Consumer Experience Design Strategist
Company: First Horizon
Location: Knoxville
Posted on: March 30, 2026
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Job Description:
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 nations best employers by Fortune and Forbes magazines and a
Top 10 Most Reputable U.S. Bank. 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
Keywords: First Horizon, Kingsport , Consumer Experience Design Strategist, IT / Software / Systems , Knoxville, Tennessee
