Service Experience Designer
New York, NY
Neighborhood Trust seeks a Service Experience Designer to join our Programs & Business Development Teams to help us design financial tools for low- income households that empower them to take control of their financial lives. Financial empowerment is a lifelong journey – we need your help to understand and define the best client experience and make sure that our internal teams are equipped and empowered to serve them.
About Neighborhood Trust Financial Partners
Neighborhood Trust’s mission is to empower low-income individuals to become productive participants in the U.S. financial system and achieve their financial goals. Neighborhood Trust serves over 6,000 clients each year via its specially trained corps of Financial Advisors and is regarded as an industry leader in the financial inclusion field. In 2013, the NYC Center for Economic Opportunity named Neighborhood Trust among the City’s 10 Most Innovative Nonprofits seeking to alleviate poverty.
Today we are cultivating our model as a scalable social venture that incubates technology-led financial services innovations that benefit low income households. We are growing quickly with strong support from leading foundations and strategic partnerships helping us achieve national scale. In 2015, we were a winner of JP Morgan Chase’sFinancial Solutions Labchallenge.
You will help us reimagine financial empowerment services with an eye towards maintaining quality and trust as we transition to a scalable, tech-based model that is more convenient and accessible for our clients. You will help us design simple and highly usable user interfaces for our suite of technology products. You will be identifying challenges and finding opportunities to solve real client problems that help individuals more effectively manage their cash flow. You will be providing the service design, user experience, and interface design, and helping to facilitate our transition to this technology-focused approach.
As a Service Experience Designer You Will
Work with a multi-functional team in a highly collaborative, supportive environment
Maintain a user-centered approach to your design practices
Use your innate curiosity to constantly learn, challenge assumptions and uncover new insights
Create new design processes that can be replicated for any new service; ensure collaboration moves increasingly efficiently and results keep getting better.
Be a leader in all aspects of the design process by creating compelling visions, framing problems, defining insights, and making concepts and prototypes
Work with our software engineers to translate design concepts to reality. Ensure that the programmers are comfortable transforming your ideas into working software.
Perform service design research and create service design artifacts, such as journey maps and service blueprints; then translate learnings and insights to make them actionable
Bring your ideas to life, creating flows, sketches, wireframes, prototypes and other design artifacts to define and communicate end-to-end user experiences
Sweat the details, focusing on quality of craft within your work
Tell compelling stories to share your work with designers and stakeholders
Collaborate with partners in Product, Tech, Operations and other stakeholder groups to understand the priorities and goals
Create the right materials to develop a shared understanding and help the team move faster
Be open-minded, creative and self critical
Always be learning and sharing
What You’ll Have
A demonstrated commitment to driving social change
Ability and desire to work in all phases of the design process-- service experience, user experience, and interface design
Systems thinker not afraid of solving complicated design challenges and looking for opportunities to help customers succeed
A passion for creating new methods and delivering innovation
A collaborative nature with strong communication skills, sincerity, and a sense of humor in the face of ambiguous design challenges
Confidence and pride in your work, skills, experience, and expertise
2+ years of experience working on service design projects end-to-end, including a command over all phases of design from insight gathering to concept generation to market execution
At least 3-5 years of professional experience with UX Design creating web and mobile software applications
2+ years of experience designing for omni-channel services and prototypes
Mastery of a design tool, such as Sketch and/or Adobe Creative Suite
2 years of prototyping experience
1 year of experience working in a lean UX environment as well as working with engineering teams that use agile methodologies
Experience developing visual identity systems, data visualizations, visual design, illustrations and more
Neighborhood Trust is committed to a workplace culture of collaboration and respect. We are dedicated to ongoing professional development for our employees, supporting career growth and opportunities for advancement within the organization. To apply please send your resume andcover letter to firstname.lastname@example.org. Include “Service Experience Designer” in the subject line of the email.