BNY Mellon
Vice President, User Experience, UX/Service Designer
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Vice President, User Experience — UX / Service Designer, Client & Commercial Innovation
We’re seeking a future team member for the role of Vice President, User Experience — UX / Service Designer, Client & Commercial Innovation to join our EMEA Innovation / Strategic Partnerships, Investments & Innovation team. This role is located in London, UK.
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, FigJam, 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.
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To be successful in this role, we’re seeking the following:
- 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, and delivery outcomes.
- Confidence working within policy, governance, risk, and regulatory constraints.
- Curious, self-directed, and able to rapidly build understanding of complex domains.
- Comfortable moving between discovery, service design, UX execution, client facilitation, and prototype development.
- Low ego and team-first, with a willingness to build on others’ ideas and let go of their own when evidence changes.
- Open to constructive challenge and able to challenge others with care, clarity, and evidence.
- Resilient in the face of ambiguity, pace, feedback, and changing priorities.
- Strong visual and verbal communicators who can make complexity legible.
- Evidence-led, practical, and outcome-focused.
- Able to work across product, AI, data, engineering, engagement, business, risk, and client teams.
- Comfortable contributing beyond a narrow design lane while respecting clear accountability.
- Motivated by learning, experimentation, and helping others develop.
- Experience in financial services, asset servicing, banking, capital markets, payments, data-heavy services, or regulated sectors.
- Exposure to client-facing innovation, commercial strategy, value engineering, product ventures, or co-creation.
- Experience designing AI-enabled experiences, human + agent workflows, decision-support tools, or enterprise workflow products.
- Experience using AI-enabled tools for research synthesis, journey mapping, concept development, prototyping, or testing.
- Exposure to risk and controls, operational services, data products, or complex enterprise platforms.
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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, 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.
At BNY, our culture speaks for itself, check out the latest BNY news at: BNY Newsroom [https://www.bny.com/corporate/global/en/about-us/newsroom.html] & BNY LinkedIn [https://www.linkedin.com/company/bnyglobal/posts/?feedView=all]
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.
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