Lead Design Program Manager - Payments

Join our Experience Design (XD) team within the Commercial and Investment Bank (CIB) as a Lead Design Program Manager, where you’ll enable multi-disciplinary teams to deliver impactful user experiences. Be a strategic partner driving operational effectiveness, business alignment, and continuous improvement.

As a Lead Design Program Manager in the XD organization, you will play a key role in enabling our global team of over 150 design professionals in Payments to shape and deliver the user experience of our products and services. You’ll partner with the Head of Design and their team to drive alignment to business goals, operational effectiveness, and continuous improvements in ways of working. Collaborate across design, product, and technology teams, leveraging tools, methods, and processes to translate design deliverables into measurable business outcomes and improve client experiences.

Job Responsibilities

• Support Design Leaders to set and align priorities, define OKRs, and track progress to ensure strategic goals are met
• Organize programs and portfolios with rigor and efficiency, ensuring alignment of investment, resources, and deliverables with priority business initiatives.
• Continuously improve the Design Operating Model, including documentation for design processes, guidelines, and best practices.
• Champion team health and growth by cultivating a culture of continuous improvement, collaboration and development
• Build trusted partnerships to understand needs and priorities, utilizing data-driven insights and facilitation methods to drive value and impact.
• Deliver effective leadership and partner reporting, including updates on resource utilization and forecasts.
• Facilitate communication and collaboration across distributed design and partner teams, leveraging insights to drive efficiencies at scale.
• Lead improvements in agile ways of working, driving continuous process improvements and providing guidance to teams.
• Assess risk controls and procedures, facilitating optimal escalation and resolution.
• Oversee priorities, track progress, manage timelines, budgets, and resource allocation.
• Research and recommend new tools and technologies to enhance the design process.
• Organize retrospectives and workshops to gather insights and action improvements.
• Drive innovation and continuous improvement in design processes, supporting special projects and content creation.

Required Qualifications, Capabilities, and Skills

• 7+ years’ experience creating and implementing effective design operating models that drive measurable business efficiency and productivity.
• Ability to communicate effectively with senior leadership, elevating UX as a critical business driver.
• Experience in Design Program Management, User Experience Design, Design Operations, Product Delivery, or Operations in a cross-functional, agile environment.
• Experience navigating complex matrix organizations, anticipating and resolving blockers, and influencing at all levels.
• Knowledge of end-to-end product design process, design systems, tools (Figma, Jira, Confluence), and agile delivery methods.
• Growth mindset with enthusiasm for scaling design delivery and enabling data-driven decision-making through innovation and experimentation.

Preferred Qualifications, Capabilities, and Skills

• Professional qualification in Lean Project Management, Agile/Scrum Certification, or Product Management.
• Knowledge of design and product development processes, workflows, and tools
• Understanding of service design principles, accessibility, design systems, research methods, systems thinking, and experimentation practices.