Senior Service Designer

About you

As a Senior Service Designer, you will help us in our omnichannel transformation, including assisting with the implementation of new Customer Contact as a Service software featuring cutting edge telephony and bot capabilities.

You will navigate the internal processes from centralization of information, mapping of current process/experience, identify pain points and design the future proofed customer journey involving voice interaction across our touchpoints. You’ll act as a true pioneer to understand business and user needs as well as analyzing and optimizing current ecosystems involved into the integration of Google as our Contact Center as a Service (CCaaS).

What you’ll do here:

• Map existing service journeys and identify opportunities for improvement by analyzing current state processes and solutions.
• Identify and assess how vendor and in-house capabilities can enhance service capabilities and improve customer, broker and employee journeys.
• Facilitate workshops and co-design sessions with stakeholders to generate ideas and build consensus on new target states.
• Envision and design innovative service experiences that enhance user satisfaction and operational efficiency.
• Support the implementation of new processes and journeys by providing guidance during the planning, development and deployment phases.
• Gather and analyze feedback post-implementation to measure the success of service design initiatives and identify areas for further improvement.
• Stay up to date with industry trends and emerging technologies to inform and inspire innovative service design solutions.

What you bring to the table:

• At least 6 years of experience in service design with strategic insights into experience design.
• Expert in producing design artefacts such as customer journeys, user personas and service blueprints.
• Analytical, curious, proactive, and comfortable with ambiguity in a self-directed culture.
• Expert in usability, process analysis, user-centered design, design thinking practices, and facilitation.
• Team player thriving in collaborative environments, with data analysis skills beneficial.
• Familiar with driving all phases of a design initiative, through discovery > design > implementation.
• Experience with design tools (E.g. Figma).
• For candidates located in Quebec, bilingualism is required considering the necessity to interact on a regular basis with English-speaking colleagues across the country.
• No Canadian work experience required however must be eligible to work in Canada.