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
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
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.