Experience Design (XD) I, Design Operations - Bank of America Experience Design

Job Description:

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day.

Being a Great Place to Work and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits.

We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve.

Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

Bank of America’s Experience Design (XD) team creates world-class end-to-end digital experiences that are intuitive, innovative, engaging and inclusive. We are a multi-disciplinary design organization with expertise across product design, content design, design research, design operations, and design technology. The team is constantly defining, iterating, solving problems, and working together to find ways all our digital platforms can empower customers to reach their financial goals by designing and delivering next-level experiences that provide ease, convenience and safety while matching to individual needs and preferences.

Bank of America is looking for an Experience Designer (XD) I that will be responsible for executing operational, data management and process strategies to ensure the Experience Design organization delivers effectively and provides the highest possible value within time, scope, and budget by following established XD frameworks, practices and deliverables. The role will build relationships with team leads across XD and partner with peers, and stakeholders from across the organization to ensure roadmap projects are delivered with high standards on experience quality, execution, and professionalism. And contribute to our culture of creativity, accountability, discourse, and measurable key results.

This job is responsible for executing on multi-disciplinary Experience Design (XD) delivery, processes and functions for end-to-end digital experiences. Key responsibilities include closely collaborating across different stakeholders, executing on direction from day-to-day leaders, and developing digital experience solutions. Job expectations include applying knowledge and acumen to define and deliver solutions that meet client needs and solve business problems.

As an Experience Design (XD) I, Design Operations you will:

• Execute overall XD operational strategy by being accountable for reporting, data management and routines that ensures optimal resource management and XD project delivery.

• Operate from a holistic perspective from concept to execution and implementation.

• Support program delivery by coordinating with team leads and maintaining workflow tracking.

• Develop and deliver reporting that enables decisions through data and storytelling – including product management and engineering. Build influence and partnerships with stakeholders outside of ongoing project work.

• Perform regular and ad hoc analysis leveraging automation systems (Jira integrations, MS Copilot, etc) and produce reporting for managers and senior leadership.

• Demonstrate and manage strong suite of overall XD agile processes, including PI Planning, Sprint planning and management, and Jira data hygiene.

• Assist XD leaders with resource management, contractor funding, and demand/supply reporting to make the case for incremental resources, as needed.

• Facilitate process improvement and streamlining of routines to manage risk and drive operational excellence.

• Build relationships and influence with immediate and extended teammates including researchers, technologists, designers and delivery managers.

• Seek out any and all issues blocking the XD organization from providing the highest possible value. Proactively collaborate across all organizations to find creative solutions.

• Communicate effectively and engage with a diverse set of project teammates, partners, and stakeholders – including product management and engineering to understand prioritization, strategy and decisions. Build influence and partnerships with stakeholders outside of ongoing project work.

• Work on multiple designs/projects, managing time and expectations with stakeholders across the organization and Experience Design, staying knowledgeable on project and product details.

• Respect standards and frameworks in work and champion best practices and contribute to best practices while also helping with innovative digital, technology, and AI experiences. 

• Evaluate and benchmark design operations and use data management industry practices.

• Use excellent visual, communication and storytelling skills and demonstrate thought leadership by challenging the status-quo, present independently and navigate questions.

Responsibilities:

• Crafts world-class software solutions, deliverables or reporting within time, scope, and budget by following established XD frameworks and practices.

• Provides ongoing support throughout the end-to-end product-development lifecycle.

• Communicates effectively and engages with teammates, partners and stakeholders.

• Acts independently when incorporating feedback and completes tasks with support.

Required Qualifications:

• 3+ years of program management experience with strength in process reengineering, design operations, reporting and analytics.

• An outstanding portfolio that exemplifies expertise in data management, reporting, and operations.

• Experience working with multi-channel consumer-facing apps, responsive web, and websites.

• Understanding of user-centered design principles and better practices.

• Project management experience required.

• Experience managing system and software administration support and troubleshooting to compliment enterprise support with AI-enabled and automation tools.

• Experience leveraging AI agents or assistants in production.

• Demonstrated understanding of user-centered design principles and best practices and rapid ideation processes like Lean UX, Design Sprints, and Agile.

• A track record for working with cross-functional product development and design teams to ship customer-facing digital products.

• Working knowledge of design, design-to-code and collaboration tools such as Jira, Confluence, Excel, Tableau, Figma, Copilot, Lovable, and Claude Code.

• Recognized as a partner by engineering and product manager peers.

• Self-motivated problem solver with a strong work ethic, reliable issue resolution, and time management skills with an intense focus on achieving results.

• Works well with others, builds and nurtures strong relationships.

• Track record of maximizing impact, being reflective, and inspiring others to do their best work.

• Has a strong interest in, and aptitude for self-learning new design operations and technology skills.

• Demonstrates strong listening, with excellent communication, and presentation skills.

• Adapts swiftly and positively to change, embodying curiosity, resilience, and flexibility.

Desired Qualifications:

• Financial or similar industry experience preferred. 

• Bachelor’s degree with corresponding design operations experience.

• Knowledge of AI/agentic collaboration and production tools such as MCP (Model Context Protocol)

Skills:

• User Experience Design

• Critical Thinking

• Problem Solving

• Collaboration

• Adaptability

• Product Design and Development

• Research

• Stakeholder Management

• Decision Making

• Project Management

• Usability Testing

• Process Management

• Agile Practices

• Problem Solving

• Written Communication

Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent

Internal employees who are currently working from home are still eligible to apply. However, if selected for the role, you may be required to work onsite in accordance with the workplace excellence policy.

The following laws or regulations restrict or prohibit the hiring of individuals with certain specified criminal history for the position: FDIC

​It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Pay Transparency details

US - CA - San Francisco - 315 Montgomery St - 315 Montgomery (CA5704), US - MA - Boston - 100 Federal St - 100 Federal St Lp (MA5100), US - NJ - Pennington - 1500 American Blvd - Hopewell Bldg 5 (NJ2150), US - NY - New York - 114 W 47th St - 114 W 47th St - Ust (NY8114), US - WA - Seattle - 401 Union St - Rainier Square (WA1510)

Pay and benefits information

Pay range

$111,800.00 - $137,600.00 annualized salary, offers to be determined based on experience, education and skill set.

Discretionary incentive eligible

This role is eligible to participate in the annual discretionary plan. Employees are eligible for an annual discretionary award based on their overall individual performance results and behaviors, the performance and contributions of their line of business and/or group; and the overall success of the Company.

Benefits

This role is currently benefits eligible. We provide industry-leading benefits, access to paid time off, resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve.