Truist UX Manager - NLU & Emerging Experiences Team in Charlotte, North Carolina
Req ID: R0060282
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Regular or Temporary:
Language Fluency: English (Required)
1st shift (United States of America)
Please review the following job description:
Truist is on the verge of a big move—a move that aims to alter the course of banking as we know it. And to do that we are looking for some unique talent. Our rapidly growing team is looking for the best people to join our cause to drive journey-led transformation. If you’re passionate about your craft, driven to create change, and interested in joining a team doing transformative work, let’s talk.
Are you passionate about building and designing personalized and engaging experiences while defining the future of multimodal banking?
• Create engaging and easy to use interfaces that bring our brand to life and help enrich the lives of our clients through trust, technology and touch
• Develop omni-channel experiences that seamlessly adapt to varying contexts and enable clients to engage on their own time
• Develop a deep understanding of clients through testing prototypes, conducting user needs analyses and working closely with partners, UX Researchers, UX Designers and UX Writers to iterate on and evolve concepts
• Lead and support design methods & activities on the NLU & Emerging segment and across the enterprise to create highly usable, engaging and memorable experiences
Lead Experience Designers (VUI/UX Designers, UI Designers, UX Writers) as they leverage NLU/NLP capabilities to create more personalized experiences for clients—whether it be through insights, forecasting, proactive notifications, or natural language understanding. This is a new and exciting space for Truist that is pushing the envelope on what “could be” done to enrich client experiences, as advancements in technology have created a new realm of opportunities for mobile & digital engagement.
ESSENTIAL DUTIES AND RESPONSIBILITIES
The following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.
Evangelize and advocate for innovative and emerging experiences across the enterprise while shaping the direction and future of these experiences at Truist.
Lead a design team to drive client acquisition, satisfaction, and retention through industry-leading design experiences. Manage the delivery of design on shipped products and services.
Recommend to executive leadership for prioritization and lead teammates in the implementation of initiatives that create new client and business value.
Partner with cross-functional teams working on similar products/services to create user-centered designs, requirements, workflows, and strategies that deliver value to our clients. Build broad organizational relationships that support team goals.
Stay current on trends, theories, methods and processes and develop new practices that drive increased value and appreciation of design both internally and externally. Share these to team.
Responsible for hiring, mentoring and retaining top experience design talent and managing career development, performance evaluations, salaries, promotions, transfers and terminations within established policies and guidelines.
Develop/evolve XD-focused key performance indicators (KPIs) that correlate with business revenue and financial KPIs to measure & inform XD experiences, benchmark performance and measure position in the marketplace. Track and incorporate user feedback obtained across all Truist channels and 3rd party research, while developing data-based strategic guidance to influence product direction.
Support the management and tracking of our various workstreams with different partners while also providing strategic direction and feedback to the design team in the day-to-day
The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
BA/BS degree in User Experience, Interaction Design, Graphic Design, Web Design, Service Design, Communication Design, Computer Science, Psychology, HCI, Human Factors, other related field or equivalent work experience.
Minimum of 6 years of relevant experience
Comprehensive ability to influence product direction through a deep understanding of users and design concepts.
Ability to manage several workstreams simultaneously.
Good time management and organizational skills.
Strong communication and presentation skills.
Seen as a leader in team environment.
Demonstrate coaching skills.
Advocates the role of psychology of human emotions and behavior in design.
Basic understanding of CSS/HTML and Content Management Systems.
Advanced degree (MS or PhD) in User Experience, Interaction Design, Graphic Design, Web Design, Service Design, Communication Design, Technical Communication, Computer Science, Psychology, HCI, Human Factors, other related field or equivalent work experience.
Experience with AI platforms and voice-enabled experiences.
Experience with highly complex logic or bot parameters.
Expertise in creating human-centered user experiences that are competitive; experience in scientifically measuring the effectiveness of those designs with end users through quantitative and qualitative methods.
Expertise in creating design artifacts such as journey maps, wireframes and high fidelity comps that align with our Design System and brand guidelines.
Deep knowledge about human abilities, human limitations, biases and other human characteristics that are relevant to design.
Comprehensive knowledge of research techniques and the understanding of when to use what technique to ensure validity of data collected when conducting research with human participants.
Knowledge of the World Wide Web Consortium (W3C) guidelines and Web Content Accessibility Guidelines (WCAG).
Ability to write source code for advanced HTML and CSS for cross-browser development.
Experience in agile development.
Banking or financial services experience.
Truist supports a diverse workforce and is an Equal Opportunity Employer who does not discriminate against individuals on the basis of race, gender, color, religion, national origin, age, sexual orientation, gender identity, disability, veteran status or other classification protected by law. Drug Free Workplace.
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