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Truist Director, Experience Design - Digital + Physical UX in Charlotte, North Carolina

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Regular or Temporary:


Language Fluency: English (Required)

Work Shift:

1st shift (United States of America)

Please review the following job description:

At Truist, we believe in creating world-class services and experiences for our clients and teammates. With radical focus on the people we are designing for, our Experience Design team works to assess needs, ambitions, and limitations to create solutions that support clients to take steps toward financial confidence. We believe in the rigorous use of research, service design, UX/UI, and accessibility best practices to deliver quality experiences that our clients and teammates love to use.

Direct a team of multi-disciplinary designers delivering highly complex human-centric solutions. You will lead emerging client experiences, inform design processes, and provide clear and actionable feedback with the ability to prioritize.

The boundaries between the digital and physical realms are blurring, giving rise to new opportunities for innovative experience design. Customers are increasingly exposed to digital interfaces co-mingled with physical spaces creating new ways to design experiences that incorporate the physical environment and aesthetics with various kinds of digital displays and kiosks. This is also true in banking as customers step into branches for transactions and help with their financial needs. The position will play a critical role in leading and shaping the experience both customers and teammates have within Truist branches.

You have proven leadership experience supporting enterprise transformation and optimization with extensive knowledge within a focus area of design. You will build strong partnerships and be responsible for full management duties including hiring and performance reviews. You will inspire the team with understanding of the bigger picture of the client life cycle and influence a culture of innovation and excellence by keeping abreast of emerging trends and influence within Truist.


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.

  1. Direct managers and individual contributors.

  2. Build, mentor and inspire design teams while effectively navigating a complex enterprise organization.

  3. Responsible for hiring, mentoring and retaining top design talent and managing career development, performance evaluations, salaries, promotions, transitions within established policies and guidelines.

  4. Ensure design consistency while creating industry leading experiences for our clients, teammates and the business.

  5. Develop/measure key performance indicators that correlate with business goals and key performance indicators.

  6. Lead continued improvement of the design process. Champion and teach process to design teams.

  7. Influence and support a culture of design excellence.

  8. Consult and collaborate with teams in a supportive, complex environment.

  9. Develop an understanding of broader organizational context and goals in order to influence and support team goals.

  10. Demonstrate expertise and understanding of multiple design specialties. Be sought out by others as a mentor and educator.

  11. Stay current on trends, theories, methods and processes in order to develop new practices that drive increased value and appreciation of design.


Required Qualifications:

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.

  1. Bachelor's degree in related field (or equivalent work experience)

  2. 9+ years of experience in the field (may include equivalent education)

  3. 2+ years of experience leading and managing teammates, supporting team culture, and advancing organizational standards

  4. Demonstrable experience leading large and/or complex projects

  5. Proven ability to communicate ideas and rationales and influence decision-making

  6. Strong understanding and application of industry and discipline standards

  7. Extensive experience creating artifacts and executing ideas, as well as experience coaching teammates to execute

  8. Ability to give and accept critique, coaching, and feedback and promote a culture of critique

  9. Demonstrated success driving results

  10. Experience developing talent and building team culture

  11. Experience partnering with other leaders

  12. Proficiency in applicable software applications

  13. English language fluency

Preferred Qualifications:

  1. Relevant domain work experience

  2. Extensive experience setting strategic direction and leading transformation projects for creative teams, business owners and technical teams

  3. Comfortable with engineering/development processes, particularly Agile

  4. High comfort working within a self-directed culture and navigating ambiguity and coaching others in this skill

  5. A strong passion for improving people's lives through design

  6. Experience performing as a thought leader; setting and improving standards for the discipline within an organization

  7. Experience building teams and creating and maintaining team culture and activities

General Description of Available Benefits for Eligible Employees of Truist Financial Corporation: All regular teammates (not temporary or contingent workers) working 20 hours or more per week are eligible for benefits, though eligibility for specific benefits may be determined by the division of Truist offering the position. Truist offers medical, dental, vision, life insurance, disability, accidental death and dismemberment, tax-preferred savings accounts, and a 401k plan to teammates. Teammates also receive no less than 10 days of vacation (prorated based on date of hire and by full-time or part-time status) during their first year of employment, along with 10 sick days (also prorated), and paid holidays. For more details on Truist’s generous benefit plans, please visit our Benefits site (

. Depending on the position and division, this job may also be eligible for Truist’s defined benefit pension plan, restricted stock units, and/or a deferred compensation plan. As you advance through the hiring process, you will also learn more about the specific benefits available for any non-temporary position for which you apply, based on full-time or part-time status, position, and division of work.

Truist supports a diverse workforce and is an Equal Opportunity Employer that does not discriminate against individuals 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.

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