Lead Journey Architect

Overview

The Journey and Service Design team at Truist applies human-centered design, behavioral science and data-driven insights to transform how people interact with financial services. The team partners with business areas to map end-to-end journeys, design seamless experiences, and drive client satisfaction and operational excellence. This role is a leader within the Journey organization and also part of the Business Relationship teams, aligning experiential work with business strategy and key partners.

Regular or Temporary:
Regular

Language Fluency:
English (Required)

Work Shift:

1st shift (United States of America)

• In this leadership role, define our future vision for client delivery, lead stakeholders, and drive backlog priorities and sprint/release plans with business, platform, and enablement partners across the Bank.
• Act as end-to-end experience product owner with line of business counterparts and technology leadership.
• Identify and define key journeys in partnership with service design, ensuring work addresses human-centric client and teammate needs.
• Collaborate with business, research and analytics partners to understand current-state opportunities and assess business and emotional impacts.
• Serve as a point of contact for LOB and client experience leaders, acting as end-to-end co-owner of the product and maintaining ongoing partnerships with LOBs.
• Co-develop and drive the target product vision aligned with business strategy with Service Design partners and the Journey team from other areas of the business.
• Communicate process, vision and status to stakeholders and Journey team members, aligning with the company’s goals.
• Build, improve, and prioritize the backlog of product features, including business case creation and concept design.

Required Qualifications:

• Bachelor’s degree in related subject, or equivalent education and related training.
• Seven or more years of experience in client experience, client relationship, insights, process management, product development, service design and/or applied behavioral sciences.
• Experience developing strategies, managing major initiatives, including organizational transformation, and delivering results within a complex matrix environment.
• Experience as a senior journey architect with strategy, platform/product ownership or related disciplines, preferably in financial services, leading design efforts for front-end digital solutions, client experience re-engineering or product management from conceptualization to delivery.
• Experience with quantitative and qualitative research tools and data to guide client experiences, interactions, and flows.
• Ability to manage large, complex efforts with significant impact on company performance and goals.
• Ability to develop a comprehensive business case.
• Strong presentation, verbal and written communication skills with emphasis on storytelling.
• Proficiency in basic computer applications (Microsoft Office).
• Strong professional demeanor and commitment to excellence.
• Ability to travel, occasionally overnight.

Preferred Qualifications:

• MBA or graduate degree.

All regular teammates (not temporary or contingent workers) working 20 hours or more per week are eligible for benefits. Truist offers medical, dental, vision, life insurance, disability, AD&D, tax-preferred savings accounts, and a 401k plan. Vacation, sick days, and paid holidays are provided. Details vary by position and division. Some roles may offer additional programs such as defined benefit pension plans, restricted stock units, or deferred compensation.

Additional benefits information will be provided during the hiring process.

Truist is an Equal Opportunity Employer that does not discriminate on the basis of race, gender, color, religion, citizenship or national origin, age, sexual orientation, gender identity, disability, veteran status, or other classification protected by law. Truist is a Drug Free Workplace. EEO is the Law, E-Verify, and IER Right to Work information is provided as applicable.