Senior Service Designer

As a Senior Service Designer on CIBC’s Enterprise Digital & Innovation team, you will work with a multidisciplinary team that solves important, bank-wide challenges. We put peoples’ needs at the heart of every experience we design—from buying a home, to experiencing credit card fraud, to building a financial plan.  At the heart of our work, we are creative problem solvers, human-centred design champions and story tellers who are passionate about falling in love with the problem, not the solution. As part of the Service Design team, you will conduct research that builds empathy with our clients and employees, find opportunities to drive positive change, co-create inclusive solutions, make and test prototypes, and work with partners to implement new services. You’ll be part of a small—but mighty—team with the goal of changing the way we solve problems and design experiences at CIBC.

How You’ll Succeed

• Collaborate on end-to-end Service Design projects –  You’ll work closely with your Project Lead and multidisciplinary team and use a mixed-method approach to research and design to develop experiences for our clients and employees. You’ll work effectively within constraints, understanding the broader organizational context but also being ready to challenge it when necessary.

• Research  and synthesize – You’ll conduct primary research (for example, interviews and ethnographic studies) and secondary research (for example, literature reviews, behavioural diagnostics, competitive analyses and market research studies) focused on building empathy, understanding context and studying behavioural patterns. You’ll analyze and translate research data into meaningful insights and powerful stories using artifacts such as customer journey maps, videos and storyboards, that explain unmet needs and present opportunities for change.

• Co-create, prototype and test – You’ll host interactive ideation and co-creation workshops with clients and employees to develop a vision for future experiences. You’ll conceptualize, build, test and refine low- to medium-fidelity prototypes, such as sketches, storyboards, digital wireframes, physical spaces and face-to-face conversations, that demonstrate possible solutions and service experiences. You’ll design testing and feedback mechanisms to measure results and the effect they have on the bank.

• Build and implement – You’ll work with internal partners to create service blueprints, identify business requirements and develop strategic roadmaps for new services. You’ll help identify and navigate constraints, existing systems, and potential barriers to building and scaling these services.

• Help grow our  practice – You’ll contribute to the development of our team’s Service Design methodology and skills, and you’ll take part in our training and Community of Practice events.

Who You Are

• You bring a fresh perspective to the table. You have 4 or more years of experience in a related field of research and design, or in a field that complements our mixed-method approach to problem solving, such as (but not limited to) Behavioural Science, Inclusive Design or Data Science.

• You love solving complex problems. You’re a creative thinker. You understand how to navigate ambiguity and are comfortable working with abstract strategic concepts and the concrete details of completing a project.

• You’re passionate about people. You care deeply about building a future that is more equitable and inclusive for everyone. You’re a strong facilitator and you’re comfortable supporting collaborative sessions with cross-functional working groups. You find meaning in relationships, and surround yourself with a diverse network of partners. You build trust through respect and authenticity.

• You give meaning to data. You enjoy investigating complex problems and making sense of information, both qualitative and quantitative. You’re confident in your ability to communicate detailed information in an impactful way.

• Values matter to you. You bring your real self to work and you live our values – trust, teamwork and accountability.