Service Designer

Our Human Centred Design (HCD) Team is looking for an experienced Service Designer. As a Service Designer you’ll get to be part of the HCD Canada Team, where you’ll work closely with a small, tight-knit group of Researchers, Strategists, Product Designers and Content Designers. We’re big on collaboration, open communication and getting things done right. We’re looking to build and grow alongside talented, ambitious people who are driven to create a positive impact on the lives of Canadians.

In this role, you will leverage your service design capabilities to create and improve customer journeys, systems, and ecosystems for our Bank and Insurance businesses. You will collaborate closely with stakeholders and product design teams to ensure a seamless, high-quality experience for our users across Canada and will be part of a dynamic multi-capability team leading this practice across the company.

You’ll be:

• A part of the broader Human Centered Design team, working with your fellow designers, researchers and strategists to advance a customer-centric, cross-channel vision that solves our customers’ problems and enables trust and satisfaction
• Conducting research with users, distilling the data and communicating insights
• Facilitating service design and strategy conversations and articulating the rationale for design decisions/strategic recommendations
• Playing a role in determining service design metrics and CX metrics
• Using a full range of service design tools and methodologies to drive projects from concept to completion.
• Creating detailed customer journey maps and service blueprints based on solid user and internal research to identify pain points and opportunities for enhancement.
• Developing comprehensive maps of systems and ecosystems to understand and improve service interactions
• Working effectively with stakeholders across different levels of the organization to gather insights and build consensus.
• Applying visual design principles to create clear, compelling deliverables and presentations that engage a diverse group of stakeholders in the current state user experience, their jobs to be done, and in desirable future states
• Working with Product Owners and other business stakeholders
• Playing a key role in building and promoting best practices for creating strong customer journeys within our Canada segment. Nurturing craft and culture of this part of our team.
• Partnering with product design teams to integrate service design insights and ensure cohesive end-to-end experiences.
• Creating compelling presentations and stories for a diverse set of stakeholders

You have:

• 3-5 years of experience in service design or related field with a focus on design discovery
• Bachelor or Masters degree in Service Design, Design, Innovation or similar; or equivalent experience
• Proven ability to map customer journeys, systems, and ecosystems effectively
• Strong visual design skills and proficiency with mapping and design tools such as Usertesting.com, Mural, and Figma.
• Excellent user research skills including generative and exploratory methods
• Demonstrated ability to work collaboratively with stakeholders and cross-functional teams.
• Experience working in collaboration with product design teams to deliver integrated solutions.
• Familiarity with futures and foresight methodologies is highly valued for this role
• Experience and comfort working in sometimes ambiguous spaces with complex systems that require patience and resolve
• Excellent communication and presentation skills.