Service Designer

As ATB’s next Service Designer, you will be responsible for helping ATB see what is hidden in plain sight by supporting teams to improve experiences for clients. With a focus on making marginal gains in our service delivery from the perspective of the client, you will work with teams to reimagine experience to better serve our clients.

About the Role:

• Working closely with the Snr. Service Designer and the Director of Service Design:
• You will support diverse partners and stakeholders to design services and experiences in support of seamless client experiences.
• You will support internal partners to identify and reimagine how they might do better tomorrow than they are today through marginal gains 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 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.