Service Designer (Senior/Manager)

• See the whole picture. You’re able to assess a service from end-to-end, from the experience through the organizational delivery model.
• A clear communicator. You can explain ideas, insights and recommendations in a way that everyone can understand.
• A self-starter. You must be able to manage time and workload and communicate effectively
• A strong collaborator. You’re comfortable making space for people to contribute, and also to drive and lead the conversation when necessary
• A balance of curiosity and grit. As a consultant you will be challenged with tough problems (that’s why we’re brought in). You have to be comfortable with complexity and ambiguity, and time pressures, and be able to pull together the information and team you need to bring the right approach and find effective solutions

Skills and attributes for success

• See the whole picture. You’re able to assess a service from end-to-end, from the experience through the organizational delivery model.
• A clear communicator. You can explain ideas, insights and recommendations in a way that everyone can understand.
• A self-starter. You must be able to manage time and workload and communicate effectively
• A strong collaborator. You’re comfortable making space for people to contribute, and also to drive and lead the conversation when necessary
• A balance of curiosity and grit. As a consultant you will be challenged with tough problems (that’s why we’re brought in). You have to be comfortable with complexity and ambiguity, and time pressures, and be able to pull together the information and team you need to bring the right approach and find effective solutions

To qualify for the role you must have

• Degree in a relevant discipline – human factors, social sciences, design
• 5+ years of professional experience in a senior-level service design or equivalent role (whether at an agency, consultancy, or in-house)
• Accredited training and expertise in service design, design thinking and other practical human-centered design methods
• Demonstrated hands-on project experience applying a mix of experience design methods
• Hands-on qualitative research and analysis skills
• Highly proficient at creating artifacts and deliverables to describe service experiences and improvement recommendations such as personas, journey maps, service blueprints, and summary reports for real client projects
• Expertise in fast, simple prototyping methods that communicate ideas clearly – sketching, crafting, making, and role-play as examples
• Experience working with teams, and directly with clients on service design projects and programs
• Excellent written, verbal and clear visual communication skills

• Advanced facilitation skills (leading design sprints, mapping workshops, and research sessions, for example)
• Understanding and experience applying inclusive design principles, methods and standards
• Team leadership – leading research, design teams, and service delivery teams in the implementation of services
• Ability build and maintain strong working relationships with colleagues, clients, and key stakeholders

• Collaboration tools such as Mural, Miro, and Smaply
• Design tools such as inVision, Sketch, Keynote
• Experience with VoC, CRM and other customer data tools a plus 
• Office 365

You are an equally ambitious and empathetic individual. You can expect plenty of autonomy in this role, so you’ll need the motivation to take initiative and seek out opportunities to improve our current relationships and expand our business in the evolving market. If you’re serious about consulting and ready to take on some of our clients’ most complex issues, this role is for you

At EY, our Total Rewards package supports our commitment to creating a leading people culture – built on high-performance teaming – where everyone can achieve their potential and contribute to building a better working world for our people, our clients and our communities. It’s one of the many reasons we repeatedly win awards for being a great place to work.

We offer a competitive compensation package where you’ll be rewarded based on your performance and recognized for the value you bring to our business. In addition, our Total Rewards package allows you decide which benefits are right for you and which ones help you create a solid foundation for your future. Our Total Rewards package includes a comprehensive medical, prescription drug and dental coverage, a defined contribution pension plan, a great vacation policy plus firm paid days that allow you to enjoy longer long weekends throughout the year, statutory holidays and paid personal days (based on province of residence), and a range of exciting programs and benefits designed to support your physical, financial and social well-being. Plus, we offer:

• Support and coaching from some of the most engaging colleagues in the industry
• Learning opportunities to develop new skills and progress your career
• The freedom and flexibility to handle your role in a way that’s right for you

As a global leader in assurance, tax, transaction and advisory services, we hire and develop the most passionate people in their field to help build a better working world. This starts with a culture that believes in giving you the training, opportunities and creative freedom to make things better. So that whenever you join, however long you stay, the exceptional EY experience lasts a lifetime.

If you can confidently demonstrate that you meet the criteria above, please contact us as soon as possible.