Experience Designer Lead

Responsibilities

• Lead end-to-end consulting projects, including scoping, execution, and delivery for internal clients
• Manage small cross-disciplinary project teams to quality outcomes
• Mentor staff, sharing expertise and perspective to contribute to team maturity overall.
• Partner closely with stakeholders to understand business objectives and translate them into user-centered solutions
• Conduct and apply user research and fieldwork to inform insights, concepts, and iterative design solutions
• Contribute to the development of team practice areas, methodologies, and internal operations
• Facilitate workshops, design sessions, and collaborative working sessions with diverse audiences
• Synthesize complex information into clear, actionable narratives and recommendations
• Understand and balance feasibility, viability, and desirability to determine best product and service design recommendations.
• We are interested in you if you:
• Have a background in service design, UX design, graphic design, product management, or social sciences, and believe strongly in the principles of human-centered design
• Are an exceptional communicator and collaborator, able to work effectively across disciplines and levels
• Are driven by empathy and a genuine passion for understanding people and their experiences
• Have hands-on experience conducting user research and fieldwork, and applying insights within an iterative design process
• Enjoy imagining "what if" scenarios and exploring future-focused experiences and solutions
• Are comfortable working with a high degree of ambiguity, and can guide teams and stakeholders toward clarity, focus, and definition
• Have experience working in consulting and/or product design environments
• Experience facilitating design thinking or co-creation workshops
• Familiarity with service blueprints, journey mapping, or systems thinking
• Exposure to cross-functional teams including strategy, technology, and operations
• PNC is an in-office company that fosters a supportive culture where employees can thrive and achieve balance. We encourage candidates to connect with their recruiter and hiring manager to understand workplace expectations and ensure the role aligns with their goals.
• PNC will not provide sponsorship for employment visas or participate in STEM OPT for this position.
• Job Description
• Transforms complex tasks into intuitive, accessible and easy-to-use designs through the entire experience lifecycle, from the first-time user to the expert.
• Leads and guides the discovery of customer and business needs through contextual inquiries, generative and quantitative research. Uncovers customer latent needs and creates vision to meet those needs.
• Sets the direction for usability of new and existing products, makes adjustments to align with shifting customer expectations.
• Establish research methods and strategies, conduct studies, and present findings that will inform improvements in the customer experience.
• Coaches and mentors junior staff; Assists management team in training new staff.
• PNC Employees take pride in our reputation and to continue building upon that we expect our employees to be:

Additional Information

Position Overview At PNC, our people are our greatest differentiator and competitive advantage in the markets we serve. We are all united in delivering the best experience for our customers. We work together each day to foster an inclusive workplace culture where all of our employees feel respected, valued and have an opportunity to contribute to the company's success. As an Experience Design Lead within PNC's Experience Integration & Strategy Team, you will be based in Pittsburgh, PA, Strongsville, OH, Dallas, TX, or Denver, CO. We are a diverse group of researchers, designers, strategists, and technologists who are passionate about understanding our customers/employees and crafting experiences that truly meet their needs. We value progress over perfection and action over motion. You will thrive in as part of this team ultimately because you have a passion for helping people live their best financial life. We are seeking a creative, inquisitive, and thoughtful Experience Design Lead who is passionate about understanding users and shaping meaningful, engaging customer experiences. This role blends strategic thinking with hands-on design and research, offering the opportunity to lead consulting projects, collaborate with clients and stakeholders, and mentor junior team members. The ideal candidate thrives in ambiguity, believes deeply in human-centered design, and is motivated to imagine and build experiences that don't yet exist.

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