Service Designer

Position Description

CGI are seeking an experienced Service Designer that can take center stage in our multidisciplinary team and contribute to delivering services that will positively impact people and bring value to our client’s business. Our Service Designer will work on services that matter, with a team of people who value design and produce outcomes for our clients that we’re proud of. This role is an opportunity to be instrumental in making a difference to the way we interact with our public services in Atlantic Canada and as such, our Service Designer is focused on delivering word-class, user-centred public services.

The general responsibilities of our Service Designer will be to:

• Perform User Research to make sure we are asking the right questions and getting the right answers
• Design the User Journey Map to identify issues that need to be addressed in a given service
• Facilitate co-creation workshops with stakeholders
• Prototype services in order to validate ideas and build an iterative solution
• Design the Service Blueprint and deliver it to the client

Our Service Designer will definitely be able to:

• Demonstrate that they don’t just understand what Design Thinking is, but have examples of where they
have done this;
• Provide examples of how they are Design Driven and User Centric;
• Explain how and when they have performed User Research and Insights;
• Talk about how they would approach and design a User Journey Map;
• Provide their perspective and understanding on what the three basic service moments are;
• Describe Touchpoints and Channels and explain the difference between Front Stage and Back Stage;
• Talk about how they tease out Pain Points from their clients;
• Explain how they have facilitated Co-Creation Workshops and how they approach them; and
• Provide an example of where they have created a Service Blueprint and how they presented it to the
client.

We don’t expect our Service Designer to know everything, but we do think that having an understanding of as many of the following would be a huge advantage:

• the Agile concept and at least one associated methodology (eg, Scrum)
• Kanban and how it is used
• Digital Tooling (such as Adobe XD, Sketch App, InVision, Marvel etc)
• Methods of problem mapping and extracting insights and pain points from users

Skills:

• Client Relationship
• Communication (Oral/Written)
• DigitalTransformationConsultng
• PresentationSkills/PublicSpeak
• Problem Solving/DecisionMaking