Customer Experience Designer

Umpqua Bank Portland , OR 97228

Posted 2 months ago

The Innovation Team at Umpqua Bank is looking for a Customer Experience Designer who is passionate about designing engaging omni-channel user experiences, creating beautiful and useful financial products and services, and bringing experiences to life through rapid prototyping.

You will work at the intersection of human behavior, business, digital and the physical environment to continuously invent programs, services and experiences that meet customer needs. You will be a part of a lean, agile team that creates and executes human-digital concepts to create brand-defining service journeys. You will help innovate the banking experience to integrate the physical and digital worlds in creation of a seamless, human banking experience that can be felt and measured.

You'll work closely with members of our team, including researchers, strategists, program leads and designers to create prototypes and gather insights that deepen our understanding of customer behaviors, beliefs, needs and values.

Above all you are forever curious, empathetic and innovative you are the advocate for, and the voice of, our customers.

You are a

Human-Centered Designer who:

  • Creatively shapes and simplifies the customer experience through a human-centered design process that balances data, customer insights, scalability, craftsmanship and discerning taste

  • Designs new-to-the-world experiences through prototyping, information architecture, data visualization, storytelling, systems thinking, animation/motion, front-end design, building interactive experiences and creating build-ready assets

  • Develops low and high-fidelity prototypes to evaluate new customer experiences using the latest practices in service design

  • Visualizes end-to-end experiences through presentations, storyboards, and prototypes for teams across the organization to achieve broad understanding and alignment

  • Delivers vision in an inspirational and meaningful way that clearly articulates the customer benefit and alignment with the Umpqua mission of Personalized banking for all, anytime, anywhere

  • Advocates for the team's work to diverse audiences throughout the bank through presentations and experiences

  • Serves as a resource on human-centered design for partners and peers across the business

  • Serves as a subject matter expert on innovation practices and the state of CX in the banking industry

  • Is an advocate for the Umpqua brand and exceptional design, visually and experientially

Strategic Thinker who:

  • Focuses on highly ambiguous problem areas in existing or new initiatives while delivering results

  • Works closely with the Design Strategists on research needs to inform the work. Partner with the teams to uncover initial insights to inform ideation or to validate early hypotheses.

  • Creates assets for and participate in workshops at the outset of new programs to ensure the work is founded in insights, is clear on roadmap capabilities, considers the entire experience, accounts for trends, and is pushing the boundaries of what is possible

  • Creates end-to-end journey maps communicating how our customers will engage in our services to align the organization in creating a truly consumer-centric offering

  • Considers user experience, customer journeys and operational systems to optimize designs and experiences for customer desirability, frictionless experiences and feasibility

Role Requirements

  • Bachelor's degree (BA/BS)

  • 5+ years of experience in Graphic Design, Experience Design, Environmental Design or Service Design

  • Advanced software proficiency: Sketch, Adobe Creative Suite

  • Ability to prototype with a range of tools, including new-to-market, interactive, and motion-based tools

  • Knowledge of and experience in design thinking/human-centered design

  • Knowledge of and experience in service design

  • Ability to manage multiple simultaneous projects requiring frequent communication, organization, time management, and problem-solving skills

  • Proactive and flexible attitude; willingness to take an "all hands-on deck" approach

  • Ability to work effectively in a fast-paced environment with sometimes complex and ambiguous information

  • Proven track record of independently owning projects from start to finish self-starter and self-directed

  • Best in class online portfolio of real life, delivered products, services or experiences

  • Strong conceptual design skills

  • Experience inventing, building, or launching physical spaces, programs, and/or applications

  • Passion for designing elegant, beautiful, innovative experiences that meet human needs

  • Excellent interpersonal, communication, negotiation, and collaboration skills

  • Outgoing team player, prolific on the board sketcher able to function independently and in a team environment

No relocation

About Us

We do things a little differently here at Umpqua. Our retail stores serve as community hubs, our associates are given up to 40 hours of volunteer time each year, and we're never satisfied with the status quo. It's no wonder we've made "Fortune's 100 Best Companies to Work For" eight years in a row. But greatness has no finish line, so we continue every day to keep people at the center of everything we do. We focus on building relationships, understanding our customers' needs and connecting to people in new and innovative ways -- always staying true to our mission of providing personalized banking for all people, whenever and however they prefer to bank.

Umpqua Bank is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, protected veteran status, or disability. We maintain a drug-free workplace and may perform pre-employment substance abuse testing.

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Customer Experience Designer

Umpqua Bank