Senior CX Service Designer

We’re looking for our next Senior CX Service Designer. Could It Be You?

Support initiatives that provide customers with WOW moments. Strive for them to say, “Questrade is awesome”, with every experience they have with us. Deliver on the corporate mission and brand promise of ‘we care’ at each step in the customers’ journey with Questrade.

Need more details? Keep reading…

In this role, responsibilities include but are not limited to:

• Strategize and lead the creation of exceptional customer experience moments using core principles of service design across the financial life of customers.
• Support in creating project plan by identifying project activities, artifacts to be created and design deliverables.
• Be a creative problem solver, client champion and a storyteller to explain complex analysis to any audience and coach team members in improving their skills.
• Work closely with agile teams to identify, navigate constraints, existing systems, or potential barriers to build and scale customer-centric solutions.
• Be a multi-lateral thinker who is comfortable working in both abstract strategic concepts and in tactical execution details with a strong understanding of human-centred design.
• Represent the customer on projects or agile teams and at meetings.
• Improve on CX governance by improving artifacts for creating journey maps, service patterns and service blueprints for our products and services to effectively institutionalize customer-centric practices within the organization.
• Help teams see what is hidden in plain sight by mapping our end-to-end services and processes from the perspective of the customer, and unearthing how they can be reimagined to better serve our customers digitally and beyond.
• Understand the nature & pace of change in a specific market as well as the related needs and behaviors of our customers, identifying potential opportunities and channels relevant to our business.

So are YOU our next Senior CX Service Designer? You are if you…

• Have a degree/diploma in or a graduate degree or equivalent experience in Service Design, Strategic Foresight and Innovation, Business Design, Human Factors or related fields.
• Have 5+ years of experience analyzing customer journeys including documenting (customer journey maps), service blueprints, mapping ecosystems, and improving internal processes using the principles of service design.
• Can conduct secondary research/horizon scanning, generate research & insights reports on emerging customer trends, behaviors, shifts, and changing expectations to inform CX and service design principles.
• Have a sound understanding of information architecture and systems thinking as they apply to the design of a service.
• Have a deep understanding or familiarity with interactions in the home buying journey, working with realtors, and home purchase financing (mortgages) in Canada.
• Have familiarity with banking financial products, regulatory requirements, policies, and procedures.
• Have previous management experience and are comfortable working in a self-guided manner with the ability to identify improvement opportunities, prioritize tasks and manage your time efficiently.
• Are a thought-starter, initiator, and an experienced collaborator with exceptional people skills and relationship building skills to help you become a trusted partner across the company.
• Have experience in facilitating co-design sprints, workshops, kickoff meetings or brainstorming sessions to gain clarity on a problem to solve, alignment on the solution strategy, or produce experience concepts.
• Can also show a story through experiential prototypes not just tell a story through presentation slides.
• Are familiar with or can build your understanding of CX measurement and metrics.
• Have strong analytical, problem-solving, and organization skills along with a knack for multi-tasking and sticking to tight deadlines.