Senior Service Designer

We’re looking for a Senior service designer to join our growing team!

As a Senior service designer you will bring a human-centered approach to innovation. Your quest is to demystify complex problems to conceive and help bring to life delightful omnichannel experiences across customer journeys.

As a member of our Design Thinking team, you will be a custodian of customer journeys, helping identify opportunities that can elevate and transform our customer experiences.

Workplace: Toronto (700 University Avenue) or Montreal (2020 Robert-Bourassa)

What you’ll do here:

• Helping inform our strategy and innovation efforts by providing insights into the needs of our customers obtained through qualitative and quantitative research.
• Participating in qualitative user research: client and stakeholder interviews, focus groups, usability tests, diary studies, etc.
• Synthesizing data from multiple sources, translating research insights into actionable recommendations/design.
• Produce CX/UX artifacts such as customer journeys, user personas and service blueprints to create a shared understanding of the customer experience across all lines of business, brands and channels: print, phone, digital and in-person.
• Organize a range of ideation sessions and  co-creation workshops to engage employees and customers in designing customer-centric processes.
• Develop compelling stories and visual elements to communicate ideas, secure stakeholder buy-in and inspire teams at all levels, from peers to executives.
• Develop prototypes to test and validate solutions for refinement.
• Create clear solution development plans and collaborate with UX and product designers to support the roll-out of service design initiatives through experimentation, testing and refinement based on learnings.
• Empathize with stakeholders and customers as they move through the innovation journey and help them understand how to navigate divergent and convergent phases of development
• Advocating customer-centricity throughout the organization.

Qualifications

What you bring to the table:

• At least 3 years of experience in  omnichannel service design.
• Demonstrated experience with both quantitative and qualitative UX research methods: in-depth interviews, user testing, surveys, contextual inquiry, etc.
• A strong portfolio showcasing user-centered design solutions.
• Expertise in usability and user-centered design and design thinking practices.
• Excellent verbal communications, strong visualization skills to communicate design ideas.
• Experience with design tools (Sketch, Axure, InVision, Adobe Creative Suit, etc.) is an asset
• Bilingualism is an asset (English/French)
• Analytical, curious and creative.
• An strategic thinker who loves to solve complex problems and is able to zoom in and zoom out.
• Deeply passionate about design and the customer experience.
• A team player who thrives in a collaborative environment and can provide and receive constructive feedback.
• Proactive, comfortable working within a self-directed culture and navigating ambiguity.
• A patient listener, effective communicator, engaging presenter and compelling storyteller.
• Comfortable with interacting at different levels in the organization, from peers to senior management.