Creative Services Lead Sr. Branch Environment (ACD)

About this role

Position Overview

PNC’s Marketing organization strives to redefine what great marketing looks like and serves as an innovative growth engine for the business. Our established Brand Platform, Brilliantly Boring, is uniquely positioned to differentiate PNC through a human, unbank-like tone and empathy advantage. The work we do for customers is steady, dependable, and reliable. Simply put, we aim to be boring with their finances so they can live bolder, more fulfilling lives.

PNC is seeking an experienced creative leader to serve as Creative Services Lead Sr., Brand Marketing (Associate Creative Director), leading the design vision and execution of PNC's branch environment and customer experience ecosystem.

This role provides creative leadership across branch merchandising, environmental graphics, retail experience design, in-branch marketing, customer education, digital branch experiences, and innovation initiatives that strengthen customer engagement and support business growth. As a key leader within PNC’s in-house agency, the Associate Creative Director will guide concept development, shape cross-functional collaboration, and ensure work is strategically grounded, aligned to brand strategy, and built to perform across channels.

The ideal candidate brings an agency-caliber mindset, strong conceptual and storytelling ability and the judgment to balance bold ideas with business, brand, compliance, and operational needs.

Key Responsibilities

Branch Experience & Merchandising Leadership · Lead high-visibility creative initiatives that strengthen PNC’s brand, reputation, and business impact. · With PNC partners, support and provide creative guidance and design strategy for PNC's branch merchandising ecosystem, ensuring a compelling and consistent customer experience across the network. · Develop innovative environmental graphics, customer communication, promotional displays, educational experiences, and service touchpoints that bring the PNC brand to life. · Establish design standards and scalable merchandising systems that support both enterprise consistency and local market relevance. · Monitor industry trends and emerging retail experience practices to continuously evolve the branch experience. · Present and champion creative recommendations to senior leadership and executive stakeholders.

Digital Branch Innovation

· Lead creative exploration and design direction for digital branch experiences that enhance customer engagement and self-service capabilities. · Partner with Digital, Technology, CX, and Retail Banking teams to identify opportunities to integrate digital tools, interactive experiences, signage, content, and emerging technologies into branch environments. · Create experience concepts that seamlessly connect physical and digital customer journeys. · Support innovation pilots and prototype development, testing new approaches that improve customer satisfaction, efficiency, and branch performance. · Champion a customer-centered design approach informed by behavioral insights, research, and performance data. · Connect creative strategy to measurable business, brand, and customer outcomes. Strategic Partnership & Enterprise Influence · Serve as a trusted creative advisor to Retail Banking, Branch Strategy, Marketing, Technology, and Customer Experience leaders. · Translate customer insights, branch objectives, and business strategies into impactful creative solutions. · Influence cross-functional decisions through strong creative judgment, strategic thinking, and executive-level communication. · Collaborate with internal teams and external partners to deliver integrated branch experiences at scale. · Connect creative strategy to measurable business, brand, and customer outcomes.

People Leadership & Talent Development

Demonstrate the ability to lead, mentor, and influence individuals and cross-functional teams, fostering collaboration, accountability, and high performance. AI Innovation & Creative Transformation · Advance AI-enabled creative capabilities across Marketing and Creative Services. · Champion responsible adoption of Adobe Firefly and emerging technologies to improve speed-to-market, efficiency, scalability, and creative exploration. · Establish best practices that balance innovation with brand governance, quality standards, compliance requirements, and responsible AI use. · Help to shape future-ready workflows that support growth and operational excellence. · Mentor creative teams on effective AI tool use while preserving strategic thinking, craft, and storytelling standards.

Creative Operations & Delivery Excellence

· Oversee creative projects from concept through execution, ensuring work meets quality, accessibility, and brand standards. · Manage multiple priorities and workstreams within a fast-paced in-house agency environment. · Optimize processes, workflows, and resource planning to improve delivery and team effectiveness. · Balance creative excellence with business priorities, timelines, budgets, and operational realities.

PNC is an in-office company that fosters a supportive culture where employees can thrive and achieve balance. We encourage candidates to connect with their recruiter and hiring manager to understand workplace expectations and ensure the role aligns with their goals.  

PNC will not provide sponsorship for employment visas or participate in STEM OPT for this position.

Job Description • Responsible for helping to set creative vision in collaboration with interal partners to align with strategic priorities, as well as writing original and compelling copy for marketing materials for creative executions and campaigns to ensure resonance in the messaging that will strengthen branding efforts. • Partners with creative director to help establish creative vision to align with strategic priorities for all lines of business. • Writes complex original, compelling copy across multiple media (print, collateral, digital, video, email) for creative e

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