Service Designer

The role is responsible for researching, designing, and testing services across the bank. Reporting to the Director, Experience Innovation this role will help to solve complex problems that enable business transformation.

This role is a key partner to the Business Process Designer, and will support cross-functional teams, enabling them to develop optimized or re-imagined service processes, systems, roles, digital products, and other factors that make up the client, partner and employee experiences.

MAJOR ELEMENTS OF THE ROLE

Key accountabilities of this position include:

• Leads service and product design initiatives, for both digital and non-digital experiences
• Conducts qualitative root cause analysis of current business problems
• Collaborate with the Business Process Designer to Lead Problem Framing exercises, Identify Opportunities for Improvement and Develop ‘How Might We…’ Challenge Statements
• Conducts design research activities; including but not limited to in-depth interviews, surveys, ethnography, journey/experience mapping, participatory and generative research, testing service prototypes and other design research approaches from the discovery phase through to delivery.
• Creates artifacts such as current and future state journey maps, personas, stakeholder map
• Facilitates service design workshops such as problem framing, experience ideation, opportunity finding, prioritization, partners with design researcher to utilize customer and partner insights as necessary for workshops
• Works with cross-functional business partners…
• Works with the Business Process Designer to understand the current state business problems and opportunities
• Collaboratively establish metrics and KPI’s to drive data informed decisions
• Monitors and reports on KPIs and experience metrics throughout the pilot phase and beyond.
• Creates CX impact reports and assists in developing case studies for learning and company-wide share-outs
• A customer-centric champion representing the CX team, advocating for the end customer and internally advancing the influence and value of service design

SKILLS AND EXPERIENCE REQUIRED

Qualifications

• At least 3 years of experience in service design; a portfolio to showcase this type of work
• Workshop facilitation skills (Design Thinking / Innovation workshops)
• Experience conducting design research using various methods
• Demonstrated experience in digital and service prototyping; working closely with UX designers, subject matter experts and researchers to test ideas, iterate and drive results
• Mastery of digital tools such as Miro/Mural, Dovetail, Monday and similar

Attributes

• Relationship builder, experienced in working collaboratively with cross-functional teams including marketing, sales, operations, data analytics, and technology to solve problems, build consensus and influence outcomes
• Excellent project management skills with a proven ability to self-manage, consistently adjusting priorities as needed in a fast-paced, deadline-driven environment
• Excellent verbal and written communication skills, including reports and presentations
• Highly self-motivated, organized, and accountable; able to work independently and collaboratively in a team setting
• Comfortable with ambiguity, flexible and enjoys the analysis of complex problems
• Exceptional relationship building skills and the ability to work effectively with people at all levels in an organization, including VP’s