Lead Service Designer

BNY
UNITED STATES, PA, PITTSBURGH

$102,000 p/year
IT
Full-time
Service Design
User-Centered Design
Journey Mapping

Our job summary

The Lead Service Designer at BNY focuses on designing user-centered, complex financial service systems to optimize the servicing process. This role demands expertise in journey mapping, cross-functional collaboration, advanced design tools, and leadership to mentor junior designers. The position requires 10+ years of experience, ideally in regulated industries like finance, and involves creating cohesive, user-friendly design solutions aligned with business goals.

Lead Service Designer

At BNY, our culture allows us to run our company better and enables employees’ growth and success. As a leading global financial services company at the heart of the global financial system, we influence nearly 20% of the world’s investible assets. Every day, our teams harness cutting-edge AI and breakthrough technologies to collaborate with clients, driving transformative solutions that redefine industries and uplift communities worldwide.

Recognized as a top destination for innovators and champions of inclusion, BNY is where bold ideas meet advanced technology and exceptional talent. Together, we power the future of finance – and this is what #LifeAtBNY is all about. Join us and be part of something extraordinary.

We’re seeking a future team member for the role of Lead Service Designer to join our Global Payments & Trade team. This role is located in Pittsburgh, PA and New York City.

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

We are seeking a Lead Service Designer with experience working with, defining, and designing complex systems to bring creativity, strategic insight, and user-centered thinking to our team. This role requires a highly skilled designer who excels in collaboration, design execution, and the ability to drive impactful user experiences. This Lead Service Designer will help lead the optimization of our servicing process.

To be successful in this role, we’re seeking the following:

User-Centered Design – Lead with a user-first approach, ensuring all design choices address user needs, behaviors, and insights from research. Drive a seamless and intuitive product experience by deeply understanding our users.

Journey Mapping – Map and analyze end-to-end user journeys across operations and servicing teams and systems to identify pain points, key moments, and opportunities for improvement. Use journey maps to align teams on a shared vision of user needs, ensuring a cohesive and supportive experience at each stage.

Cross-Functional Collaboration – Work closely with product managers, engineers, and stakeholders to align design efforts with business goals, transforming complex requirements into clear, functional design solutions that respect technical constraints.

Proficiency in Design Tools – Possess advanced skills in tools such as Figma and Miro, to create high-fidelity wireframes, prototypes, and mockups that clearly communicate interaction models and UI specifications.

Design System Knowledge – Experience with and contribute to a global design system that ensures visual consistency across interfaces. Develop workflow patterns and components that can then be reused by other teams.

Complex Systems Knowledge – Bring an understanding of the unique challenges of designing and maintaining complex systems, with an ability to distill intricate requirements into clear design solutions that facilitate user understanding and interaction.

Effective Communication and Storytelling – Articulate design concepts and rationale to diverse stakeholders, making complex ideas accessible. Use storytelling to engage others in the product vision, fostering alignment and enthusiasm.

Mentorship and Leadership – Skilled in guiding junior designers, providing constructive feedback, and elevating team standards. Fosters a culture of continuous learning, innovation, and collaboration within the team.

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 visual indicator that you’re qualified for the role. A portfolio could include a Figma link that’s open to view access.

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

At BNY, our culture speaks for itself, check out the latest BNY news at:

BNY Newsroom

BNY LinkedIn

Here’s a few of our recent awards:

America’s Most Innovative Companies, Fortune, 2025
World’s Most Admired Companies, Fortune 2025
“Most Just Companies”, Just Capital and CNBC, 2025

Our Benefits and Rewards:

BNY 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, including paid volunteer time, that can support you and your family through moments that matter.

BNY is an Equal Employment Opportunity/Affirmative Action Employer - Underrepresented racial and ethnic groups/Females/Individuals with Disabilities/Protected Veterans.

BNY assesses market data to ensure a competitive compensation package for our employees. The base salary for this position is expected to be between $102,000 and $186,000 per year at the commencement of employment. However, base salary if hired will be determined on an individualized basis, including as to experience and market location, and is only part of the BNY total compensation package, which, depending on the position, may also include commission earnings, discretionary bonuses, short and long-term incentive packages, and Company-sponsored benefit programs.
This position is at-will and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation) at any time, including for reasons related to individual performance, change in geographic location, Company or individual department/team performance, and market factors.

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