Service Designer

Job Description:

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:

Sun Life is actively seeking the right individual to join our growing Journey Design & Strategy team. Are you a proven Journey Designer who is obsessed with understanding client needs and leading the design of experiences to delight them?

Reporting up to the Director of Journey Design in the Canadian Client Experience Office (CXO), the Journey 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 support a portfolio of client and advisor experiences 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 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.

What will you do?

• Work with diverse partners and stakeholders to design end-to-end, front-to-back services, as well as the internal processes, policies and programs that support them, to deliver best-in-class experiences for clients and employees.
• Collaborate with teams across the Client Experience Office – Marketing, UX, Digital Product, Research and Data – through discovery, definition, design and delivery and translate design recommendations to define project goals, requirements and customer needs.
• Curiosity for and understanding of client behavior, business strategy, operating models, service patterns and processes, and innovative technologies.
• Coordinating and facilitating workshops, design sprints and ideation sessions and ability to effectively synthesize the output of the workshops.
• Design current and future-state journeys, service blueprints, and other artifacts that communicate how the end-to-end can be delivered in the market.
• Comfortable in analysis, synthesis and consolidation of qualitative and quantitative data to communicate compelling narratives and actionable insights to technical and non-technical audiences.
• Provide empathy and an un-biased viewpoint to all aspects of design work.
• Deep understanding of service design principles and methods.
• Contribute to the research activities and supporting the research efforts when needed.

What do you need to succeed?

• 3+ years’ experience as a Service Designer or similar design role preferred.
• Post-secondary education in Service Design or a related field. Relevant design certifications or coursework are a plus.
• Knowledge of a variety of design methodology – business design, systems thinking, service design, design research – to work through complex challenges.
• Demonstrated ability to analyze and synthesize qualitative and quantitative data from multiple sources to form a holistic understanding of a problem space.
• Comfortable with ambiguity and operating in complex regulatory environments.
• Curiosity for emerging technology and how it can be applied to elevate client experiences.
• Excellent communication and collaboration skills, with the ability to effectively present and articulate problems, solutions, and journeys.
• Creative visual communicator with the ability to produce design artifacts that are easy for technical and non-technical teams to understand and leverage to accelerate their work.
• Ability to work in a fast-paced environment, manage multiple projects, and meet deadlines.
• Background in financial services is an asset.

Additional Requirement

• Please note that selected candidates will be required to share a portfolio of work that demonstrates your approach, and how it has led to transformational changes related to client experience.