Manager Service Innovation

Mackenzie Investments is a diverse workplace committed to doing business inclusively – this starts with having a representative workforce! We encourage applications from all qualified candidates that represent the diversity present across Canada – including racialized persons, women, Indigenous persons, persons with disabilities, 2SLGBTQIA+ community, gender diverse and neurodiverse individuals, as well as all who may contribute to the further diversification of ideas.

Position Overview:

Reporting to the Director, Service Innovation, the successful candidate will be responsible for collaborating with internal and external partners to drive innovation and deliver business results across IGM Financial, which includes IG Wealth Management, Mackenzie Investments and Counsel Portfolio Services.

The Service Innovation team functions as an in-house consultancy that works across all stages of innovation from scoping opportunities to implementation, using three complementary methods of problem solving: Service Design, Lean Six Sigma, and Data Analytics. Like all members of the team, you will zoom out (think strategically, guide others to see the big picture) and zoom in (translate the strategy into implemented tactics).

The Manager Service Innovation will conduct research and discover human-centred insights, facilitate workshops with stakeholders across business units, co-design creative solutions that span multiple channels (not just digital!), and bring recommendations to life with prototypes and compelling storytelling.

You do your best work when you are:

• Thoughtfully asking ‘Why?’ and helping others to question assumptions and biases.
• Collaborating with colleagues from multiple disciplines, working towards a common goal.
• Integrating multiple perspectives to create solutions that are more than the sum of their parts.
• Uncovering new ways to create value, through a combination of rigour and creativity.

Within 1 month, you’ll:

• Complete the short-term Onboarding experience, with support from your Onboarding Buddy.
• Learn the Service Innovation team’s value proposition and offerings, be able to describe them to others.
• Develop your First 90 Days Plan for learning, doing, and building your internal network.
• Suggest ideas from your past experiences that the team or the department could adopt to make us more effective.
• Shadow live project(s) and start to contribute while working closely with colleagues already on the project.

Within 3 months, you’ll:

• Complete the remainder of the Onboarding experience and execute your First 90 Days Plan.
• Identify your biggest strengths and which ones you want to teach and upskill the rest of the team on.
• Co-create your objectives with your manager, and develop a robust development plan, linked to your mid-to-long-term career goals.
• Develop a solid understanding of the business’ customers/clients, long term strategy, current priorities, and metrics and outcomes.
• Demonstrate use of key team best practices and tools, and participate in capacity planning
• Join an existing or new project as part of the Core Team and work independently with coaching and oversight from the Project Lead. Contributions could include: identify key opportunity areas through a combination of qualitative and quantitative factors; contribute to design research and synthesis of insights; design of journey maps, service blueprints and other artefacts that drive decision making.

Within 6 months, you’ll:

• Deepen your knowledge of the business, our clients and the most important outcomes and metrics, and be able to speak with credibility on these when talking to decision-makers.
• Start to identify potential opportunities where a build-test-learn approach could de-risk innovation efforts.
• Contribute to project selection and scoping.
• Potentially start your first project as a Project Lead (depending on project pipeline), and develop and manage project plans for small-to-medium-sized engagements, or lead a workstream within a more complex innovation project.
• Have several opportunities to lead the translation of insights or opportunities into tangible prototypes and testing plans.
• Have at least one opportunity to co-design future-state experiences and processes that deliver value for clients and our business.

Within 12 months, you’ll:

• Build a solid internal network with people who know what your unique value and superpowers are.
• Be a Project Lead on at least one engagement from start to finish.
• Experience both shorter sprint-style engagements, and longer end-to-end service design engagements or strategic projects.
• Adapt proven prototyping and testing methodologies from other contexts to our multi-channel environment, that can inform design choices and business decisions.
• Contribute to project implementations, including designing communication and training plans, or scaling up from experiments or pilots to full scale implementation.
• Ensure continual engagement of business partners and stakeholders and help them increase their human-centric decision making and develop their own build-test-learn capabilities over time.

What you bring to our multidisciplinary team:

• Demonstrated experience redesigning customer experiences and/or internal processes to deliver business impact and customer value.
• At least 2-4 years of experience in project-intensive role(s), including some experience working within industries/contexts that are complex and regulated (financial services or investment industry experience is definitely an asset, but not a requirement).
• Completion of a post-secondary degree or equivalent work experience (fields such as Industrial Design, Interaction Design, Graphic Design, or Service Design considered an asset but not a requirement)
• Proficiency with Microsoft Teams and Microsoft Office suite.
• Working knowledge of Mural, Miro, ClickUp, InVision, Figma, Sketch, or Adobe Creative Suite considered an asset.
• Being fluent in both English and French would be considered an asset but not a requirement. The current team conducts their day-to-day work in English.