Innovation is an integral part of BNY’s Strategic Partnerships, Investments & Innovation team (SPIN). With a global presence across New York, London and Singapore, we bring together innovators, product leaders, technical strategists and designers to identify opportunities, shape new propositions and accelerate value creation for our clients and BNY.
Our work spans business and client discovery, value-chain mapping, product strategy, service design, prototyping and adoption. We combine human-centered design, agile delivery and AI-enabled methods to turn complex problems into practical and measurable outcomes.
We are seeking a UX/Service Designer to shape end-to-end experiences for BNY’s clients and internal stakeholders across APAC.
This is a hybrid design role combining service design, user research, workshop facilitation, UX execution and rapid prototyping. You will work with clients, product managers, engineers, AI and data specialists, business teams and control functions to understand complex problems and translate them into clear journeys, service concepts and testable experiences.
You will design across the full-service ecosystem including people, processes, technology, data and controls, not only the user interface. You will also help the team explore how AI can improve client and employee experiences while ensuring that new interactions remain useful, understandable, responsible and grounded in genuine user needs.
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 strategic 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 cross functional stakeholders, product managers, and development teams, to deeply understand and define user needs, business goals and project requirements.
- Support 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 relevance.
UX design and prototype execution
- Translate service concepts into user flows, wireframes, clickable prototypes, experience concepts, and product POCs where needed.
- Use Figma, Fig Jam, and other approved tools to create clear, well-crafted, executive-ready design outputs.
- Familiarity with Devin (Windsurf) and/or Claude Cowork would be an added advantage.
- 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 and collaboration
- 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.
What we are looking for
The ideal candidate combines strong service-design thinking with the ability to execute UX work and create tangible prototypes. You should be comfortable moving between research, facilitation, systems thinking, visual storytelling and detailed experience design.
Experience and capabilities
- 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 synthesize qualitative and quantitative evidence into clear insights and 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.
- Experience in financial services, asset servicing, banking, capital markets, payments, data-intensive services or another regulated sector would be advantageous.
- Exposure to client-facing innovation, value engineering, product ventures, operational services, data products or complex enterprise platforms would be beneficial.
- Experience designing AI-enabled experiences, human–agent workflows, decision-support tools or enterprise workflow products would be an advantage.
Behavioral attributes
The strongest candidates will be:
- Curious, self-directed and able to build an understanding of unfamiliar and complex domains quickly.
- Comfortable moving between discovery, service design, UX execution, facilitation and prototyping.
- Collaborative and low ego, with a willingness to build on others’ ideas and adapt when evidence changes.
- Open to constructive challenges and able to challenge others with care, clarity and evidence.
- Resilient when priorities shift or early concepts do not survive testing.
- Practical and outcome-focused, balancing design quality with business and delivery realities.
- Comfortable contributing beyond a narrow design discipline while maintaining clear accountability.
- Motivated by learning, experimentation and helping others develop.