss qualifications, experience, salary expectations, and logistics.

2. Hiring Manager Interview: A deeper dive with the hiring manager to assess your understanding of service design principles, your experience with complex projects, and your approach to problem-solving. Expect questions about your leadership style and ability to mentor.

3. Portfolio Review & Presentation: This is a critical stage. You will be asked to present a selection of your best work, focusing on 2-3 case studies that demonstrate your end-to-end service design process, impact, and collaboration. Be prepared to discuss your role, the challenges, your methodology, the outcomes, and lessons learned.

4. Cross-functional Panel Interview: You will likely meet with key stakeholders from product, technology, and/or operations. This interview assesses your ability to collaborate, communicate effectively with different disciplines, and understand operational constraints and opportunities.

5. Final Interview/Executive Review: Potentially a final conversation with a senior leader to confirm fit and discuss strategic alignment.

Portfolio Review Tips:

• Focus on Impact: For each case study, clearly articulate the business problem, your specific contributions, the methodologies used, and the measurable outcomes (e.g., improved efficiency, increased customer satisfaction, reduced costs). Quantify results whenever possible.

• Showcase the Process: Detail your approach to research, analysis, ideation, prototyping, and testing. Explain why you chose specific methods and how they led to your solutions. Service blueprinting and journey mapping examples are highly relevant.

• Highlight Collaboration: Demonstrate how you worked with cross-functional teams, including operations and business stakeholders. Show how you managed differing perspectives and drove consensus.

• Visual Storytelling: Ensure your presentation is visually engaging and clearly communicates complex information. Use diagrams, maps, and mockups effectively.

• Tailor to Truist: Research Truist's current initiatives, customer segments, and strategic priorities. Frame your examples to show how your skills align with their business needs.

Challenge Preparation:

• Problem-Solving Scenario: You might be given a hypothetical design challenge or asked to analyze a real-world service problem relevant to banking. Be prepared to articulate your approach, ask clarifying questions, and outline potential solutions and how you'd validate them.

• Process Optimization Focus: Given the operational aspects of this role, expect questions or challenges related to improving existing processes, identifying inefficiencies, or designing new operational workflows that enhance the customer experience.

• Stakeholder Management: Practice articulating your design rationale and recommendations to different types of stakeholders (e.g., technical teams, business leaders, operations managers).

📝 Enhancement Note: The emphasis on "operations, and business stakeholders," and the need to analyze "journeys, services, and systems" means the portfolio and interview preparation should strongly feature examples of process improvement, operational efficiency gains, and strategic alignment with business goals. This is where candidates can differentiate themselves for operations-minded roles.

🛠 Tools & Technology Stack

Primary Tools:

• Miro: Essential for collaborative ideation, journey mapping, service blueprinting, workflow visualization, and workshop facilitation. Proficiency in advanced Miro features for complex diagramming and team collaboration is expected.

• Figma: Key for creating wireframes, mockups, prototypes, and design systems. Ability to collaborate effectively on Figma files within a team environment is crucial.

• Design & Research Tools: Familiarity with other design software (e.g., Sketch, Adobe Creative Suite) and user research platforms (e.g., UserTesting.com, Qualtrics, SurveyMonkey) would be beneficial.

Analytics & Reporting:

• Data Analysis Tools: While not explicitly stated as a primary requirement for the designer, understanding how to interpret data from analytics tools (e.g., Google Analytics, Adobe Analytics) or collaborate with data analysts is important for grounding design insights.

• Business Intelligence Platforms: Familiarity with platforms like Tableau or Power BI could be advantageous for understanding how service performance is tracked and reported, especially when linking design outcomes to business metrics.

CRM & Automation:

• CRM Systems (e.g., Salesforce): Understanding how customer data is managed and how CRM systems influence customer journeys is beneficial, as service design often interacts with CRM data and processes.

• Workflow Automation Tools: Awareness of how automation tools impact service delivery and operational efficiency may be relevant when proposing future-state concepts.

📝 Enhancement Note: The explicit mention of Miro and Figma highlights a need for proficiency in tools that are foundational for modern service design and process mapping. For an operations-adjacent role, understanding how these design tools integrate with broader business intelligence, CRM, and automation platforms is key to demonstrating a holistic approach.

👥 Team Culture & Values

Operations Values:

• Customer-Centricity: A deep commitment to understanding and serving the needs of both external clients and internal teammates, ensuring that all service improvements enhance their experience.

• Collaboration & Partnership: Actively seeking and fostering partnerships across departments (Product, Tech, Operations, Business) to ensure holistic solutions and shared ownership of outcomes.

• Data-Informed Decision Making: Utilizing research, analytics, and user feedback to guide design choices and measure the impact of implemented solutions.

• Continuous Improvement: A mindset focused on ongoing optimization of services, processes, and the design practice itself, embracing iteration and learning.

• Clarity & Simplicity: Striving to bring order to complexity, making services and systems easier to understand and use for everyone involved.

Collaboration Style:

• Facilitative Leadership: Leading by enabling productive dialogue, co-creation, and consensus-building among diverse teams.

• Transparent Communication: Openly sharing insights, methodologies, and progress to ensure all stakeholders are informed and aligned.

• Empathetic Engagement: Approaching interactions with an understanding of different perspectives and priorities within cross-functional teams.

• Action-Oriented: Focusing on translating insights into tangible actions and measurable improvements.

📝 Enhancement Note: The values of "Customer-Centricity," "Collaboration & Partnership," and "Continuous Improvement" directly mirror key tenets of successful Revenue Operations and GTM strategies, which aim to optimize the customer journey for revenue growth and operational efficiency. The collaborative style is essential for operations roles that bridge departmental divides.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Large Organizations: Effectively influencing stakeholders and driving change within a large, established financial institution like Truist, which may have complex hierarchies and established processes.

• Translating Ambiguity into Action: Taking undefined problems and ambiguous user needs and translating them into clear service design concepts and actionable operational improvements.

• Measuring Impact: Clearly defining and measuring the ROI of service design initiatives, especially in linking design interventions to tangible business outcomes like revenue, cost savings, or efficiency gains.

• Balancing User Needs with Business/Operational Constraints: Finding solutions that delight users while remaining feasible and effective within the bank's operational capabilities and regulatory environment.

• Adoption of New Methods: Championing and integrating new service design tools and methodologies within teams that may be accustomed to traditional approaches.

Learning & Development Opportunities:

• Deepen Financial Services CX Expertise: Gain specialized knowledge in the unique customer needs, regulatory landscape, and operational intricacies of the banking and financial services industry.

• Advanced Service Design Techniques: Explore and master more advanced methods in areas like service ecosystem design, organizational design for service, or designing for digital transformation at scale.

• Operational Process Optimization: Develop a stronger understanding of operational workflows, back-end systems, and efficiency metrics within a large enterprise context, enhancing your ability to drive operational improvements through design.

• Strategic Influence: Hone skills in strategic thinking, executive communication, and advocating for user-centered approaches at a higher organizational level.

• Mentorship and Leadership: Opportunities to formally or informally mentor junior designers and potentially lead design initiatives, building leadership capabilities.

📝 Enhancement Note: The challenges highlight the need for strong analytical, problem-solving, and influence skills, which are critical for operations professionals. The growth opportunities should emphasize how the role can expand into more strategic operational planning and process improvement leadership.

💡 Interview Preparation

Strategy Questions:

• "Describe a complex service journey you've analyzed. What were the key pain points, and how did you use service blueprinting or journey mapping to uncover them and propose solutions?" (Focus on your process, analytical rigor, and operational insight).

• "How do you approach facilitating collaboration between design, product, technology, and operations teams when there are conflicting priorities or perspectives?" (Highlight your communication, negotiation, and consensus-building skills).

Company & Culture Questions:

• "What do you know about Truist's commitment to customer experience and digital innovation?" (Research their recent initiatives, mission, and values).

• "How do you see service design contributing to operational efficiency and business goals within a large financial institution?" (Connect your design philosophy to business outcomes and operational impact).

Portfolio Presentation Strategy:

• Structure for Impact: For each case study, clearly define the problem, your role and responsibilities, the process you followed (emphasizing research, analysis, and operational considerations), the solution, and most importantly, the measurable impact and business outcomes.

• Highlight Operational Relevance: When presenting journey maps or service blueprints, be prepared to discuss the back-stage processes, technology dependencies, and operational touchpoints in detail. Explain how your design choices address operational constraints or opportunities for efficiency.

• Quantify Results: Use data to demonstrate the success of your projects. If exact numbers aren't available, discuss the intended impact and how it would be measured. Examples: "Reduced customer wait time by X%", "Streamlined process Y, leading to an estimated Z% reduction in operational effort."

• Engage Your Audience: Speak clearly, confidently, and enthusiastically. Be prepared to answer detailed questions about your decision-making process and how you collaborated with different teams, especially operations.

📝 Enhancement Note: Interview preparation should strongly emphasize the ability to connect design outcomes to operational improvements and business value. Candidates should be ready to discuss how their service design work impacts efficiency, cost, and revenue, demonstrating an operations-minded approach.

📌 Application Steps

To apply for this Senior Service Designer position:

• Submit your application through the official Truist careers portal via the provided link.

• Portfolio Customization: Tailor your portfolio to highlight 2-3 key projects that best demonstrate your end-to-end service design process, focusing on complex problem-solving, cross-functional collaboration (especially with operations), and measurable business/operational impact. Ensure service blueprints and journey maps are prominent.

• Resume Optimization: Update your resume to prominently feature keywords from the job description, such as "Service Design," "Journey Mapping," "Blueprinting," "Cross-functional Collaboration," "Miro," "Figma," and any experience related to analyzing "complex journeys, services, or systems." Quantify achievements wherever possible, linking them to efficiency gains or improved customer experiences.

• Interview Preparation: Thoroughly review common interview questions for senior design roles and specifically prepare for questions related to operational impact, stakeholder management, and your approach to problem-solving in a large enterprise. Practice presenting your portfolio with a focus on process, collaboration, and quantifiable results.

• Company Research: Gain a deep understanding of Truist Bank's mission, values, target customer segments, and recent strategic initiatives, particularly in digital transformation and customer experience. Be prepared to discuss how your skills align with their business objectives and operational context.

⚠️ 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.