PNC Experience Designer Lead Sr 

United States, Pennsylvania 

886694164

1. Strategic Research & Facilitation Leadership• Design Thinking Facilitation –framing and leading workshops that drive alignment, ideation, and customer-centered decision-making.
• Human-Centered Design –putting user needs at the core of solution-building.
• Journey Mapping / Service Blueprinting –able to visualize and communicate the end-to-end user experience in a way that aligns teams and identifies opportunities.
• Workshop Facilitation Expertise – deep experience designing and running collaborative sessions with stakeholders.2. Research Craft• Mixed-Methods Research – comfortable across qualitative and quantitative methodologies, interviews, usability testing, surveys, A/B testing, readouts with large audiences, contextual inquiries.
• Insight Synthesis & Storytelling – distill findings into compelling insights and present them clearly up and down the org chart.
• Continuous Discovery – advocates for and implements ongoing research to inform product evolution and future phases.
• Evidence-Based Decision Making – Evangelizes user evidence as a key input into product and business strategy.3. Operational & Team Management• Research Ops / Intake Management –setting up and managing a structured intake process, prioritization of work, and resourcing processes.
• Contractor Oversight – Able to assess quality and fit, delegate effectively, and ensure consistent research standards.
• Team Leadership & Mentorship – ability to govern the work of a team, delegate effectively, ensure consistent standards across all researchers4. Stakeholder Engagement• Cross-Functional Collaboration – trusted partner to product, design, engineering, and business stakeholders.
• Influence Without Authority – able to align and persuade without formal reporting lines.Job Description

• Influences the process and transforms most complex tasks into intuitive, accessible and easy-to-use designs through the entire experience lifecycle, from the first-time user to the expert.
• Develops and recommends the discovery techniques of customer and business needs through contextual inquiries, and generative and quantitative research. Uncovers customer latent needs and creates vision to meet those needs.
• Drives and establishes the design direction and strategy. Leads others to execute visual, information, interaction and service design elements of the initiative that meets business and customer needs and delights customers. Communicates the initiative and product to others, including senior management, through user journeys, storyboards, prototypes, wireframes and other materials.
• Sets the direction for usability of new and existing products, makes adjustments to align with shifting customer expectations.
• Develops research methods and strategies, conduct studies, and present findings that will inform improvements in the customer experience.
• Coaches and mentors junior staff; Assists management team in training new staff.

PNC Employees take pride in our reputation and to continue building upon that we expect our employees to be:

• Customer Focused - Knowledgeable of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and able to leverage that information in creating customized customer solutions.
• Managing Risk - Assessing and effectively managing all of the risks associated with their business objectives and activities to ensure they adhere to and support PNC's Enterprise Risk Management Framework.

Qualifications

Successful candidates must demonstrate appropriate knowledge, skills, and abilities for a role. Listed below are skills, competencies, work experience, education, and requiredneeded to be successful in this position.

Agile Web Development, Business Requirements Documentation (BRD), Digital User Experience, IT Architecture, JavaScript, WireframingBusiness Analytics, Creativity, Design Thinking, Effective Communications, Graphic Visualization, Group Facilitation, Product Development Life Cycle, Requirements Analysis, Solutions Development, User Experience Design, User Interface DesignRoles at this level typically require a university / college degree. Higher level education such as a Masters degree, PhD, or certifications is desirable. Industry relevant experience is typically 8+ years. Specific certifications are often required. In lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be considered.No Required Certification(s)No Required License(s)

This position is subject to the requirements of Section 19 of the Federal Deposit Insurance Act (FDIA) and, for any registered role, the Secure and Fair Enforcement for Mortgage Licensing Act of 2008 (SAFE Act) and/or the Financial Industry Regulatory Authority (FINRA), which prohibit the hiring of individuals with certain criminal history.

California Residents

Refer to the