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Bank of America Design Thinking Strategist - Operational Excellence in Charlotte, North Carolina

Job Description:

Design Thinking Strategists lead cross-functional teams in using human-centered design methods to create transformative business solutions that simultaneously drive operational excellence and deliver exceptional customer and employee experiences. The winning candidate will bring a passion for design and its application to enterprise-level business challenges, a deep curiosity and empathy for customers, and the proven ability to work collaboratively across large organizations.

Core Responsibilities

  • Creating - then driving - collaborative design approaches that take working teams from opportunity identification to solution concept to design prototype to viable business solution.

  • Structuring, planning, and facilitating creative workshops and multi-day design sprints

  • Leveraging both creative and analytical approaches to synthesize multiple data sources (qualitative, quantitative, primary, and secondary) and frame customer-centric business opportunities

  • Developing and executing customer learning plans to obtain deep qualitative insights around customer, client, and employee experiences and building robust customer journeys

  • Creating repeatable, sustainable tools and methods and contributing to the establishment of an overall design practice for adoption within the larger Operational Excellence and BAC communities

  • Evangelizing design thinking methodology and human-centered strategies within the core working teams and across the organization Experience, Skills and Requirements

  • Dedicated to driving, facilitating, and delivering high quality materials from Design Thinking approaches.

  • Has a desire to work through the entire design process from discovery to solution design using methods like observing, interviewing, empathizing, capturing insight, ideating, sketching, story boarding, diagramming, prototyping, and testing.

  • Previous experience leading multiple Design Thinking, Service Design, Experience Design and other human-centered design efforts.

  • Excellent communication skills to interface and influence senior business leaders

The ability to channel the talent of a small team through the creative process is required along with the following:

  • Flexibility - able to embrace new challenges and readily adapt approaches

  • Learning mindset - high level of curiosity and openness to different ways of working

  • Facilitation - highly skilled at guiding diverse teams through co-creative and collaborative events

  • Presentation - exceptional oral and written communication skills

  • Influence - able to guide conversations and influence work without direct authority

  • Motivation - able to act with limited input and effectively prioritize and execute in a fluid environment.

  • 7+ years of experience in one or more of the following: Design Strategy, Business Strategy, Innovation Management, Customer Experience Design, Product Development, Management / Design Consulting, Service Design, User Experience Design, or related Business and Design fields.

  • A bachelor's degree in Business Management, Engineering, or Design related field

  • Master's degree in Business or Design a plus

  • Financial Services or Financial Technology experience a plus

Preferred Skills

  • Familiarity with process engineering tools and methods

  • Experience with leading enterprise level process reengineering projects which drive value to the business in terms of revenue, efficiencies, employee satisfaction and customer experience

Posting Date : 06/14/2019

Location :

Jersey City, NJ, 101 HUDSON ST (NJ2101),


  • United States

Travel : Yes, 5% of the time

Full / Part-time : Full time

Hours Per Week : 40

Shift : 1st shift

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Diversity & Inclusion

At Bank of America, our commitment to diversity and inclusion is helping us to create not only a great place to work, but also an environment where our employees, our customers and our communities around the world can reach their goals and connect with each other. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

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