Senior Lead in Service Design
Numinus
Overview:
Numinus is looking for a Senior Lead in Service Design to drive our goals to improve the mental well-being of all and redesign the future of the client experience in our Numinus community. Reporting to the VP of Experience Design and Innovation, this newly created position is an integral part of the experience design team to lead service design, experience design, and aspects of innovation in psychedelic programs and mental health services.
Numinus’ core service and offerings are at the heart of our company’s mission. Our Experience Design team is a diverse team of strategic, empathetic thinkers and deep interaction specialists who envision and craft experiences across clinical services, digital, and physical areas.
WHAT YOU’LL DO
As a Senior Lead in Service Design, you will support experience and service design activities on psychedelic-assisted psychotherapies and mental wellness projects, including client workshops, creative brainstorms, and interaction design. This is your opportunity to be part of a team that is creating a positive impact for our clients, therapists, and the world by augmenting our psychedelic services and programs, products, and clinic/retreat spaces that people love.
Key Responsibilities:
-
Uncover user needs through research, develop deep insights, generate concepts, and craft how people will interact with the products and services we design.
-
Contribute to service and experience design activities, including client workshops, user interviews, and creative brainstorms.
-
Collaborate with our strategy team, clinical experts, and business units to understand the user and business needs, identify design opportunities, and create meaningful service experiences for our clients and therapists and other stakeholders.
-
Participate in a user-centred design process that spans all phases of development, from framing a service opportunity to coordinating service delivery implementation.
-
Explain, discuss, and justify design decisions to team members and clients.
-
Lead and contribute to service and experience design deliverables such as behavioural customer segmentation, experience maps, user journeys, interaction models, process documentation, and workflows generating service design blueprints.
-
Design and manage a service delivery blueprint, including all types of touchpoints and front/back of house processes or interactions for all current operations and planning purposes and future projects.
-
Work with internal and external subject matter experts, such as our medical and clinical leadership, to integrate their program, service, and stakeholder care requirements into the service blueprint; and our marketing leadership, to integrate their brand, storytelling, digital strategy and performance marketing requirements.
-
Ensure a fully integrated and aligned omni-channel experience between physical locations, virtual services, and digital and analog client touchpoints.
-
Take part in a culture of innovation by sharing wisdom and learnings of service and human-centred design within Numinus.
Job requirements
Qualifications
The requirements listed below are representative of the experience, knowledge, skill, and/or ability required to perform this job successfully.
Experience and Skills:
-
Minimum 10 years of experience in service delivery design or relevant product or user experience design; the ideal candidate will have full-stack experience in service design (end to end).
-
At least 5+ years of experience in mental health, healthcare or social care settings is preferred, and a strong asset; the digital health and technology field is also preferred.
-
Strong understanding of principles of client-centric design, such as persona development, market research techniques, client experience and management (quantitative and qualitative).
-
Minimum of 10 years in-depth knowledge and experience in design research, interaction design, and service design across varied users, business problems, and digital and physical touchpoints, including.
-
Creating experience maps, user journeys and service blueprints, interaction models, flows, and wireframes.
-
Planning, designing, facilitating and synthesizing workshops.
-
Utilizing rapid prototyping methods, ranging from paper sketching to digital prototypes.
-
Accustomed to working collaboratively with clients and cross-functional team members.
-
Demonstrate a high level of proficiency in design thinking and design operations, including experience deploying various tools and methodologies to drive excellent design and product/service results.
-
Strategic and analytical thinker who can develop a service strategy focused on client outcomes with a compelling vision and a clear path for execution.
-
Ability to work and effectively communicate cross-functionally both internally and externally to influence key stakeholders to push initiatives forward quickly.
-
Intuitive and empathetic, good at reading between the lines and seeing implicit truths being offered.
-
Experience working in start-ups and hypergrowth / quickly changing environments.
-
Ability to flourish with minimal guidance, be proactive, and handle uncertainty and ambiguity.
-
Results-driven, detail-oriented, organized self-starter.
-
Demonstrated ability to lead and manage teams while also functioning as an individual contributor/team member.
Education
-
Bachelor’s degree or equivalent experience in industrial design or a related field; post-secondary experience in user-centred design, UX design or related; Masters is preferred.
-
Ability to learn new software quickly; experience with Microsoft Office, Adobe Creative Suite, Miro, and other visual aid software such as InDesign.
,
More jobs at Numinus
We haven't found any other jobs at Numinus.
More jobs in CanadaMore jobs in Remote
Senior Service Designer
Code for Canada
Service Designer
Scotiabank
Senior Policy Advisor/Senior Consultant
Ontario Public Service
Report this Job Listing
Proud Partners
We can help you attract the best service design talent and grow your brand. Partner with us.
Don’t miss important updates.
Join our email list to stay updated on new jobs, resources, events, and more to help you with your career
