Service Designer

The Opportunity:

We’re looking for a Service Designer to join our Client Experience, Brand and Digital (CXBD) team for 12 months.

Reporting to the Director, Service Design, the Service Designer is responsible for planning and delivering initiatives to understand user needs and map end-to-end user journeys. You are a consultative team player who will work collaboratively and influence across the organization to continuously iterate and improve employee and customer experiences. You understand the business value of being customer-centric and apply design methodologies to identify problems, build empathy, and explore future state experiences.

Who you are:

• Service – You consider both internal and external stakeholders and demonstrate intent of understanding and putting the clients’ needs first. You advocate service excellence and work to deliver solutions that meet the needs. You proactively develop strategic partnerships that allow Aviso Wealth to become a trusted advisor and partner
• Execution – You are committed to achieving your goals and to succeed. This includes focusing on “getting things done”, as well as recognizing and taking advantage of opportunities as they arise. You are consistently looking for ways to improve your personal best and see value in continuous improvement. You take accountability for your actions and learn from mistakes
• Collaboration – You work collaboratively with others with the common goal of driving positive results. Making meaningful contributions to your team to achieve organizational goals is a priority. You proactively encourage collaboration, build trust and inclusion, and work to establish effective relationships both inside and outside of the organization

What your day looks like:

• • Lead end-to-end research initiatives including planning, performing, and analyzing generative research to understand current state experiences: recruit participants, create research plans, facilitate sessions, analyze and triangulate data, and form actionable insights
  • Present research findings and insights to all levels of stakeholders in the form of design artifacts such as personas, ecosystem maps, summary videos, experience maps, and service blueprints
  • Lead and facilitate ideation and prioritization activities with a cross-functional group of designers and stakeholders
  • Explore and evaluate future state experiences through service prototyping, concept validation, usability testing and other evaluative research methods
  • Contribute to improving service design operations through maintaining a digital research repository, managing an experience inbox, updating participant panels, developing templates, reviewing tools, and tracking incentives
  • Support the CXBD team in increasing customer centricity and design maturity across the organization
  • Provide research and design subject matter expertise to other internal departments as required

Requirements

Your experience and skills:

• A Bachelor’s degree in Design, Human Computer Interaction, Human Factors, Psychology, or a related area is required. Graduate degree is preferred
• 3 – 5 years of experience working in Service Design, User Research, or Design Strategy roles, or a similar field is required
• Subject matter expertise in user-centered design process, design thinking, and service design is required
• Proven skills in fundamental service design methods conducting in-depth interviews, contextual inquiries, diary studies, job shadowing, workshops, and concept testing is required
• Proficiency with design and research tools such as TheyDo, Dovetail, UserTesting, Trend Watching, Figma, Miro, Adobe Creative Suite is required
• Proven experience discovering, synthesizing and socializing actionable insights that have influenced business decisions and product roadmaps is required
• Strong storytelling and presentation skills are required
• Strong stakeholder management at the leadership level and influencing skills are required
• Strong organizational skills and the ability to adapt to shifting priorities are required
• Self-motivation and comfortable working in a complex, dynamic organization is required
• Fluent communication skills in English are required and bilingual skills in French are an asset
• Service design experience in the financial or wealth management industry is an asset