Senior Service Designer

You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You’ll work with dynamic colleagues – experts in their fields – who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you’ll have new and exciting opportunities to make life brighter for our Clients – who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.

Job Description:

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

Reporting to the Director, Journey Design, in the Canadian Client Experience Office (CXO), the Senior Journey & Service Designer is responsible for taking a client centric view to reimagine journeys to help our clients achieve lifetime financial security and live healthier lives.

In this role, you will drive the service design for a portfolio of client journeys to produce measurable business and client impact. You will work closely with partners from across the business to identify opportunities, explore concepts and co-create expectational experiences. You will apply service design tools to create a comprehensive view of future state experiences by connecting client facing digital/ non-digital touchpoints with back-end capabilities to support development and delivery phases.

What will you do?

• Design end-to-end, integrated omni-channel experiences for our clients based on a deep understanding of client behaviours, business strategy and operating models.
• Lead the exploration, definition and design for your portfolio by leveraging innovative design methodologies to produce service design deliverables including competitive scans, service blueprints, future state journey maps, storyboards, concepts, iterative prototypes and user testing.
• Complete business and technical analysis to understand current processes and technologies to understand the business environment and context
• Partner closely with colleagues across business strategy, UX, product development and technology to support discovery activities and co-create future state experiences to inform delivery roadmap.
• Translate complex systems and challenges into compelling narratives to engage key stakeholders and challenge status quo.
• Support the Director, Journey Design and key partners to help define the Canada CX Strategy and prioritized client journeys.

What do you need to succeed? 

• 5+ years experience in service design, CX strategy, product strategy or a closely related field is required
• Post-secondary education in a related field
• Command of design methodology in working through complex ambiguous challenges
• Ability to go deep into analysis of current processes and technologies to build a strong foundation in the design of the future state
• Expertise in analyzing and synthesizing qualitative and quantitative data from multiple sources to form a holistic understanding of a problem space
• Demonstrated ability to present compelling arguments for change
• Facilitation skills to lead a range of workshops and ideation sessions to co-create with business partners and end-users
• Familiarity with emerging technology and how it can be applied to elevate client experiences
• Strong collaboration skills to establish partnerships with key business unit stakeholders
• Strong visual communicator with the ability to produce artifacts at different levels, such as system maps, storyboards, and UX prototypes
• Background in financial services is strongly preferred

What’s in it for you?

• Great Place to Work® Certified in Canada and the US – 2022
• Great Place to Work® award for Best Workplaces for #HybridWork
• 2022 Named “Best Places to Work” by Glassdoor – 2021
• Canada Award for Excellence for Mental Health at Work
• 2021 Flexible hybrid work model including in-country work-from-home if you prefer.
• Pension, stock and savings programs to help build and enhance your future financial security