Service Design

Scotia Digital has a clear and well-supported mandate to transform the way banking technology is delivered, by reimagining the customer experience, fostering innovation to deliver new digital value propositions and enabling our teams to drive significant changes across the organization and for our customers. As the Director of our Service & Systemic Design practice you will lead a team of service designers and strategists responsible for crafting compelling, end-to-end service futures for our customers across increasingly efficient and optimized channels and touchpoints; working in partnership with key collaborators and domain experts across Scotiabank.

Is this role right for you?

• Develop the Digital Banking Service Design practice into a function capable of unearthing the latent opportunities hidden in plain sight to better serve our customers and increase operational efficiency; effectively influencing internal partners to pursue such opportunities.
• Provide focus to loosely defined service design challenges in a range of contexts – including digital interactions & services, customer service & support, and person-to-person interactions.
• Map key customers journeys across channels to ensure that we are developing the best possible experience for our customers while simultaneously reducing the cost to serve them through process and structural improvements.
• Identify what makes processes and distribution channels bad and experiences awful for our customers, always operating constructively toward defining positive alternatives.
• Translate complex systems into compelling stories, communicating in a credible and engaging manner to meaningfully stretch people’s thinking and reconstruct longstanding operating models more efficiently.
• Maintain a global focus on how technology and best practices can be re-used across markets to enhance the digital customer experience and the maturity of our application technology suite.
• Design and run a range of workshops, ideation sessions and design sprints to engage employees and customers in designing customer-centric processes and systems.
• Manage growing Service Design and design insights teams; directly responsible for the daily operations of the team including the effective day-to-day management of multiple concurrent projects across various time horizons and Scotiabank lines of business.
• Foster a collaborative, innovative, challenging and supportive team environment with an emphasis on individual coaching and professional development for all team members.
• Ensure that Digital Customer Experience practices stay at the cutting-edge by working with Digital Customer Experience Practice Directors and Leads to employ new approaches, tools, methods and processes in combination with the Product& Design Community and leaders
• Develop governance models, operating, procedures and protocols to create strategic working partnerships between Digital Customer Experience and Customer Journeys in order to amplify customer experience research and cross-channel experiences within digital customer journeys.
• Develop sound operating procedures and research protocols to ensure the team produces high quality work efficiently, consistently and collaboratively.
• Champion a customer-obsessed culture, establishing yourself as a passionate change agent for spreading a service design & and customer experience ethos across Scotiabank.
• Provide empathy and an un-biased viewpoint to all aspects of design work.

Do you have the skills that will enable you to succeed in this role?

• Experience leading and building high-performing teams in fast-paced evolving organizations
• 8-10 years experience planning and executing service design projects, including demonstrated experience running successful projects within highly matrixed and complex organizations
• Masters level education in Design, Strategy, Anthropology, Sociology or a related field
• Demonstrates a proven track record of consulting successfully on large and complex multi-channel projects
• Expert level skills in a range of service design methodologies such as journey mapping, pattern and blueprint development, contextual interviews, ethnographic observation, diary studies, design workshops, landscape reviews, trend analysis, etc.   – with a keen ability to teach these practices to others
• Excellent understanding of information architecture and systems thinking as they apply to the design of a service
• Proven ability to synthesize data and present insights toward meaningful outcomes.
• A natural storyteller with the ability to craft and communicate compelling stories that add clarity and inspire passion in our mission
• Adept at leading through change and achieving outcomes through influencing others
• Seeks to understand and anticipate the perspectives of diverse stakeholders and uses that understanding to build mutually beneficial outcomes
• A passion for changing the way people bank and a willingness to live in the future and build what’s missing
• Demonstrates a positive and resilient personality; embracing feedback with a desire for continuous improvement, and able to hone that skill in team members through coaching
• Deals well with ambiguity, taking smart and calculated risks and supports others who do the same.
• Able to effectively prioritize tasks and projects amongst concurrent pressures for the team, and manages time efficiently for one’s self and team members
• Possesses a critical eye for process and knows when to optimize, reinvent or discontinue a system
• Authentic, decisive, highly-collaborative and results-oriented
• Open, persuasive, engaging and love to have a good laugh
• French and/or Spanish proficiency considered an asset