Service Design Leader

We are seeking a seasoned Service Designer who can operate at both the strategic and systems level to help shape the future of Banking-as-a-Service. In this role, you won't just be refining existing touchpoints - you'll be designing and orchestrating the end-to-end services, ecosystems, and business models that make a digital bank possible.

As a Service Designer, you will be instrumental in establishing the frameworks, research practices, and service blueprints that guide how we deliver cohesive, scalable, and trusted experiences. You'll bring together user insight, business strategy, and emerging technology to design services that are not only intuitive and human-centered, but also operationally resilient and commercially viable.

What we're looking for:

Strategic Design - Visionary service designer who can translate ambiguous challenges into service concepts, business models, and blueprints that redefine how digital banking services are built and delivered.

User-Centered Research - Strong ability to uncover real user, business, and platform needs and pain points through qualitative and quantitative discovery, bringing evidence into every decision.

Service Design & Process Innovation - Systems thinker who thrives at mapping journeys, ecosystems, and service processes, spotting opportunities to simplify complexity and drive product and platform innovation.

Cross-Functional Collaboration - Collaborative builder who partners with designers, engineers, product managers, and business leaders to ensure services are cohesive and scalable.

Prototyping & Testing - Prototyper and experimenter who isn't afraid to build, test, and refine pilots and simulations to validate ideas and derisk bold bets.

Storytelling & Communication - Ability to shape narratives that distill complex insights into clear, compelling messages, influencing stakeholders and executives to align around new possibilities.

Mentorship & Leadership - Mentor and thought partner who brings depth of expertise, while elevating others and raising the bar for the service design practice across the organization.

Technology - Technology-fluent designer who understands how APIs, orchestration layers, cloud-native platforms, and fintech enablers fit together to create resilient, future-ready service ecosystems.

A portfolio is required to be considered for this position

This portfolio should demonstrate some or most of the expertise described above and should be enough of a contextual indicator that you're qualified for the role. Your portfolio might take the form of a deck showcasing a few key case studies.

Typically, a candidate at this level has 10-12 years of experience and previous experience in regulated spaces like finance, health or insurance.

At BNY Mellon, our inclusive culture speaks for itself. Here's a few of our awards:

Fortune World's Most Admired Companies & Top 20 for Diversity and Inclusion

Bloomberg's Gender Equality Index (GEI)

Best Places to Work for Disability Inclusion, Disability: IN - 100% score

100 Best Workplaces for Innovators, Fast Company

Human Rights Campaign Foundation, 100% score Corporate Equality Index

CDP's Climate Change 'A List'

Our Benefits:
BNY Mellon offers highly competitive compensation, benefits, and wellbeing programs rooted in a strong culture of excellence and our pay-for-performance philosophy. We provide access to flexible global resources and tools for your life's journey. Focus on your health, foster your personal resilience, and reach your financial goals as a valued member of our team, along with generous paid leaves that can support you and your family through moments that matter.

BNY Mellon is an Equal Employment Opportunity/Affirmative Action Employer. Minorities/Females/Individuals with Disabilities/Protected Veterans. Our ambition is to build the best global team - one that is representative and inclusive of the diverse talent, clients and communities we work with and serve - and to empower our team to do their best work. We support wellbeing and a balanced life, and offer a range of family-friendly, inclusive employment policies and employee forums.