Senior Service Designer Jobs

Typical Day in Role:

• Work with diverse partners & stakeholders to design services and experiences, as well as the internal processes, policies and programs that support them, in support of seamless customer experiences.

• Applies in-depth knowledge of human needs and how they can be mapped back to organizational systems and processes

• Defines insights about what makes processes bad and experiences awful for our customers, always operating constructively toward recommending positive alternatives

• Designs and delivers end-to-end projects, managing stakeholders, schedules, and deliverables

• Translate complex systems in compelling stories, communicating in a credible and engaging manner to meaningfully stretch people’s thinking and reconstruct longstanding operating models

• Look at platforms and interactions with back-end contact centers etc.; map entire journey of how CC personal information is put in for example; uses knowledge of entire ecosystem to provide recommendations to simplify flow/processes

• Accountable for delivery and design of a range of workshops, ideation sessions and design sprints to engage employees and customers in designing customer-centric processes

• Highly skilled in various design tools such as journey maps, service patterns and service blueprints to effectively institutionalize customer-centric practices

• Have specialized skills and experience in the nature & pace of change in a specific market as well as the related needs and behaviours of our customers, identifying potential opportunities and channels relevant to our business

• Apply expertise to the analysis and synthesis of multiple sources of data, including observational

interviews, qualitative research studies and direct user feedback.

• Provide empathy and an un-biased viewpoint to all aspects of design work.

• Contribute to the growth of the Service Design practice across Scotiabank, acting as an advocate for the practice and a passionate agent of change.

• Participate actively in a collaborative, innovative, challenging and supportive team environment.

Candidate Requirements/Must Have Skills:

1) 8+ years’ experience in service design, business design or a closely related field

2) 5+ years’ demonstrated experience in consulting successfully on large and complex multi-channel projects

3) 8+ years’ of demonstrated experience showcasing expertise in design methodologies such as journey mapping, pattern and blueprint development, contextual interviews, ethnographic observation, diary studies, design workshops, landscape reviews, trend analysis, etc.

4) 8+ years’ experience to demonstrate thorough knowledge of information architecture and systems thinking as they apply to the design of a service

*REQUIREMENT: Candidate should have an online portfolio ready for viewing - please provide the link

Nice-To-Have Skills:

1) Bilingual in Spanish

2) Background in Fintech or other financial related products is an asset

3) Mastery of Figma is an asset; including the ability to build your own design artifacts such as personas, journey maps, reports, etc.