Senior Advisor – Experience and Service Design

As a Senior Advisor, you will support our clients in their transformation in customer, employee and user experience, and the evolution of their services – you will be responsible for designing the experience of customers, employees or citizens concerned by our clients’ requests and thinking about associated strategies.

You will work on topics at the heart of business strategies (transformation support, definition of customer/employee-centric strategic directions, overall impact on customer journeys and design of the ideal experience for the CX side, retention and professional development for the EX angle, and more).

Functions and responsibilities

More specifically, you will be asked:

-To support both senior management in framing their strategic Customer or Employee Experience orientations and project teams in defining key needs, to design customer, employee or citizen experience strategies

-To use the different methods inherent in Design Thinking (facilitation of workshops, ideation sessions, organization of field research, etc.) to identify impacts, risks, issues, needs and potential solutions;

-To translate and communicate the results of your research and analyses in the form of personas, user journeys, ecosystem maps or any other necessary representation;

-To contribute to the creation, production and testing of prototypes of experiences, in various forms;

-To ensure a link between your proposals and the viability of their implementation, by knowing how to evaluate the efforts and profiles required;

-To develop sustainable plans/roadmaps outlining your recommendations, including timeline and budget.

-As a senior member of the team, you will also be required to coordinate activities, supervise and mentor junior consultants, as well as support bid leaders in business development and market positioning opportunities (response to calls for tenders, representation, etc.)

Qualities required to succeed in this role

-You have at least 8 years of experience working as a service designer, or in a role related to customer, employee or user experience.

-You master the principles, methods and tools of service design and customer and employee experience design, and you know how to adapt them according to contexts and constraints. Mastery of prototyping tools (such as Figma) an asset.

-You are autonomous, with a good sense of adaptation, you have a sense of listening, empathy and collaboration, and you know how to work in a multidisciplinary team.

-You are able to present to groups of all levels of management and understanding of your field, and you have excellent storytelling skills;

-You are fluent in French and English. (Bilingualism (French and English) is required for this position due to the nature of the role requiring interactions with national and global clients)

-You have a university degree in research, communication, marketing, computer science, human-computer interaction, psychology, human resources or related and relevant field. Certification in UX, CX, EX, Service Design, Design Thinking, Transformation an asset.

-You have experience in a consulting company and/or with CCaaS-type contact center design, a strong asset.