Human Centered Design Lead

Hiring Range: $143,209 - $210,000

The posted salary range reflects Eastern’s expected hiring range. Actual pay may vary based on experience, skills, and market factors; additional compensation may apply. Eastern offers a robust benefits and retirement package. Please see the description of benefits included with this job posting for additional information.

This position will serve as a key resource to the bank–leading our Human Centered Design / Design Thinking practice. This role will set the strategic direction for design at the company including UX, service, and interactive design across customer value chains. This role will oversee a small team of designers with the goal of taking a customer first approach to both new product development and delivery, fundamentally changing the way we think about and implement design.

• Set the design strategy for the bank and establish processes to define and refine service/experience design for both current and future product solutions, creating a holistic customer experience
• Lead internal teams through coaching, training, and hands‑on work to establish best practices and develop quality digital design deliverables (e.g., journey maps, prototype assets, etc.) across customer value-chains
• Direct and develop human-centered prototyping/testing approaches and execution strategies, integrating customer, business, and market data to deliver new products/solutions to market
• Drive synthesis of customer value findings and analyses into deliverable structure and design, working with business stakeholders and tech teams to incorporate strategic and operational considerations into design outputs
• Build, develop, and use quantitative and qualitative methods to design materials (e.g., surveys, A/B testing materials, etc.), ensuring designs are both highly useful and operationally feasible, while embedding measurement capabilities to gauge impact across digital channels
• Lead and manage a small team of design resources, developing and leveraging their skills to create best‑in‑class client experiences through design
• Support ad-hoc delivery requests based on prioritized team needs

Independent strategic decision maker. Will set the strategic direction of the Bank for design, including UX, service, and interactive design across customer value chains.

• Must be both imaginative and highly analytical, conceptualizing new solutions that delight our customers based on data and research (e.g., jobs-to-be-done)
• Strong design and product development expertise, as well as a record of building trust with stakeholders
• Minimal supervision required, with the ability to drive results and problem resolutions effectively and efficiently
• Proven collaborative approach, openly sharing information and receptive to the ideas of others, building/motivating/leading cross-functional teams
• Highly articulate communicator who is able to convey important messages in a clear and compelling manner
• Customer obsessed
• 10+ years of hands‑on experience working in a design/product development role in High Tech, Financial Services, or Consumer Product
• Extensive knowledge of d.school design thinking, lean start‑up, and agile methodologies/frameworks
• Demonstrated experience in UX design, strategy, leadership, and delivery across high‑impact product initiatives
• Highly collaborative approach to designing and building products
• Considerable experience coaching and leading high‑performing teams
• Proven ability to leverage data to make business decisions, then measure execution results
• Desire to explore new capabilities and technologies to support Eastern's vision

• Bachelor's degree, military experience, or equivalent combination of training and experience
• Startup experience and/or large company digital design & product development experience

Physical Demands:
While performing the duties of this job, the employee must be able to remain in a stationary position 50% of the time. The employee frequently is required to operate a computer and other office productivity machinery, such as a calculator, copy machine, and printer. The employee…