Senior Service Designer in Toronto

Aviso is dedicated to improving the financial well-being of Canadians. As a leading wealth management organization, we are committed to leadership, innovation, partnership, responsibility, and community. Working with talented and energetic professionals who exemplify our values every day, you will quickly notice that our people and dynamic 'oneaviso' culture sets us apart.

The Opportunity

We’re looking to fill an opening for a Senior Service Designer to join our Client Experience team. Reporting to the Director, Service Design, the Senior Service Designer is responsible for leading complex CX initiatives and managing a portfolio of strategic customer journeys across Aviso. You are a trusted consultant who partners with business leaders to align customer needs, business priorities and organizational goals to drive meaningful change. You apply advanced design methodologies and systems thinking to uncover opportunities, guide cross-functional teams, and influence decisions that improve customer and employee experiences.

As one aviso:

• We Care - You do the right thing for clients, partners and colleagues. You build trusted relationships, champion service excellence, and contribute to a culture where people feel valued and supported.
• We Dare - You challenge the status quo with bold ideas and fresh perspectives. You embrace change, seek opportunities to innovate and are comfortable exploring new ways of working.
• We Share - You collaborate openly and build meaningful relationships. You seek out diverse perspectives, share your knowledge and work together to help colleagues, clients and partners succeed.
• We Deliver - You take ownership of your work, honour your commitments and focus on delivering meaningful results. You hold yourself accountable and continuously look for ways to improve.

What your day looks like:

• Lead complex and strategically important Service Design initiatives across priority journeys, business lines, or enterprise initiatives.
• Design and lead advanced discovery initiatives that address ambiguous business challenges: co-ordinate participants, design research plans, facilitate sessions, analyze and synthesize data, and uncover strategic opportunities.
• Translate complex evidence into compelling stories, strategic recommendations and service design artifacts such as vision statements, personas, ecosystem maps, experience maps, and service blueprints to build empathy and support senior-level decision-making.
• Facilitate workshops and align senior stakeholders on CX priorities and investments: facilitate problem framing and design sprints, simulate new service experiences, lead experience feedback collection for product pilots and inform future state experience direction.
• Mentor designers and cross-functional partners while providing strategic service design expertise across the organization.
• Serve as a role model and advisor, elevating customer centricity, inclusive design and design maturity across the organization.
• Contribute to and help lead improvements to service design practices, standards, methodologies, and journey management capabilities.

Requirements

Your experience and skills:

• A Bachelor’s degree in Design, Human Computer Interaction, Human Factors, Psychology or related area. Graduate degree preferred.
• 6+ years of experience in a Service Design, User Research, Design Strategy, or similar field.
• Expert-level knowledge of human-centered design, systems thinking, design thinking, and service design is required.
• Expertise in both fundamental and advanced service design methods such as problem definition, vision-framing, co-design sprints, and service prototyping - with a portfolio showing measurable impact on customer, employee or business outcomes.
• Proficient with journey management, insight management and service design platforms (e.g. TheyDo, Dovetail, UserTesting, Figma, Miro, Dscout).
• Demonstrated ability to lead complex, cross-functional CX initiatives from discovery to implementation planning, shaping business decisions, product roadmaps and service improvements.
• Advanced facilitation, consulting, storytelling, and executive presentation skills.
• Proven experience influencing Director, VP, and senior leadership decision-making.
• Self-motivated, highly organized and confident working in a complex and dynamic organization.
• Experience mentoring designers and contributing to practice development.
• Fluent communication skills in English are required and bilingual skills in French are an asset.
• Experience in the financial or wealth management industry is a plus.

Benefits

At Aviso Wealth, you will find a dynamic and inclusive culture that rewards innovation and celebrates success. Here are a few things that set us apart:

• Competitive compensation package that rewards and recognizes individual contributions.
• Excellent health, dental and insurance benefits to meet the diverse needs of our employees.
• Generous vacation time, fitness benefit, parental leave top-up options.
• Matching contributions to our retirement program.
• Commitment to the continuous improvement of our staff through learning & development and an education assistance program.
• Regular social events to foster teamwork.

Aviso welcomes and encourages applications from all qualified individuals including persons with disabilities. If you require an accommodation, we will work with you to meet your needs in all stages of the hiring process. We thank all applicants for their interest, however, only those selected for further consideration will be contacted.