Service Designer

What You’ll Be Doing

CIBC is seeking a talented Service Design Co-op who is passionate about designing innovative and compelling customer experiences. You will be a part of a growing Service Design team within the Enterprise Process Management team (part of CIBC’s Enterprise Digital & Innovation group). We work on big, juicy, omnichannel problems that stretch across the bank – what we call client-facing “moment of truth” journeys – that define a client’s relationship with CIBC. We put the clients’ needs at the heart of the experiences we design – from when a client is buying a home, to when they are dealing with fraud on their credit card, to when they need a build a financial plan to achieve their personal goals.

At CIBC we enable the work environment most optimal for you to thrive in your role. You’ll have the flexibility to manage your work activities within a hybrid work arrangement where you’ll spend 1-3 days per week on-site, while other days will be remote.

Important

• We may ask you to complete an attribute-based assessment and other skills tests (such as simulation, coding, French proficiency, MS Office). Our goal for the application process is to get to know more about you, all that you have to offer, and give you the opportunity to learn more about us.
• You must be currently enrolled in post-secondary education and returning to full-time studies to be eligible. However, you do not need to be in a registered Co-Op program to be considered for a role.
• Recruitment timeline: Applications review – January/ February; Interviews – February / March; Offers – March
• Please include your resume (no more than 2 pages), a cover letter (no more than 1 page), and your most recent unofficial transcript with your application. These should all be uploaded into the Resume section of the application as one pdf document
• This is 12 month opportunity.

How You’ll Succeed

• Delivering on end-to-end service design projects – Collaborating on a multidisciplinary team focused on designing innovative services and experiences using human-centered methods. Supporting and conducting primary research (interviews, ethnographic studies) and secondary research (horizon scans, literature reviews) focused on building empathy for the end client. Synthesizing multiple data sources and research insights into artifacts (customer journey maps, videos, storyboards) that tell compelling stories. Collaborating on the design, preparation and facilitation of interactive ideation and co-creation workshops with clients, CIBC staff and internal stakeholders. Conceptualizing, constructing, testing and refining low to medium fidelity prototypes, where prototypes could be sketches, storyboards, wireframes, mock-ups, models, etc. Supporting critical project coordination duties, such as managing client and frontline recruitment, booking venues/meetings spaces and capturing notes/photos/videos as required during research or testing phases
• Championing Service Design across the bank – Supporting our CIBC Service Design Community of Practice events, where designers and design enthusiasts across the bank come together to learn from and with each other on topics relevant to service design.

Who You Are

• You love to learn. You’re passionate about growing your knowledge, and you know that there is no limit to what you can achieve.
• You engage with your heart and mind. You care about people and understand different perspectives. You listen and learn from the experiences of others.
• You embrace and champion change. You’ll continuously evolve your thinking and the way you work in order to deliver your best.
• You’re driven by collective success. You know that collaboration can transform a good idea into a great one. You understand the power of an inclusive team that enjoys working together to bring a shared vision to life.
• You can demonstrate experience in UX Research, Visual Design or UX/UI Design. It’s an asset if you are familiar and comfortable with the Adobe Creative Suite or digital prototyping and whiteboarding tools (Sketch, inVision, Figma, FigJam, Mural, Miro, etc.) You are currently pursuing a degree in Business, Economics, Marketing, Finance, Anthropology, UX Design or a related field.
• Values matter to you. You bring your real self to work and you live our values – trust, teamwork and accountability.