Designer Lead Senior--HR Consultant

Position: Experience Designer Lead Senior--HR Consultant
Position Overview

At PNC, our people are our greatest differentiator and competitive advantage in the markets we serve. We are all united in delivering the best experience for our customers. We work together each day to foster an inclusive workplace culture where all of our employees feel respected, valued and have an opportunity to contribute to the company’s success. As a(n) [position title] within PNC's [name of division] organization, you will be based in [city/state location of position].

Job Profile

Position Overview
At PNC, our people are our greatest differentiator and competitive advantage in the markets we serve. We are all united in delivering the best experience for our customers. We work together each day to foster an inclusive workplace culture where all of our employees feel respected, valued and have an opportunity to contribute to the company’s success. As an Experience Designer Lead Senior within PNC's HR Strategy Delivery and Risk organization, you will be based in Pittsburgh, PA;
Cleveland or Columbus OH;
Birmingham, AL;
Downers Grove, IL;
Atlanta, GA;
Houston, TX;
East Brunswick, NJ.

We are looking for a candidate that will produce end‑to‑end service blueprints, channel strategies, content models, and accessibility standards. This candidate will also partner with Product Owners on UX and acceptance criteria.

Responsibilities

• Produce journey maps, service blueprints, and channel strategies for hire‑to‑retire moments.

• Lead UX research and usability analyses; define content and taxonomy standards.

• Develop accessibility‑by‑design guidelines embedded into EX platform delivery.

• Partner with Product and Process teams to ensure aligned handoffs and requirements.

• Use evidence‑based design to measure experience outcomes (task success, CES, deflection).

Capabilities (Skills & Must‑Have Competencies)

• Service design, UX research, IA/taxonomy, human‑centered design.

• Evidence‑based design techniques (CES, deflection, time‑to‑resolve).

• Familiarity with HR content, policy constraints, and risk controls.

• Experience partnering with product teams on UX/UI acceptance.

PNC is an in-office company that fosters a supportive culture where employees can thrive and achieve balance. We encourage candidates to connect with their recruiter and hiring manager to understand workplace expectations and ensure the role aligns with their goals.

PNC will not provide sponsorship for employment visas or participate in STEM OPT for this position.
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…