Senior Service Designer

Job Description:

Role Summary

Are you a proven Design Strategist, Service Designer or CX Designer who is obsessed with understanding client needs and leading the design of experiences to delight them?

Reporting to the Director, Client Journey Owner, in the Canadian Client Experience Office (CXO), the Sr. Design Strategy Consultant is responsible for taking a client centric view to define and design journeys to help our Clients achieve lifetime financial security and live healthier lives. In this role, you will drive the customer experience design for a specific portfolio of client journeys to produce measurable CX and business results.

You will work closely with teams across the organization, using insights and design to form a common understanding of client needs and strategy. You will work with partners from across the business to identify opportunities, define principles, explore concepts, test and deliver exceptional experiences that fulfill this strategy. This role requires an understanding and passion for transforming CX strategy into pragmatic and impactful experiences across various channels that exceed client expectations.

What will you do?

• Design end-to-end, integrated journeys and experiences for our clients based on a deep understanding of client behaviours, trends and analytics. Bring together multiple systems and tools to support the needs of each audience across multiple channels and touchpoints.

• Lead the CX design exploration, definition and design for your area by leveraging innovative design methodologies to produce key CX design deliverables including competitive scans, future state journey maps, CX canvas work, storyboards, concepts, iterative prototypes and user testing.

• Support short-term and long-term CX roadmaps that identify key changes required to deliver an amazing client experience and measureable business and client outcomes. Track & report progress against these roadmaps

• Partner closely with colleagues across CX Strategy, UX, Insights and Product teams to support research activities and gain a deeper understanding of our Clients and their needs in order to define future state CX.

• Support the Director, Client Journey Owner and key partners to help define the Canada CX Strategy and prioritized client journeys

What do you need to succeed?

• University degree or certification in Design; Service Design, Industrial Design, Human Centered Design, Design Strategy; Business, Computer Science or a related field or equivalent work experience

• Minimum of 7 years of progressive experience in Design or Client Strategy roles.

• 5-7 years of proven experience in translating and synthesizing information from different sources, such as insights, strategy and vision, into tangible and impactful experiences with measurable outcomes.

• Command of design methodology in working through complex and ambiguous challenges

• Strong collaboration skills, with the ability to work among a diverse group of researchers, marketers, designers and product owners.

• Strong visual communicator: ability to visualize concepts such as journeys, experiences and new concepts

• Excellent problem solving skills, with the ability to present a compelling argument for change.

Additional Requirement

Please note that selected candidates will be required to share a portfolio of work that demonstrates your design approach, and how it has led change to client experience.