Service Designer

Your Role in Supporting Our Members:

As a Service Designer, you will play a critical role in shaping and improving end‑to‑end member experiences across channels, products, and services. You will apply human‑centered design methodologies to understand member and employee needs, map journeys, identify pain points, and design solutions that align with Vancity’s goals. Working cross‑functionally with lines of business and key stakeholders, you will intentionally plan and organize service components – including people, propositions, and processes – to improve employee experiences and deliver seamless, efficient, and valuable experiences for our members.

This is a Full-time, Temporary role based at our Vancity head office and will report directly to the Director, Member Experience Strategy and Design. While this position provides a hybrid work arrangement, you will be expected to be on-site for events and business demands.

How You’ll Make an Impact:

• Creating and planning service design blueprints to optimize business resources and create efficient processes for staff and members
• Supporting lines of business, key stakeholders, and business units as a design thinking expert
• Researching optimal processes and generating differentiated journeys that help achieve Vancity’s goals
• Using tangible data elements and success metrics to support decisions and proposed solutions
• Partnering with business units and teams to implement new and improved processes
• Discovering and synthesizing member and employee needs through qualitative and quantitative research including interviews, usability testing, and surveys
• Leading and facilitating human‑centered design workshops, co‑creation, prototyping, testing, and refinement of end‑to‑end experiences
• Working cross‑functionally to align people, props, and processes to ensure experiences are seamless across all touchpoints
• Contributing to service design standards, templates, and toolkits while supporting design operations and governance
• Mentoring junior designers and exploring emerging practices such as AI and omnichannel service models to strengthen design maturity

What You’ll Bring to the Team:

• Bachelor’s degree in Design (Service Design, CX/UX Design), Business, Marketing, Psychology, or a related field, or equivalent experience
• Minimum of 5+ years of experience in service design, customer experience, UX, or a related field
• Demonstrated experience delivering end‑to‑end service design projects in complex environments
• Strong knowledge of service design tools and methodologies including journey mapping, service blueprints, personas, and prototyping
• Proven research and analytical skills with the ability to interpret qualitative and quantitative data and generate actionable insights
• Strong facilitation, communication, and relationship‑building capabilities

Extra Skills That Set You Apart:

• Experience in financial services or another regulated industry
• Certification in Human‑Centered Design or Design Thinking
• Experience in change management and embedding design practices within organizations

You’ll Thrive Here If You Are:

• A leader – Motivating and supporting others while advancing the vision and mission of the organization.
• Deeply empathetic – Appreciating the humanity and nuance in every member and colleague interaction.
• Highly resilient – Navigating ambiguity and change while keeping the broader organizational context in mind.
• A skilled critical thinker – Managing complexity with a systems mindset and comfort with ambiguity.
• A relationship builder – Building trust through clear communication, genuine connection, and shared success.