Service Designer

Here’s the impact you’ll make and what we’ll accomplish together

Our comprehensive experience design methods place customers at the heart of the entire problem solving process. Whether you are designing new experiences or redesigning existing services, you’ll engage with users at the onset to hone in on what matters most and involve them throughout research to build strong business cases, find great solutions and help orchestrate sustainable change. The payoff is phenomenal customer experiences and services that truly make a difference.

Here's how

• Distill and frame complex business and customer problems into well-defined engagement briefs
• Translate insights from customer research, operational analysis and other research into actionable requirements
• Facilitate customer workshops, validation and usability testing of services throughout the design and development process
• Strategically support multiple concurrent projects to deliver on customer insights, design concepts, prototypes, and tests that will inform insights and case studies that draw out themes, implications, and linkages with working group team members and executive audiences
• Apply knowledge of implementation and change enablement to bring our designs to life
• Work with internal partners across the service continuum, including Product & Services, Sales, Marketing, Business, Customer Experience and beyond
• Promote experience design through sharing of case studies, standard methodologies and findings to build awareness and internal capabilities across TELUS

Qualifications

You're the missing piece of the puzzle

• Problem Solver: 5+ years experience as a service designer with ethnographic skills
• With a natural curiosity, you foster a well-structured environment where teams can share ideas, learn from others while you dig in to co-create win-win opportunities for our customers, team members and TELUS
• Your innate curiosity and penchant for life-long learning inspires you to seek out complementary approaches and thoughtfully apply them to deliver stronger outcomes for customers
• Researcher: hands-on experience with customer or team member qualitative research and synthesis - and then translating insights into actionable data and steps for defining personas, journeys, service blueprints and concepts
• Innovator: Not tied to doing things the way they have always been done; always looking for new and better ways to do things
• Energetic self-starter in a fast-paced, constantly evolving environment
• Facilitator: Known for your tight-knit teamwork and leadership skills, including leading cross-functional teams across technical, customer-facing, business supporting and implementation teams
• Compelling Storyteller: 3+ years of experience with executive presentations and communication, with an ability to distill complex and/or ambiguous problems into clear, actionable plans and compelling messages

Great-to-haves

• A Bachelor's degree or higher in Design, Human Computer Interaction, Human Factors, Psychology or related area
• Experience with copywriting, visualizations and alternative approaches/mediums for storytelling
• Experience working in Product, Marketing, Operations, Finance
• Change management training or experience
• Knowledge of collaborative tools such as Google Workspace, Miro, Figma, and Asana