Agency / Consultancy

Service Designer Senior Associate

Full Time

PwC Canada

As a Service Designer, you are equal parts analytical as you are creative thinker with a strong ability to story tell and influence stakeholder groups. You will work collaboratively with cross-functional teams to design, prototype, and implement solutions that enhance client satisfaction, streamline experiential journeys, and drive business growth. You will integrate design thinking methodologies with strategic planning and decision-making processes to solve complex problems and create innovative solutions at a higher, more holistic level within our organization.

Meaningful work you’ll be part of

As a Service Designer, Senior Associate, you’ll work as part of a team of problem solvers, helping to solve business issues, deliver high-quality client service, and operational efficiency. Responsibilities include but are not limited to:

  • Perform user research (qualitative and quantitative) to gain a deep understanding of user needs, behaviors, and pain points.
  • Analyze user research data and synthesize it into insights that inform design decisions and ensure a user-centric approach.
  • Develop service solutions that enhance customer experience at a solution, strategic, and organizational level.
  • Conduct research, including user interviews, surveys, and data analysis, to gather insights and inform service design decisions.
  • Mapping out current and future state user journeys, and/or comprehensive blueprints that include both frontstage (user interactions) and backstage (support processes and tech).
  • Develop detailed personas that capture the core user groups and their needs, wants, and/or motivations across the service journey/experience.
  • Involve stakeholders in the process of service design through workshops, presentations, and collaboratively defining the vision and success metrics.
  • Generate innovative service concepts and design prototypes to visualize and test new service experiences.
  • Work closely across business units and with delivery teams such as product managers, developers, UX/UI design, and customer support to support seamless implementation of service designs across multiple business units and functional areas across our firm.
  • Monitor the performance of services and identify opportunities for improvement, iterating on designs as needed using design KPIs to measure and track success metrics to advise business units based on insights.

Experiences and skills you’ll use to solve

  • Bachelor’s degree in business, Technology Design, or a related field.
  • Experience collaborating across disciplines, including UX, product management, engineering, and business stakeholders.
  • Use strong communications skills to obtain valuable data from users, as well as presenting and defending service blueprints, design concepts, or other deliverables to peers and executive stakeholders.
  • Proficiency in leading co-creation and/or service design workshops, towards the creation of journey maps, service blueprints, design concepts, etc.
  • Manage time and prioritize tasks to address the most critical items first and meet project deadlines, including managing multiple projects simultaneously where required.
  • Industry accreditation in Design Thinking, Service Design, Business Innovation, or related field preferred.
  • Proven experience as a Service Designer or similar role, with a portfolio showcasing strong design skills.
  • Proficiency in industry standard design tools and frameworks, such as FigJam, Figma, and Miro.
  • Proficiency in Microsoft Suite for presentation and documentation.
  • Solid understanding of user-centered design principles and practices (e.g., Design Thinking, Human-Centric Design, service design principles).
  • PwC Canada is committed to cultivating an inclusive, hybrid work environment. Exact expectations for your team can be discussed with your interviewer.
Location
Vancouver, BC, Canada
Type
Full Time
Industry
Agency / Consultancy
Apply for Job

Job Details

Date Posted
29/01/2025
Status
Active
Location
Vancouver, BC, Canada
Industry
Agency / Consultancy
Type
Full Time
Position
Senior
Job Expiry
March 30, 2025
Salary
$52,600 - $87,700
Apply for this job

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