Director Service(Journey) Designer

Are you a proven Client Experience (CX) leader who is obsessed with understanding client needs, market trends, and business strategy as the foundation for designing exceptional client experiences? Reporting to the VP, Client Experience & Digital Platforms, in the Canadian Client Experience Office (CXO), the Director, CX Journey Design is responsible for working with stakeholders across the organization to identify, define and shape key client experience across our products, services and channels.  In this role you will lead change, inspire innovation and build alignment for a specific portfolio of client journeys. You will work directly with colleagues in CXO, the business units, technology and marketing to create industry leading client experiences that drive CX and business outcomes.

What will you do?

• Lead the identification, collection and analysis of key data and insights to prioritize journeys and interactions across various channels

• Accountable for providing CX Journey and service design expertise to define the experience for these journeys, influencing planning, design and measurement activities

• Collaborate with partners to define short-term and long-term CX roadmaps that identify key changes required to deliver the target client experience and measurable business and client outcomes

• Create new and leverage existing service design tools to build a comprehensive view of current and future state experiences by connecting client facing touchpoints with back-end capabilities to support design, development and delivery phases

• Define and uphold the North Star for OneSun client journeys across the organization

• Facilitate and connect the design and development of various features/functions into experience level programs at a journey level

• Inform and influence annual planning and roadmaps through an expert knowledge of client needs, market trends and business strategy

• Advocate and be a champion for Client Experience across the organization

What do you need to succeed?

• 7+ years’ experience in journey design, service design, product strategy or a closely associated field

• Post-secondary education in Marketing, Business or Design related field

• Experience leading and managing teams responsible for journey design and delivery of omni-channel Client Experience and working directly with clients

• Strong understanding and proven track record of driving measurable CX and business outcomes with the following:

  • Human-Centered Design (HCD) and Design thinking approaches that drive both client and business outcomes.

  • Various service design methods and tools, including future state CX and journey design, concept and storyboarding, iterative prototyping based on client feedback, CX canvas and opportunities roadmaps

  • Leveraging CX related analytics, data sources and measurements to identify opportunities and track impact

• Expert collaboration skills, working with various levels of stakeholders and partners to take action; includes executives, product leaders, business and development teams.

• Strong communication skills with the ability to influence and impact decision making

• A demonstrated record of driving business results and organizational change through CX Strategy and service design

• Financial services industry experience is preferred

• Operation or Process Engineering background is preferred