Service Designer in Vancouver

The Opportunity: We’re looking to fill an opening for a Service Designer to join our Experience team for 12 months. Reporting to the Director, Service Design, the Service Designer is responsible for managing two customer journeys for one of Aviso’s lines of businesses. You are an influential storyteller who will work collaboratively across the organization to get buy-in on strategic changes and initiatives that will improve employee and customer experiences. You understand the business value of being customer-centric and apply design methodologies to identify problems, build empathy, and explore future state 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:

• Act as the primary consultant for all Service Design initiatives for two product delivery squads, participating in problem definition, product planning, and management of two key client journeys for that line of business.
• Lead end-to-end research initiatives to assess current state front and back-end experiences: coordinate participants, design research plans, facilitate sessions, analyze and triangulate data, define problems, and identify actionable insights.
• Present research findings and insights to all levels of stakeholders in the form of design artifacts such as personas, ecosystem maps, summary videos, experience maps, and service blueprints.
• Lead a cross-functional team of SMEs and decision-makers through the design exploration of future state recommendations: facilitate ideation and prioritization sessions, prototype and validate proof of concepts, and inform business planning of potential CX initiatives.
• Contribute to optimizing service design operations (data repositories, participant management, templates, and tools) – pro-actively trying new and better ways of doing things.
• Play a key role in increasing customer centricity and design maturity across the organization.
• Provide research and design subject matter expertise to other internal departments and external partners as required.

Your experience and skills:

• 5 – 7 years of experience in a Service Design, User Research, Design Strategy, or a similar field.
• A Bachelor’s degree in Design, Human Computer Interaction, Human Factors, Psychology, or a related area is required. Graduate degree is preferred.
• Subject matter expertise in user-centered design, design thinking, and service design is required.
• Implementation of fundamental service design methods such as in-depth interviews, contextual inquiries, diary studies, job shadows, workshops, and concept testing – with a portfolio of case studies as proof.
• Proficient with various design and research tools (e.g. TheyDo, Dovetail, UserTesting, Trend Watching, Figma, Miro, Dscout).
• Proven experience discovering, synthesizing and socializing actionable insights that have influenced business decisions and product roadmaps.
• Strong consulting, storytelling and presentation skills.
• Strong collaboration, influencing and stakeholder management at all levels, including leadership.
• Self-motivated, highly-organized and confident working in a complex and dynamic organization.
• 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.