Member Experience Designer

This role is for you if you’re passionate about crafting meaningful experiences that help Canadians achieve their financial features. Reporting to the Director, Member Experience Design and supporting the Senior Manager Experience Design, as a Member Experience Designer, you will support the execution of day-to-day design activities. From research recruitment to planning co-design workshops to creating high-quality journey maps, you’ll excel in this role if you like big challenges, are a strong visual designer, and are energized by getting things done.

What you’ll get to do:

• Provide feedback and guidance on project plans and proposals to appropriate scope time and resources needed for execution
• Draft project execution documentation (e.g., project wikis, project timelines, and setting up project management documents)
• Support with the preparation of stakeholders and member workshops (e.g., creating workshop templates, facilitation guides, and tools) based on plans developed by the Senior Member Experience Design Manager
• Prepare research materials using various best practices techniques and methodologies (e.g., screeners, observation guides, interview scripts etc.)
• Take part in research synthesis, defining insights and opportunities using a variety of frameworks and tools.
• Define member personas and archetypes and upload them to the journey repository.
• Translate research insights into digital and analogue prototypes using the enterprise design system.
• Refine prototypes based on member and stakeholder feedback
• Create detailed implementation playbooks and guidelines
• Create detailed current and future state journey maps using defined templates and tools
• Upload journeys and blueprints to the Coast Capital journey repository
• Take part in and contribute to the Coast design community of practice

Who You Are:

• Bachelor’s Degree in Service Design, Industrial Design, or Human-centered Design
• 4+ years’ experience working in service design, experience design, CX strategy, or product strategy in an agency, in-house environment, or a closely related field is required.
• A detailed portfolio of previous design projects that demonstrates a deep understanding of how to improve end-to-end experiences.
• Understanding the nuances of the financial services sector and the unique regulatory requirements faced by credit unions would be an asset, as well as an understanding of the concept of Journey Management.
• Experience supporting the execution of large-scale design projects from beginning to end
• Strong visual design skills with an ability to create compelling prototypes, presentations, and design artifacts (e.g., personas, journey maps, and roadmaps) using Figma, Miro and Adobe Creative Suite
• Strong oral, written, and visual communication skills
• A detailed understanding of service design-related methods, tools, and practices
• Familiarity with design-focused research tool creation.
• Demonstrated experience designing and facilitating customer-facing workshops
• Has a keen interest in and stays on top of emerging design practices, tools, and framework
• Proactively seeks out feedback and input on work in progress
• Problem solver who is resourceful and action-oriented, and skilled at navigating conflicts that arise in self-organizing teams
• Committed to the principles of equity, diversity, and inclusion