Senior Service Designer

Full Time

Westland Insurance Group Ltd

As the Senior Service Designer on our Service Design and Client Experience team, you play a key role in defining Westland’s standard and specialized services. You facilitate and support leaders to articulate best practices, capturing and synthesizing the “why” behind how we work and visualizing procedures and processes in a way that supports our transformation and training initiatives to align to common service models. Use your creative communication and collaboration skills to help leaders move through a structured and coordinated decision-making process that finds the right balance between client experience, operational & technology readiness and business strategy.

Interested in learning more?

Why you'll love Westland: 

  • An open, flexible and welcoming workplace
  • Plenty of opportunities to grow and learn
  • Autonomy to own your own success
  • Total rewards program that takes care of your financial, physical, and mental health
  • Amplifying Communities, a program to support causes that matter most to our employees

Why we’ll love You:  

  • Bachelor’s Degree in Product Management, Technology, Design, Business, or other related fields es are required
  • 6+ years of experience designing experiences, products and/or services and informing business strategy
  • Strong knowledge of business model, interaction and service design as well as design thinking and digital technologies
  • Expertise in qualitative and quantitative research methods with experience conducting user research and usability testing
  • Experience assuming responsibility for the full project life cycle
  • Ability to thrive in a fast-paced and complex environment, agile in responding to changing directions and priorities
  • Excellent people skills exhibited in coaching, collaborating and leadership style, empathizing with users, and building trust and credibility with colleagues, clients and stakeholders
  • Experience articulating concepts and facilitating workshops designed to drive innovation, experimentation and evidence-based decision-making
  • Clear communicator with exceptional written, verbal, and interpersonal skills
  • Detail oriented with a strong command of visual design and digital capabilities
  • Expertise in using various digital, design and project management software including content management systems and latest web and graphic editing (e.g. WordPress, Figma, InVision and Adobe Creative Suite)
  • Knowledge of the insurance and financial services industry and business environment is an asset
  • French proficiency is considered an asset

Once here, you'll: 

  • Leads the definition, mapping and visualization of end-to-end services and business processes utilizing a range of techniques and artifacts including personas, ecosystem maps, flow charts, service blueprints and journey maps
  • Engages with internal and external stakeholder groups through interviews, workshops, digital platforms and ideation sessions to gain insights and support thought-leaders to make decisions on common ways of working and clarity why and when variations to standard services are required
  • Focuses engagement and documentation efforts on the primary goal of building a common understanding that can support change initiatives and drives the delivery of services that positively impact clients and bring value to the business
  • Maintains a client centric perspective when acting as a point person and curator for questions, concerns or issues that arise related to standard services/business processes
  • Collaborates and delivers value to teams leveraging documentation that you create including transformation projects, training/change programs and branding strategies
  • Coordinates and leads research initiatives to gain insights and tests prototypes of interactions and services with internal (employees) and external (clients) users
  • Applies the ability to analysis and synthesis multiple sources of data, including observational interviews, qualitative research studies and direct user feedback to clean insights to inform the design process
  • Navigates complexity and drives change bringing a strategic perspective to process and service design aligned with Westland design principles and future vision to be positioned a differentiator in the market (including develop an omni channel model with a range of specialized services)
  • Applies in-depth knowledge of human needs to the design and change of organizational systems and processes
  • Provides and empathic and an un-biased viewpoint to all aspects of work
  • Provide mentorship and coaching to other employees to grow human-centred design thinking capacity at Westland
  • Utilizes design operations and project management processes, tools and templates to support the design process, monitor performance, stay organized and report on work progress (i.e. Azure DevOps, Lucidchart, Google Analytics, Excel, SharePoint, SmartSheets, etc.)
  • Other duties as assigned
Surrey, BC, Canada
Full Time
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