Service Designer

Full Time


Here’s the impact you’ll make and what we’ll accomplish together
The TELUS Health Strategy and Experience team takes a human-centered design approach to connecting people and families with innovative care options, and helping them live their healthiest lives.  As a Service Designer, a thought leader, and practitioner in experience strategy, you will be directing, mentoring, and working alongside diverse sprint teams from discovery to launch.
Here's how
  • Place the experience of the customer and the momentum of the marketplace at the core of each effort, prioritizing effectively by using data and insights to both drive decisions and craft experiences
  • Be an accelerant for change, a champion for pragmatism and simplicity, not afraid to fail fast and apply learnings to drive the business forward
  • Translate abstract and tangible business challenges into more specific questions which can then be answered by insight-driven analysis
  • Work within in a multi-disciplinary pod-based structure alongside principle design engineers, experience researchers, experience designers, and product managers to unpack user needs in order to iterate products and services that materially impact care delivery, and motivate people to live healthier lives
  • Work within one or more multi-disciplinary pods to develop proof of concepts, and minimal loveable products/services
  • Leverage a systems thinking perspective to connecting disparate pieces of the healthcare ecosystem through TELUS Health solutions
  • Develop a clear understanding of user needs, emergent market gaps and business alignment to unearth opportunity with solutions that can deliver product/market fit
  • Lead creation of scans, shifts, horizon maps, personas, archetypes, epics, use cases, experience maps, ecosystem maps, service blueprints, epics, product roadmaps and product playbooks
  • Support that facilitation of stakeholder interviews and ideation workshops with a variety of stakeholders including senior-level executives
  • Cultivate a culture of inclusion, empathy, tenacity, and inquisitiveness
You're the missing piece of the puzzle
  • Bachelor's Degree in Design, Psychology, or related field; or, 4 years’ progressive experience in service design, ecosystem mapping in lieu of Bachelor's Degree
  • 3+ years’ experience in experience strategy, service design, innovation, in a consulting or advisory setting
  • We ask that candidates express interest in the TELUS Health mission, prepare to work on a dynamic and collaborative team, and are motivated to coach and learn
  • Experience with bringing products or services from insight to market, and must have worked directly with stakeholders in a healthcare environment
  • Have fluidity in working within a Human-Centered Design, Lean Start-up and Agile delivery frameworks and methodologies, able to teach and influence others to adopt new ways of working
  • Possess the ability to craft a compelling narrative to drive both internal and external socialization grounded by strong verbal, written communication and effective presentation skills
  • Strategic product strategy and experience development with proven ability to develop comprehensive, customer-centric strategic product plans
  • Visionary, innovative, forward-thinking and customer focused
  • Recent experience in service blueprinting in digital settings, mapping the connected interactions between people, data, process and technology
  • Experience in a variety of methodologies, frameworks and deliverables including, but not limited to:
    • Strategic Foresight
    • Growth Strategy
    • Human-centered Design
    • Service Design
    • System thinking
    • Journey/Experience Mapping
    • Persona Development
    • Ethnography
    • Co-creation
    • Prototyping
    • Epic Development
    • Product Roadmapping
  • Experience working in both consulting, independent start-up and corporate environments
  • Master degrees in Design, Strategic Foresight, Innovation or Business
  • Experience design platforms such as Figma, InDesign, Stretch, etc.
  • Thorough knowledge and experience across a range of UX research approaches and methodologies
  • 3+ years’ experience working in or with lean and agile software delivery team
Full Time
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