Service Designer

About The Role

Working closely with the Senior Service Designer and the Director of Service Design:

• You will support diverse partners and stakeholders to design services and experiences in support of engaging client experiences.
• You will support internal partners to identify and reimagine how they might do better tomorrow than they are today through 1% Improvements in the client experience.
• You will support the design and facilitation of a range of workshops, ideation sessions and design sprints to engage employees and clients in improving the current status of ATB’s client experience.
• You will author various design artifacts such as concept storyboards, journey maps, service patterns and service blueprints to effectively institutionalize client-centric practices.
• You will understand the nature and pace of change as well as the related needs and behaviours of our clients, identifying potential opportunities and changes relevant to our business.
• You will analyze and synthesize insights from multiple sources of data, including observational interviews, qualitative research studies and direct user feedback.
• You will provide empathy and an unbiased viewpoint to all aspects of design work.
• You will support the growth of the Service Design practice across ATB, acting as an advocate for the practice and a passionate agent of change.

Accountabilities Of The Role

• Support ATB’s mindset shift to client-centricity.
• Work collaboratively with our client intelligence, team member enablement, and business partners to create experiences that align with organizational and business strategies.
• Create briefs, outline approaches, and processes that align with organizational, team and business goals for client-centric services for ATB.
• Facilitate workshops, planning sessions, and one-on-one sessions with stakeholders to ensure a collaborative approach to service design and delivery.
• Apply best practices, learned experience and research insights effectively.
• Translate early ideas into low-fidelity artifacts like empathy maps, client journey maps, and service blueprints.
• Engage team leaders and project teams on the service journey, selling new ideas, collecting feedback, keeping them informed on progress and collaborating on initiatives as required.
• Deliver projects that build confidence in the practice of service design that delivers value for our internal clients and ATB.

Requirements

• You have an established portfolio of projects demonstrating your expertise in design thinking and service design.
• You are skilled in a range of design methodologies such as journey mapping, service pattern and blueprint development, contextual interviews, ethnographic observation, etc.
• You are practiced in human-centered design methodologies and can demonstrate your success.
• You have the ability to tell the story of the service in a manner that connects with your audience.
• You have the ability to synthesize data and present insights toward meaningful outcomes.
• You demonstrate a positive and resilient personality; able to embrace feedback and have a desire for continuous improvement.
• You are comfortable working in a self-guided manner with the ability to prioritize tasks and manage your time efficiently.
• You deal well with ambiguity, taking smart and calculated risks and supporting others who do the same.
• You are able to prioritize and pivot in response to evolving business constraints.
• You are open, persuasive, engaging and love to have a good laugh.
• Post-secondary studies in Service Design, Information or Industrial Design, Behavioural Economics, Human Factors, Psychology or related fields are all welcome.