Senior Service Designer

Purpose:

Scotiabank’s Global Digital Banking Organization has a clear and well-supported mandate to transform the way banking technology is delivered, reimagining the customer experience, fostering innovation to deliver new digital value propositions, and enabling our teams to drive meaningful change across the organization and for our customers. As a Senior Service Designer, you will be responsible for helping Scotiabank see what’s hidden in plain sight by mapping our end-to-end services and processes from a customer perspective and uncovering how they can be reimagined to better serve our customers digitally and beyond.

Activities:

• Work with diverse partners and stakeholders to design services and experiences, as well as the internal processes, policies, and programs that support them, in support of seamless customer experiences.

• Apply a deep understanding of human needs and how they can be mapped into organizational systems and processes.

• Defines information about what makes processes bad and experiences terrible for our customers, always operating constructively to recommend positive alternatives

• Designs and delivers end-to-end projects, managing stakeholders, schedules, and deliverables

• Translate complex systems into compelling stories, communicating credibly and engagingly to significantly expand people’s thinking and rebuild long-standing operating models

• Responsible for the delivery and design of a variety of workshops, ideation sessions, and design sprints to engage employees and customers in the design of customer-centric processes.

• Highly skilled in various design tools such as journey maps, service patterns, and service blueprints to effectively institutionalize customer-centric practices

• Have specialized skills and experience in the nature and pace of change in a specific market, as well as the related needs and behaviors of our customers, identifying potential opportunities and channels relevant to our business.

• Apply experience to the analysis and synthesis of multiple data sources, including observational interviews, qualitative research studies, and direct user feedback.

• Provide empathy and an unbiased perspective to all aspects of design work.

• Contribute to the growth of the Service Design practice across Scotiabank by acting as an advocate for the practice and a passionate change agent.

• Actively participate in a collaborative, innovative, challenging, and supportive team environment.

Requirements:

• Bachelor’s degree in a related field

• Intermediate/Advanced English (desirable)

• 5+ years of experience in service design, business design, or a closely related field

• Demonstrates successful consulting experience on large and complex multi-channel projects

• Highly skilled in a variety of design methodologies, such as journey mapping, pattern and plan development, contextual interviews, ethnographic observation, diary studies, design workshops, landscape reviews, trend analysis, etc.

• Advanced understanding of information architecture and systems thinking as applied to service design

• Leads activities to synthesize data and present information toward meaningful results.

• Comfortable working in a self-guided manner with the ability to prioritize tasks and manage your own time efficiently.

• Experience in Fintech or other finance-related products will be valued.

• Proficiency in Adobe Creative Suite is a plus, including the ability to create your own design artifacts such as personas, journey maps, reports, etc.