Service Designer

Here’s how

• Distilling and framing complex business and customer problems into well-defined research and design briefs
• Facilitating research initiatives including ethnographic research, personas, competitive analysis and other user research, and translating insights into actionable requirements
• Leading workshops, validation and usability testing of services throughout the design and development process
• Strategically handling multiple, concurrent projects to deliver customer insights, design concepts, prototypes and other deliverables
• Synthesizing and sharing findings, insights, and case studies that draw out themes, implications, and linkages with working group team members and executive audiences
• Working with internal partners across the service continuum, including Digital, Product & Services, Marketing, Business Customer Experience and beyond
• Promoting Service Design through sharing of case studies, standard methodologies and findings to build awareness and internal capabilities across TELUS

Qualifications

You’re the missing piece of the puzzle

• Known for your tight-knit teamwork and leadership skills, including leading cross functional teams
• With your focus on positive relationship building, you have a real passion for sharing knowledge and expertise to support the objectives and development of other team members
• With an ability to distill complex and/or ambiguous problems into clear, actionable plans, you’ll use your communication and presentation skills to convey a clear, concise, compelling messages
• Known for having the empathy to see things from the customer’s perspective and a focus on how every decision impacts the customer experience
• With a natural curiosity, eagerness to understand the “Why”, and keenness to learn from others

Great-to-haves

• 5 to 7 years of experience in service development or design
• 3 to 5 years of experience with executive presentation
• Experience synthesizing quantitative and qualitative data into actionable insights
• Experience building service design competencies in organizations

We want to work with people who:

• Share our passion for building capabilities in others and taking part in their success
• Thrive in an agile, lean and fast-paced environment
• Clearly see things from the perspective of our customers
• Are curious, experiment and never stop learning
• View collaboration as essential to your work
• Utilize the power of data to inform decisions
• Embrace diversity and new ideas