Consumer Experience Design Strategist

First Horizon • Memphis, TN

1d • Onsite

About The Position

Be the creator and researcher of First Horizon’s ever evolving in‑branch experience. The Consumer Experience Design Strategist leads the vision, standards, and schematic design that translate Physical Network strategy into tangible client and associate experiences across our branch and ATM network. This leader defines the “kit of parts,” format catalog, and space/zone strategies; creates schematic designs and renderings; and sets design standards that elevate client journeys and associate choreography while driving efficiency and capital productivity. The role operates as the “face” of in‑branch experience within Consumer Distribution, partnering closely with and Consumer Strategy, Market Planners, ATM Distribution Strategist, Program Implementation, Corporate Properties, Security, Technology, Marketing/Brand, and our design partner (who advances designs from schematics into construction documentation). This is a new‑to‑bank, highly visible, role for a builder who combines strategic rigor with hands‑on creativity to deliver beautiful, functional spaces that perform.

Requirements

• 10+ years in retail/environmental experience design or physical channel experience, ideally with multi-site networks; portfolio demonstrating schematic concepts through to build.
• Expertise in standards systems (kit of parts, finishes, millwork) and schematic visualization tools; familiarity with ADA/accessibility, CPTED principles, and banking-relevant security considerations.
• Strong cross-functional presentation, leadership and influence skills; able to operate with delegated authority and drive decisions in forums without senior leaders present.
• Highly analytical and creative; able to connect ESRI and performance data to design decisions; strong written and visual storytelling skills for executive approvals.
• Experienced with design software (Adobe CC (Illustrator/InDesign/Photoshop) for environmental graphics and storytelling; SketchUp/Revit/Enscape (or equivalent) for 3D visualization.

Responsibilities

• Translate strategy to formats: Convert the 5‑year Physical Network roadmap into a format catalog and space/zone strategies by branch type, market archetype, and site context (e.g., urban micro‑branch, flagship, neighborhood, in‑store, drive‑up).
• Design system and kit of parts: Define and maintain standards for adjacencies, circulation, teller/consult zones, self‑service/ATM vestibules, consultation/multipurpose rooms, security sightlines, signage/wayfinding, finishes, lighting, furniture, fixtures, and millwork.
• Light Schematic design and visualization: Produce schematic plans, test fits, elevations, mood boards, materials palettes, and high‑fidelity renderings; iterate quickly using pilot feedback and performance data.
• Client journey and associate choreography: Map journeys end‑to‑end; script service choreography and roles within the space; integrate technology (self‑service, appointment, marketing displays, queuing, cash automation) to reduce friction and improve outcomes.
• ATM integration: Partner with the ATM Distribution Strategist to set placement guidelines (drive‑up, walk‑up, vestibule, exterior branding), safety/lighting standards, and accessibility; align signage, pathways, and privacy with client needs and local codes.
• Data‑informed design: Use ESRI‑based market insights and branch performance data to prioritize interventions, size formats, and tune capacity; partner with Data & Analytics to codify inputs into repeatable tools.

Benefits

• Medical with wellness incentives, dental, and vision
• HSA with company match
• Maternity and parental leave
• Tuition reimbursement
• Mentor program
• 401(k) with 6% match

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed