The User Experience Designer will play a key role in Bank of America’s GPSeChannel & Product Development division. Within this division, the person in this role will report directly to the Client ExperienceLead. This team is accountable for the end-to-end customer experience and design for the Portal Strategy and eChannels. The Client Experience & Analytics team's mission is to create innovative, industry-leading, electronic channel experiences that exceed commercial client expectations and enable partner success. To fulfill this mission, the User ExperienceDesigner be charged with delivering exemplary usability engineering and client interaction research for the Portal and eChannels. This role will also be expected to energize teams to deliver world-class end-to-end client experience and interaction solutions that delight and amaze our commercial clients. The emerging mobile device channel, as well as the refinement of existing channels, will rely heavily on the successful online experiences that CEA creates for clients. 


Key Responsibilities: 

The User Experience Designer will be responsible for a portfolio of large corporate, commercial, and global client interactions. This role will partner closely with product management, product development, and cross functional teams to ensure optimal standards are maintained and innovative experiences are successfully delivered on time and on budget. Bank of America is a highly-matrix organization, and the User ExperienceDesigner will need to excel in this environment by collaborating closely with marketing, sales, service, and technology executives to ensure that initiatives deliver solutions that surpass aggressive business and client experience goals. 


This role will: 
Assist the User Experience Lead with defining vision and standards, and execute world-class usability engineering for the electronic channels, products, and experiences across Bank of America's GPS division. 
 Be a member of the internal usability engineering team, and foster and leverage personal expertise to keep human factor innovations at the forefront of team culture. 
Act as a change agent and evangelist for customer experience, and influence key decision-makers. 
Partner closely with the other customer advocacy teams and research experts across Bank of America, ensuring proper integration of all forms of VOC (Voice of Customer), VOA (Voice of Associate), and VOI (Voice of Investor). 

Required Skills: "Must" have these skills to be minimally qualified:


To be minimally qualified for this role, a candidate must have: 
 Experience and acumen in leading and managing high-performing teams, and very strong influencing skills across peer teams with a track record of solid performance coaching and performance management experience. 
Deep understanding of user-centered design and passion for end user advocacy. 
Fact and data-based decision making go-to-market approach. 
Strong attention to detail and an ability to multi-task on a large number of projects, with very solid project management skills. 
Ability to clearly articulate thinking behind usability recommendations, and to communicate successfully with other team members. 
Ability to articulate and evangelize a forward looking vision, and sequentially deliver results against that long-term vision. 
Experience managing and delivering several ethnographic (field work conducted by single investigator who "lives w/ and lives like" those who are studies for a yr or more research studies) 
Experience with managing teams responsible for or equivalent to: 
Gathering and analyzing customer data and user requirements. 
Understanding and interpreting user needs and goals. 
Developing usability assessment plans, conducting performance-based usability tests and reporting outcomes. 
Experimental design and usability data analysis. 
Interaction design and prototype development. 
Bachelor's Degree in HCI, Human Factors, Interaction Design, Cognitive/Experimental Psychology, Cognitive Science, or related field. 
Desired Knowledge, Skills, Experience, and Education: 
Breakthrough thinking for how the online channel should be used and managed. 
eChannel experience at a major retailer/financial institution. 
Financial product knowledge/experience. 
Disciplined approach to project and financial management. 
Greenbelt Certified in Six Sigma. 
Knowledge of mainstream interface design and interface development. 
Market research and analytics background. 
Masters Degree or Ph.D. in HCI, Human Factors, Interaction Design, Cognitive/Experimental Psychology, Cognitive Science, or related field.