Senior Service Designer

Your Role and Responsibilities

IBM Consulting helps our clients fundamentally redesign experiences to create new sources of value, digitally reinvent their operations for great efficiency and transform their entire enterprises through cognitive. We invite you to consider joining IBM’s global reach, outcome-focused methodologies, domain skills and deep industry expertise that are helping transform the way we live and work.

IBM’s state-of-the-art Client Innovation Centre (CIC) opened in Nova Scotia in March 2013 and is the first of its kind in Canada. The Centre weaves together IBM’s business insights and industry-leading software portfolio and is ideally suited for any client that needs flexible access to emerging or niche skills that may not be cost effective to grow internally. In addition, our focus on our team is unparalleled as demonstrated by the following:

• The CIC NS is one of IBM’s highest performing delivery centres worldwide – for retention, client satisfaction and utilization. Our employees are empowered to stay and grow within IBM.
• We are very focused on continuous skill development – staff training is our third largest annual Centre investment. Employees are immersed in a culture of learning and constant growth
• Investment in key partnership with universities, government and private sector groups which has resulted in IBM having a key influencing role in Nova Scotia’s ICT industry, especially in talent development.

In this role, you’ll work in one of our IBM Consulting Client Innovation Centers (Delivery Centers), where we deliver deep technical and industry expertise to a wide range of public and private sector clients around the world.​ Our delivery centers offer our clients locally based skills and technical expertise to drive innovation and adoption of new technology.

iX is one of the largest digital agency networks in the world and leader in Gartner’s Magic Quadrant for Global Digital Marketing Agencies. We are a hybrid consulting agency. We think bigger than an agency and more creatively than a consultancy. We are backed by the diversity of IBM Consulting which delivers the power to integrate the whole digital system.

Our team is made up of design renegades and realists who blend strategy, technology and creativity to tackle every client challenge. We imagine the experiences that will shape tomorrow’s world and help our clients make them real. We uncover insights from research and data and deliver progressive ideas using IBM Design Thinking and Service Design. We push our customers to ground their business strategy in human experience – whether we are talking about customers, employees, or stakeholders. Everything we do drives measurable impact at scale. For more information, visit ibm.com/ibmix.

As a Service and Experience Design consultant, you will have the opportunity to create industry leading experiences for the customers and employees of some of Canada’s largest, most impactful organizations. You will work with clients to guide them on their enterprise digital strategy journeys and help them to capitalize on opportunities through CX strategy, product development, and digital transformation, all while placing humans at the forefront of design.

You are a creative thinker and professional problem solver with a keen interest in understanding and improving the ways in which humans interact with technology through day-to-day life. You live at the intersection or strategy, vision and technology – and you have the professional experience to show for it. The user experience is at the forefront of your approach, you have the skills and expertise to effectively map user journeys, identify moments of delight or friction, and turn them into feasible, high value experiences.

Your responsibilities will include:

Service Design

• Ability to map the digital products and services of an enterprise into a comprehensive current state assessment
• Demonstrate understanding of an enterprise’s digital ecosystem and identify opportunities for improvement that are tied to the business need
• Ability to assess feasibility of a service design blueprint on a macro and micro level

Creative storytelling

• Ability to frame the client’s journey in a thoughtful manner, from problem to solution.
• Understand how to use an “art of the possible” approach to help the client envision the future of their customer/employee experience.
• Develop case studies with a compelling story bridging the gap between the user, the business, and technology, and use that to build skills in consistent story telling across clients.

Identify and track value

• Demonstrate understanding of the impact of a solution, and use (or create new) methods to track the value being generated.
• Ability to prioritize and map experience “golden nuggets” to actual value being generated for the user and the business.

Product backlog generation

• Ability to synthesize Design Thinking or “Big Idea” outputs into actionable and tactical backlog items.
• Understand how to create and prioritize backlog items that address key user pain points that are also directly linked to the actual value being generated for the end user and business.

User research

• Knowledge of varying user research approach and tactics
• Understand how to synthesize user research insights and user needs into key capabilities that are actionable and can be developed and implemented through technology solutions

Business/brand strategy

• Demonstrate a clear understanding of the business and their brand strategy and connect that to how the client can grow in their space.
• Ability to assess where a client is currently in their journey and articulate how the project and solution will positively impact their overall strategic goals and their customers.

Must be located on-site at IBM office in Bedford, NS

Required Technical and Professional Expertise

• 3+ years of experience creating user-centred design for enterprise experiences and processes.
• 3+ years of experience in service design, UX research, or similar roles.

Required Education

• Degree or diploma in Service Design, User Experience Design, Interaction Design, Information Design, or Similar

Preferred Technical and Professional Expertise

• Experience using enterprise collaboration tools such as Mural, Miro, etc. to facilitate virtual and in person workshops preferred.
• Experience in agile product delivery preferred.
• Understanding of SAP or other ERP platforms preferred.
• Experience in Oil & Gas preferred.
• Experience with design software/tools such as Figma, Sketch, Adobe Creative Cloud is an asset.