Senior Service Designer

Reporting to Paul Feltoe, Director of Product Design, the Senior Service Designer’s mission is to pioneer a revolutionary end-to-end service design strategy. in order to transform the way we provide our services, aiming to significantly improve the experience of our members. Dialogue has a well-established reputation for delivering exceptional patient health outcomes. We quickly expanded our capacity to handle volumes to levels never before achieved. Our next challenge is to integrate a truly end-to-end ( E2E ) approach for both product and service. To meet this challenge, Dialogue will build a multidisciplinary team with the influence and expertise to change all aspects of our service delivery. 

Your Responsibilities Will Include:

• Strategic Service Design: Design impactful and effective end-to-end member experiences for both the product and service delivery experience.
• Systems Thinking in Design: Apply systems thinking to understand and design the interconnections between various components of the service ecosystem, going beyond traditional product-focused approaches.
• User-Driven Research: Conduct in-depth user-focused research to gain insights into their needs and behaviors, using service-specific methodologies such as service maps and customer journey mapping .
• Service Prototyping and Testing: Design and test prototypes of services and products that encompass a range of interactions and touchpoints, ensuring alignment with user expectations and business objectives.
• Influence and sustain user-centric thinking within teams: Build the skills of all teams involved in end-to-end service delivery, motivating and empowering them to prioritize user experience ) alongside clinical safety and operational efficiency.

We would love to meet you if you have:

• Professional experience in service design: Minimum of 5 years of experience in service design, with a specialization in strategic and systems thinking.
• Expertise in service design tools: Mastery of tools and methodologies specific to service design, such as ecosystem mapping and journey mapping. Strong Analytical and Strategic Skills: Demonstrated ability to think strategically and synthesize research data (qualitative and quantitative) into actionable concepts.
• Excellent communication and facilitation skills: Strong skills in communicating complex service design concepts and influencing change within diverse teams.
• Pragmatic and results-oriented: Action-oriented individual who thrives in a flexible environment and is able to produce tangible results.
• Innovative approach (an asset): A history of implementing innovative solutions in service design.
• Patient-centered mentality (an asset): Passion for creating patient-centered solutions in healthcare.

At Dialogue, your well-being is our priority.

We cannot take care of others without also taking care of our team. We take care of you!

• A fully funded benefits plan, including a wellness reimbursement program
• Unlimited access to Dialogue programs for you and your immediate family
• 4 weeks of vacation, 9 wellness days and 1 paid volunteer day
• A hybrid work approach requiring a three-day weekly presence in our magnificent Montreal or Toronto offices
• Access to an individualized learning program, including a budget dedicated to external continuing education
• Short and long term incentive programs
• An optional parental benefits program