Service Designer

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

Join us to design and deliver delightful experiences to our customers across all touchpoints and interactions with us and have them say “Questrade is awesome.” Help us deliver on our corporate mission and brand promise of ‘we care’ at each step in the customers’ journey with Questrade.

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

As a CX Service Designer, you will create exceptional customer experience moments using core principles of service design. You will conduct secondary research on emerging trends and customers behaviours and expectations in the financial services industry along with competitor research. You will be a creative problem solver, customer champion, and a storyteller to explain complex analysis to any audience. You will help investigate problems, identify root cause of issues and support in running workshops to co-create solutions with stakeholders. You will create journey maps, service patterns and service blueprints for our products and services to effectively institutionalize customer-centric practices within the organization.

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 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.

So are YOU our next CX 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 2 or more years’ experience analyzing, documenting (customer journey maps), service blueprints and improving internal processes using the principles of service design

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

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

✔ You have 2+ years’ experience working with Core Banking, Credit, Fraud, AML, GL, Tax or Payments systems

✔ 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