Principal Systems AI Designer

At Truist, we believe in creating world-class services and experiences for our clients and teammates. With radical focus on the people we are designing for, our Experience Design team works to assess needs, ambitions, and limitations to create solutions that support clients to take steps toward financial confidence. We believe in the rigorous use of research, service design, UX/UI, and accessibility best practices to deliver quality experiences that our clients and teammates love to use. The Principal AI Systems Designer owns & leads the strategy & evolution of the foundational system architecture behind AI-powered experiences.

Instead of primarily designing screens and individual journeys, this person defines how the intelligence works across those experiences, including:

• What the AI understands and remembers
• How AI decides what to do next
• How different AI experiences and/or agents work together
• When AI can act vs when a human needs to step in
• How a conversation or task moves between mobile, web, messaging, contact center, branch, and other channels
• Frameworks around how prompts, intents, entities, knowledge, context, and guardrails are structured
• Documentation & evangelism of aligned on patterns, attributes, frameworks etc. to increase consistency across experiences

This is a hands-on role to conceptualize and deliver highly complex human-centric solutions for our client experiences. You will be able to provide consultation on extremely challenging problems and identify innovative solutions.

You have proven experience with leading initiatives and a solid foundation for the fundamentals of design within a particular focus area. You will inspire the team with deep knowledge of practice area, understanding of trends, and the ability to think beyond today to build client centric solutions that are not only intuitive but differentiating. You will influence a culture of innovation and excellence by guiding and inspiring teammates. This is an individual contributor role with no management duties however you may mentor less experienced teammates to build expertise.

Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

1. Mentor and develop exceptional design talent (but not line manage). Teach by showing

and doing. Play an active part in evaluating, recruiting, and developing talent.

1. Create/invent highly innovative business opportunities that expand the value delivered

to clients through digital and physical experiences.

1. Create and deliver world-class, end-to-end experiences and lead special/innovation projects.
2. Define standards and best practices that improve experience design through active involvement

and leadership.

1. Influence and support a culture of design excellence.
2. Consult and collaborate with talented teams in a supportive, complex environment and develop

an understanding of broader organizational context and goals.

1. Demonstrate thought leadership and be seen publicly as a leader in design
2. Excellent communication skills that fosters alignment across teams and builds productive partnerships
3. Stay current on trends, theories, methods and processes in order to develop new practices that drive increased value and appreciation of design.

QUALIFICATIONS

The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Bachelor's degree in related field (or equivalent work experience)
2. 6+ years of experience in the field (may include equivalent education)
3. Demonstrable experience leading large and/or complex projects
4. Excellent ability to communicate ideas and rationales to influence decision-making
5. Strong understanding and application of industry and discipline standards
6. Extensive experience creating artifacts and executing ideas, as well as experience

coaching teammates to execute

1. Ability to give and accept critique, coaching, and feedback and to promote a culture of critique
2. Demonstrated success driving results
3. Proficiency in applicable software applications
4. English language fluency

Preferred Qualifications:

1. Familiarity with:

• AWS Bedrock
• Amazon Lex
• AWS Connect
• Lambda Functions
• Event-driven architectures
• API integrations
• Knowledge base architectures
• AI model orchestration

1. 8+ years of experience designing complex digital experiences, intelligent systems, AI-enabled platforms, conversational experiences, or related technologies.
2. Experience creating scalable frameworks, reusable patterns, and enterprise standards.
3. Strong systems-thinking mindset with the ability to connect user experience, technology architecture, data, and business objectives.
4. Ability to collaborate effectively with Product, Engineering, Data Science, Research, Content Design, and business partners.