Senior Service Designer

As the fastest growing online brokerage in Canada, Questrade Financial Group (QFG) of Companies is committed to helping Canadians become much more financially successful and secure. We are everything a traditional financial institution is not.  Our vision is to revolutionize financial services for the benefit of Canadians by providing the most innovative and cost efficient financial services online.

That’s why we empower our employees to continuously grow their professional careers with QFG. We believe in having a diverse, inclusive place to work and our flexible working arrangements brings that to life so you can unleash your creativity. Our values are a part of our DNA, and we care deeply about our people helping us fulfill our mission and become an important part of our community. We are always looking for like-minded professionals to join our team. Come grow with us.

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

Lead 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.

 

What’s it like working as a Senior Service Designer at Questrade?

As the Senior Service Designer, you will strategize and lead creation of exceptional customer experience moments using core principles of service design. You will support in creating project plan by identifying project activities, artifacts to be created and designing deliverables. You will identify team strengths and areas of development and contribute to the learning and growth of the team members. You will be a strong coach and mentor, with ability to both educate and influence team members in principles of service design. You will 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. You will work closely with agile teams to identify, navigate constraints, existing systems, or potential barriers to build and scale customer-centric solutions. You will 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 centered design.

 

You will 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. You will 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. You will represent the customer on project or agile teams and at meetings. You will 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 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.

✔ You have 5+ years’ experience working with Core Banking, Credit, Fraud, AML, GL, Tax and Payments systems

✔ You have familiarity with banking regulatory requirements, policies and procedures

Seven or more years’ experience analyzing, documenting (customer journey maps), service blueprints and improving internal processes using the principles of service design

✔ You have a sound understanding of information architecture and systems thinking as they apply to the design of a service.

✔ You have previous management experience and are comfortable working in a self-guided manner with the ability to prioritize tasks and manage your time efficiently.

✔ You are an experienced collaborator with exceptional people skills and relationship building skills to help you become a trusted partner across the company

✔ You have strong analytical, problem solving and organization skills along with a knack for multi-tasking and sticking to tight deadlines