Consumer Experience Design Strategist

Location: On site in Memphis, TN, Charlotte, NC, Dallas, TX, Knoxville, TN, Orlando, FL, Miami, FL, New Orleans, LA, Lafayette, LA, Birmingham, AL, or Nashville, TN.

Weekly scheduled hours: Monday through Friday 9:00AM - 5:00PM

Summary

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.

Accountabilities (outcomes)

• Format strategy and standards: Own a scalable branch/ATM format strategy and design system (kit of parts, space programs, adjacencies, zone strategy, materials/finishes) aligned to Consumer strategy, brand, security, accessibility, and operational needs.
• Experience and performance uplift: Deliver measurable improvements to client journey outcomes (access, clarity, dwell, conversion) and associate choreography (throughput, safety, productivity) while meeting capital and operating cost targets.
• Schematic design exploration: Produce schematic and photorealistic renderings along with external partners that de‑risk approvals, support enterprise capital decisions, and guide execution partners.
• Governance and compliance: Maintain design standards, documentation, and review cadences; ensure ADA/accessibility, safety, brand compliance, and required regulatory considerations for branch actions are addressed in design inputs.
• Cross‑functional integration: Align experience design strategy with internal intent and coordinate hand offs cleanly to Corporate Properties and Architect partners for construction documentation and build-protecting intent through value engineering,

Responsibilities (work performed)

• 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.

Key Partners and tools

• Partners: Consumer Strategy; Market Planners; ATM Distribution; Program Implementation; Corporate Properties; Security; Technology; Marketing/Brand; Legal/Regulatory; Risk/Compliance; external architect and construction partners.
• System Experience: ESRI-backed insights for prioritization; Adobe CC (Illustrator/InDesign/Photoshop) for environmental graphics and storytelling; SketchUp/Revit/Enscape (or equivalent) for 3D visualization; standardized spec sheets and a materials library.

KPIs and success measures

• Reduced spend and reliance on external partners for continued maturity of network design and modernization program.
• Time-to-design: Cycle time from request to approved schematic/rendering package.
• Change order reduction: Decreased design-phase change orders and VE variance while preserving design intent.
• Experience evolution and performance: Measured improvements to client journey clarity/throughput and associate choreography; downward trend in associate complaints tied to space, millwork and workflow.
• Standards compliance: Rate of adherence to design standards across actions; audit-ready documentation of variances and rationale.
• Capital productivity: Alignment to tiers of spend/polish and adherence to budgets set by Physical Network Strategy & Long-Term Planning and Program Implementation.

Qualifications

• 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.

About Us

First Horizon Corporation is a leading regional financial services company, dedicated to helping our clients, communities and associates unlock their full potential with capital and counsel. Headquartered in Memphis, TN, the banking subsidiary First Horizon Bank operates in 12 states across the southern U.S. The Company and its subsidiaries offer commercial, private banking, consumer, small business, wealth and trust management, retail brokerage, capital markets, fixed income, and mortgage banking services. First Horizon has been recognized as one of the nation's best employers by Fortune and Forbes magazines and a Top 10 Most Reputable U.S. Bank. More information is available at www.FirstHorizon.com.

Benefit Highlights

• Medical with wellness incentives, dental, and vision
• HSA with company match
• Maternity and parental leave
• Tuition reimbursement
• Mentor program
• 401(k) with 6% match
• More -- FirstHorizon.com/First-Horizon-National-Corporation/Careers/Our-Benefits

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