Vice President, User Experience, UX​/Service Designer

Vice President, User Experience II — UX / Service Designer, Client & Commercial Innovation

In this role, you’ll make an impact in the following ways:

• Service design and client / business discovery
• Lead and support end-to-end service design across complex client and business journeys.
• Map current-state and future-state journeys across people, process, technology, data, controls, and client experience.
• Identify pain points, unmet needs, risks, operational friction, and opportunities for improvement or innovation.
• Translate research and discovery into clear opportunity maps, service blueprints, experience narratives, and actionable recommendations.
• Work across client-facing and internal teams to understand commercial priorities, client needs, operational constraints, and delivery realities.
• Client-facing innovation and co-creation
• Design and facilitate client workshops, discovery sessions, co-creation activities, and value-mapping exercises.
• Partner with product managers and engagement leads to move client conversations from insight to opportunity.
• Support client and commercial product venture work through journey design, concept development, prototyping, testing, and readout materials.
• Create high-quality artefacts that help clients and senior stakeholders understand complex ideas quickly.
• Help BNY show up differently with clients by combining design, innovation, AI-enabled thinking, and practical commercial relevance.
• UX and prototype execution
• Translate service concepts into user flows, wireframes, clickable prototypes, experience concepts, and product POCs where needed.
• Use Figma, Fig Jam, Windsurf, and other approved tools to create clear, well‑crafted, executive‑ready design outputs.
• Conduct evaluative testing and iterate rapidly based on evidence and feedback.
• Design human + AI / human + agent interactions with attention to trust, transparency, accessibility, usability, and escalation.
• Contribute to reusable patterns, design practices, and team methods.
• AI‑enabled design practice
• Use approved AI-enabled tools and methods to accelerate research, synthesis, ideation, concept generation, prototyping, and storytelling.
• Critically evaluate AI outputs rather than accepting them at face value.
• Understand where AI can help discovery and design, and where human judgment, empathy, context, and craft remain essential.
• Work with product and AI partners to shape experiences that are safe, useful, understandable, and adoption ready.
• Help the team continuously improve how AI is used within the design process.
• Stakeholder engagement and communication
• Present complex ideas clearly and confidently to senior internal stakeholders, clients, and cross‑functional teams.
• Facilitate alignment across competing priorities and perspectives.
• Work fluidly with product, engineering, AI, data, engagement, business, coverage, risk, and compliance partners.
• Help create clarity in ambiguous situations through strong visual communication, storytelling, and evidence‑based recommendations.
• Support a team culture based on trust, constructive challenge, learning, and shared ownership of outcomes.

• Strong experience in service design, UX design, product design, experience strategy, or adjacent design roles.
• Evidence of end-to-end service design work in complex, multi‑stakeholder environments.
• Strong capability in journey mapping, service blueprinting, systems thinking, workshop facilitation, and design storytelling.
• Ability to execute UX design where needed, including user flows, wireframes, interactive prototypes, and evaluative testing.
• Research experience across discovery and evaluation methods, with the ability to synthesise qualitative and quantitative inputs into clear recommendations.
• Strong portfolio demonstrating impact on client, business, operational, or product outcomes — not just visual interface delivery.
• Experience presenting to senior stakeholders and facilitating alignment across cross‑functional teams.
• Comfortable working with ambiguity, unfamiliar domains, and complex subject matter.
• Demonstrated interest in using AI-enabled tools to improve design, research, synthesis, collaboration,…