Senior Service Design Lead

• Partner reciprocally with business partners and subject matter experts across business, technology, risk, data, and platform teams to accurately and completely document processes and service journeys - both current and future state.
• Facilitate information-gathering sessions and workshops with subject matter experts to build shared, exchanged views of current-state processes, using virtual whiteboarding tools such as Mural as well as in-person whiteboarding.
• Research and document business rules, applications, data use, and risks that shape the branch experience.
• Plan and execute system mapping, customer journeys, service blueprints, scenarios, and service specifications.
• Analyze research to identify and generate meaningful insights and behavioral patterns that uncover internal and external user needs.
• Validate and communicate the details of current-state process maps and service blueprints with subject matter experts and key partners.
• Document process maps and service blueprints in standard formats, ensuring consistency and reusability across the team.
• Create presentations and design strategy documentation that turn insight and strategy into impactful, executable solutions.
• Collaborate with product owners and leaders to define the product and service vision, drive decisions, track issues, and help estimate resourcing, needs, and schedules.

• 5+ years of experience designing and delivering complex service design solutions across multiple customer and business touchpoints.
• Bachelor’s degree in Service Design, Business Design, Human-Centered Design, or a related field; experience in visual or experience design is a plus.
• Deep expertise in service design, strategic design, and user-centered design methodologies, with a passion for solving complex customer and business challenges.
• Proven ability to conduct, analyze, and synthesize qualitative and quantitative research into actionable insights and design opportunities.
• Strong proficiency in creating and communicating journey maps, service blueprints, service concepts, prototypes, and design specifications.
• Hands-on practitioner with experience in service design, UX design, interaction design, and service prototyping, supported by a strong portfolio of impactful work.
• Skilled facilitator with experience leading workshops, design sprints, training sessions, and cross-functional collaboration activities.
• Excellent communication, storytelling, and presentation skills, with the ability to influence stakeholders, articulate design strategies, and build strong client relationships.
• Collaborative, adaptable, and growth-oriented professional with knowledge of Agile methodologies, an understanding of technology’s impact on design, and a positive, proactive approach to problem solving.

Join a financial services firm where your contributions are valued. Edward Jones is a Fortune 500¹ company where people come first. With over 9 million clients and 20,000 financial advisors across the U.S. and Canada, we’re proud to be privately-owned, placing the focus on our clients rather than shareholder returns.

Behind everything we do is our purpose: We partner for positive impact to improve the lives of our clients and colleagues, and together, better our communities and society. We are an innovative, flexible, and inclusive organization that attracts, develops, and inspires performance excellence and a sense of belonging.

People are at the center of our partnership. Edward Jones associates are seen, heard, respected, and supported. This is what we believe makes us the best place to start or build your career.

View our Purpose, Inclusion and Citizenship Report (https://careers.edwardjones.com/blog/edward-jones-releases-annual-purpose-inclusion-and-citizenship-report/?codes=DIRECT&utm_source=DIRECT) .

¹Fortune 500, published June 2024, data as of December 2023. Compensation provided for using, not obtaining, the rating.

Our Branch Design & Innovation team within the firm’s Enterprise design function designs coherent, delightful, human-centered branch experiences that empowers Financial Advisors and Branch Teams to do their best work - so they can serve clients with confidence, efficiency, and trust, today and into the future. The team brings together expertise in design and UX strategy, research, prototyping, and UX production design-turning insight and strategy into impactful, executable solutions.