Retail

Senior Service Designer

Archived
Full Time

Loblaw Companies Limited

In this role, you will collaborate on UX Strategy and lead human-centered service design on key programs across the Loblaw enterprise, looking at the interaction of digital and physical experiences in our stores and pharmacies. You’ll get to connect the dots on some of the most exciting and innovative programs in the organization; including the future of pharmacy, digital health, and technology-powered colleague initiatives to transform experiences for our customers, our patients and our colleagues.

What You’ll Do:

  • Partner with business leaders and cross functional teams to collaborate through the end-to-end journey of a product, from initial concept through to delivery. Recommend human-centric approaches for strategically framing and solving problems – whether it’s running design thinking sessions, providing that desirability lens during early discovery, co-creating a service blueprint with actual store colleagues, prioritizing backlogs based on end-user feedback, or advising product teams on how to incorporate UX activities in their roadmaps. You’ll think like a consultant!
  • Be an advocate for driving outcomes that are grounded in data from real end users. Conduct light design research to identify current state, user needs, problems, and desirability of future initiatives. Engage external research firms for larger research projects. Define UX success metrics, and continuously collect feedback and iterate on designs to improve the overall service experience.
  • Plan and facilitate workshops with participants that include executives, senior business leaders, cross functional working teams, and end users to ensure we are solving the right problems.  Use those double diamonds and make sure we’re solving the right problems.
  • Create service blueprints, journey maps, jobs-to-be-done visuals, innovation framework diagrams and other user experience design artefacts. Collaborate with Product Designers and contribute to the development of information architecture, UX/UI design and user flows. Connect dots, and share your expertise with clarity and confidence. Tell compelling stories in high visibility environments.
  • Team up with other UX and UX-adjacent teams at Loblaw to move the needle on human-centricity together. Collaborate with various external research, design, and development partners to provide input to their work, review their outputs, and generally make sure they’re on the right track.

What you Bring:

  • You are a people person through and through, and you have an inherent curiosity and empathy for end users, and you seek to understand their unique perspectives. You’re optimistic and able to generate excitement about UX wherever you go.
  • Deep expertise in UX or service design in a highly collaborative environment. This is not a heavy product design role but ability to create low fidelity prototypes, storyboards and user flows is a requirement. Experience using collaborative tools like Miro is critical.
  • Track record across the full user-centered product development lifecycle: discovery, research, problem definition, alignment, ideation, solutioning, delivery, feedback, measurement, iteration – aligning partners towards common user-centric goals all the way. You’re comfortable working in undefined spaces and on products with varying levels of maturity.
  • An entrepreneurial mindset. Our team operates like an internal UX agency servicing various groups at Loblaw and are adept at evangelizing, selling, getting alignment, managing, delivering, and measuring.
  • Thoughtfully communicate with presence at different levels.  Planning and facilitating workshops is a key responsibility of this role; as is the ability to empower, coach and mentor others.
Location
Brampton, ON
Type
Full Time
Industry
Retail
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