Senior Service Designer

Your role as Senior Service Designer

Reporting to Paul Feltoe, Director of Product Design, the mission of the Senior Service Designer is to pioneer a transformative end-to-end service-design strategy to transform the way we provide our services, aiming to significantly enhance our members’ experiences.

Dialogue has a long-standing reputation for delivering exceptional patient health outcomes. We have rapidly scaled to handle volumes at previously unheard-of levels. Our next challenge is to integrate a truly end-to-end (E2E) approach across both product and service. To meet this challenge, Dialogue will be assembling a cross-functional team with the influence and expertise to change all areas of our service delivery.

What you’ll be doing:

• Strategic Service Design: Design impactful and effective end-to-end member experiences across both the product and service delivery experience
• Systems Thinking in Design: Apply systems thinking to understand and design for the interconnections between various components of the service ecosystem, transcending traditional product-focused approaches
• User-Centered Research: Conduct extensive user-centered research to gain deep insights into needs and behaviours, utilizing service-specific methodologies such as service blueprints and customer journey mapping
• Service Prototyping and Testing: Design and test both service & product prototypes that encompass a range of interactions and touch-points, ensuring alignment with user expectations and business goals
• Influence and maintain user-centric thinking across teams: Upskill all teams involved in the end-to-end service delivery, motivating and empowering them to prioritize user experience alongside clinical safety and operational efficiency

We’d love to hear from you if you have:

• Professional Experience in Service Design: Minimum of 5 years of experience in service design, with a focus on strategic and systems thinking
• Expertise in Service Design Tools: Proficiency in tools and methodologies unique to service design, such as ecosystem mapping and journey mapping
• Strong Analytical and Strategic Skills: Demonstrated ability in strategic thinking and synthesizing research data (Qual & Quant) into actionable insights
• Excellent Communication and Facilitation Skills: Strong abilities in communicating complex service design concepts and influencing change in diverse teams
• Pragmatic and Results-Oriented: Looking for an action-oriented individual who thrives in a flexible environment, capable of delivering tangible results
• Innovative Approach (an asset): A track record of implementing innovative solutions in service design
• Patient-Centric Mindset (an asset): Passion for creating patient-centric solutions in healthcare

At Dialogue, your well-being is our priority

Taking care of others also means taking care of our team. We’ve got you covered!

• A fully funded benefits plan, including a wellness reimbursement program
• Unlimited access to a variety of Dialogue’s programs for you and your immediate family
• 4 weeks of vacation, 9 wellness days and 1 paid volunteer day
• A hybrid work approach that involves 3 days per week in our beautiful Montreal or Toronto offices
• Access to a custom learning program, including an allocated budget for continuous external training
• Short and long-term incentive plans
• An optional parental benefits program