Lead Capability Experience Designer - UX, Technology

Job Description

Every day at FIS, innovators, problem-solvers and changemakers work together to create technology that advances the world of finance. We embrace new ideas, challenge what's possible, and empower our teams to make a lasting impact. If you're ready to help shape the future of fintech — Unlock your next chapter with FIS.

About the role:

This is not a traditional design role. As Capability Experience Designer for Engineering & Infrastructure, you will sit at the intersection of how engineers work and how they grow — designing the experiences, tools, and enablement systems that help FIS engineers adopt Agentic AI, operate modern infrastructure, and develop the skills to thrive in a human + digital workforce.

You will work across the Engineering Service Delivery lifecycle — from onboarding and agentic code review through to platform operations, SRE practices, and cloud-native working — designing solutions that are embedded in the workflow, not layered on top of it. Your design canvas is the engineer's daily reality: their IDE, their runbooks, their deployment pipeline, their on-call rotation.

What you will be doing:

Engineering Service Delivery — Agentic AI Adoption

• Design the end-to-end engineer experience for adopting Agentic AI tools — from first awareness through to confident, productive use in day-to-day delivery.
• Map the Engineering Service Delivery lifecycle and identify the moments where enablement, guidance, and skill-building have the highest impact.
• Build intuitive onboarding journeys for Agentic AI capabilities: AI Gateway, Agent Runtime, SDK standards, and agentic code review workflows.
• Design the Human ↔ Digital Worker task boundary experience — helping engineers understand what to delegate, when to escalate, and how to maintain accountability.
• Prototype and iterate enablement touchpoints (in-workflow nudges, contextual guides, decision aids) using adoption signals and engineer feedback.

Infrastructure Operating Model — Platform Engineering, SRE & Cloud

• Design capability experiences for Platform Engineering, SRE, and Cloud operating model roles — from self-serve platform consumption to on-call readiness and incident response.
• Create workflow-embedded enablement for engineers onboarding to the Central AI Gateway, Agent Runtime, and cloud-native infrastructure patterns.
• Map SRE and Platform Engineering journeys: identify friction points, knowledge gaps, and moments of need where targeted enablement changes outcomes.
• Build scalable assets — runbook templates, decision frameworks, escalation guides — that embed good practice into infrastructure operations rather than asking engineers to context-switch into a learning system.
• Partner with Platform and SRE leads to design operating rhythm tools that support the shift from activity-based to outcome-based performance.

Capability Framework & Talent Development

• Translate the Diamond-shape Talent Model (Thought Leadership + Dev + Action) into concrete learning pathways, role profiles, and progression criteria for AI-era engineering roles.
• Design the Capability & Learning session framework— facilitating structured capability discovery across engineering and infrastructure populations.
• Build the Learning Management and Knowledge System architecture: validation approach, applied learning, and judgment development in the flow of work.
• Use engineer performance, adoption, and platform usage data to continuously evaluate capability gaps and refine solutions.
• Maintain enterprise-wide design standards and reusable patterns across engineering academies, platforms, and channels.

Cross-Functional Design & Stakeholder Partnership

• Work directly with Engineering leadership, Platform teams, SRE leads, AI Platform Program owners, and Workforce Design to ensure capability solutions are grounded in real delivery context.
• Conduct ongoing user research with engineers — shadowing workflows, running feedback loops, and translating insights into improvements rapidly.
• Audit and optimize existing enablement materials for cognitive load, relevance, and usability within engineering contexts.
• Ensure all solutions are accessible, inclusive, and designed for the diverse range of engineering roles and seniority levels across FIS.

Required qualifications:

• Bachelor's degree or equivalent in UX Design, Human-Centered Design Thinking, Learning Experience Design, Computer Science or related field.
• Proven experience designing enablement, learning, or behavior-change solutions within engineering, technology, or infrastructure organizations.
• Strong UX fundamentals: journey mapping, workflow analysis, service design, interaction design, and prototype-and-test methodologies.
• Understanding software engineering delivery practices — familiarity with how engineers work, how code moves from idea to production, and where friction lives in developer workflows.
• Experience translating complex technical or organizational change into practical, intuitive experiences for technical audiences.
• Ability to conduct user research with engineers and turn insights into rapid, iterative improvements.
• Strong collaboration, facilitation, and stakeholder management skills across both technical and non-technical

Preferred qualifications:

• Experience supporting Agentic AI, developer tooling, or AI platform adoption programs.
• Familiarity with Platform Engineering, SRE, or Cloud operating models and the roles within them (SRE, Platform Engineer, Cloud Architect, DevOps).
• Industry expertise in Banking, Payments, Cap Market, Finance
• Knowledge of developer experience (DX) design principles and toolchain-embedded enablement approaches.
• Experience creating capability frameworks, role taxonomies, or learning architecture for engineering populations.
• Familiarity with digital adoption tools, in-workflow learning, and performance-support design patterns.
• Understanding of AI-enabled or personalized capability solutions within enterprise engineering contexts.
• Experience facilitating workshops or capability discovery sessions with senior engineering or infrastructure leaders.

What we offer you:

Ready to build what's next?  At FIS, you'll have the opportunity to grow your career, contribute your ideas, and help create technology that powers the global economy.

This role includes:

• Direct impact on how FIS engineers adopt and operate Agentic AI, how we modernize legacy products — shaping the future of how engineering & infra work gets done at scale.
• A seat at the table in a high-priority AI Platform program with visible executive sponsorship.
• Opportunities for personal and professional growth in a fast-moving, innovation-focused environment.
• Inclusive, collaborative work culture with resources to give back to your community.
• Competitive salary and comprehensive benefits.

Privacy Statement

FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.

EEOC Statement

FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here supplement document available here

For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.

Sourcing Model

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

#pridepass