Service Designer

Intact
About the role
Responsibilities
Think insurance is boring? We’re about to change your mind. At Intact, insurance is fast-paced, innovative and fun (yeah, you read that right). And we’re looking for a Service Designer to join our team! This is an individual contributor role and will report to the Manager of Strategic Design in Marketing.
You will work with stakeholders from the earliest stages of discovery, using design-driven methods to shape the way we understand problems, develop insights, and deliver solutions. You will strive for organizational buy-in, alignment, and knowledge transfer – to elevate and transform our products and experiences.
What You’ll Do Here
- Inform our strategy and innovation efforts by providing insights into the needs of our customers and business – obtained through qualitative, quantitative and market research.
- Synthesize data from multiple sources, translating research insights into actionable recommendations/design.
- Produce CX/UX artifacts such as customer journeys, user personas and service blueprints to create a shared understanding of the customer experience across all lines of business, brands and channels.
- Lead user research: client and stakeholder interviews, focus groups, usability tests, diary studies, etc.
- Design and facilitate a range of co-creation workshops to engage stakeholders and customers in designing customer-centric processes.
- Develop compelling stories and visual elements to communicate ideas, secure stakeholder buy-in and inspire teams at all levels, from peers to executives.
- Develop prototypes to test and validate solutions for refinement.
- Create clear solution development plans and collaborate to support the roll-out of initiatives through experimentation, testing and refinement based on learnings.
- Advocate for customer-centricity throughout the organization.
Qualifications
- At least 6 years of experience in omnichannel service design, design strategy, or experience design.
- Master Degree or equivalent experience.
- A strategic thinker who loves to solve complex problems, is able to connect the dots between business and user needs to achieve buy-in.
- Analytical, curious and creative.
- Proactive, comfortable working within a self-directed culture and navigating ambiguity.
- A patient listener, effective communicator, engaging presenter and compelling storyteller.
- Comfortable with interacting at different levels in the organization, from peers to senior management.
- Many examples in your back pocket that showcase your process in delivering user-centered design solutions.
- Expertise in usability, user-centered design and design thinking practices.
- Expertise in facilitation, design research, and strategy.
- A team player who thrives in a collaborative environment and can provide and receive constructive feedback.
- For candidates located in Quebec, bilingualism is required considering the necessity to interact on a regular basis with English-speaking colleagues across the country.
Nice-to-haves
- Data analysis skills to quantify recommendations
- Experience with design tools (Figma, Adobe Creative Suite, etc.)
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