Service Designer

We are a leading Canadian financial services co-operative committed to being a catalyst for a sustainable and resilient society and our team is essential to deliver on this strategy. That’s why we prioritize our people, to ensure we provide a strong culture and development opportunities which enables our team to thrive and to live our purpose. The best part is that you will work with people that care passionately about you, our clients, and our communities.

The Service Designer will support the Guided Omni program and its mandate to optimize client experiences across the organization, drive growth across multiple channels, and create capacity and efficiency in our Advisor and Contact Centre areas. In this role, a Service Designer will seek to understand our customers’ needs and reimagine journeys to help our clients achieve financial security. Working collaboratively with business partners and subject matter experts, they will embrace challenges and show the value of service design in driving measurable business and client impact. As a key contributor, you will focus on designing seamless and impactful services that enhance user satisfaction and drive business success. This role requires a blend of skills in service design, product design, and visual tools, notably Figma, Miro etc.

How you will create impact:

• Design of end-to-end integrated omni-channel experiences and journeys that address the needs of our users and align with our business goals.
• Conduct workshops and brainstorming sessions to gather insights and drive innovative solutions.
• Leverage design and research methodologies to produce service design deliverables, including user research, competitive scans, service blueprints, current and future state journey maps, concepts, iterative prototypes, and user testing.
• Analyze user feedback and activity to enhance service functionality and design.
• Collaborate with team members, business partners, and other teams that represent business strategy and operations, UX, product management and technology to support discovery activities and co-create future-state experiences.
• Conduct business and technical analysis to understand current processes and technologies to understand the business environment and context.
• Support in establishing a vision and key objectives across multiple business areas, i.e., Retail Sales, Contact Centre, Digital, Technology, Business Intelligence, etc.)

What you need to know:

• You are required to have your own vehicle, valid driver’s license and insurance.
• This role involves direct contact with clients and/or service providers in their environment.
• Detail oriented work that requires a moderate degree of mental concentration for extended periods of time.
• Extended work hours, including evenings and weekends may be required.
• You will be subject to a Background check as a condition of employment, in the event you are the successful candidate.

How you will succeed:

• You have an innovative mindset to improve operational efficiencies and ability to influence change, with a primary focus on client needs.
• You use critical thinking skills to recognize assumptions, evaluate arguments, draw conclusions and proactively propose solutions.
• You have strong communication skills to clearly convey messages and explore diverse points of view.
• You build trusting relationships and provide guidance to support the development of colleagues.

To join our team:

• You have 5+ years of experience in service design, product design, UX or a closely related field.
• You have a College Diploma or Bachelor’s degree in Business, Technology Design, or related field.
• You have a Certification in UX Design and/or Service Design.
• Strong portfolio demonstrating previous service design and product design projects.
• You have a strong communication and stakeholder management skills and proven ability to influence outside of own business area.
• You have critical thinking skills to gather details using many different methods and tools and provide strong analytical thinking to interpret data for recommendations and decision making.
• You have an advanced knowledge of service design theory/concepts, design, and strategy.
• You have an experience with using Figma, Miro, Journey maps and service blueprints to document findings from research activities.