Service Designer Jobs

Description:

Hiring Manager: Product Design Director

Location Address: Work from Home – fully remote - option of going into office if they want to daily, or on a hybrid 1/week basis, or fully remote if they want to

Contract Duration: ASAP to Oct 31, 2023 – approx. 3 months

Possibility of extension & conversion to FTE

Number of Positions: 1

Schedule Hours: 9am-5pm EST/Toronto Time - Monday-Friday; standard 37.5 hrs/week

Reason: New Position

Role: Senior Service Designer

Story Behind the Need

Business group: International Banking - Enterprise Digital Banking Technology– Team for Caribbean that works on digital side for online and mobile banking, and provide digital flows to the customer to conduct online banking – platform maintained by this team for Caribbean countries

Project: Not assigned to a specific project; goal of this role is to map the entire user journey for digital products

As a Senior Service Designer, you will be responsible for helping see what is hidden in plain sight by mapping our end-to-end services and processes from the perspective of the customer and unearthing how they can be reimagined to better serve our customers digitally and beyond.

Candidate Value Proposition:

The successful candidate will have the opportunity to work on customer facing digital banking projects; they will be able to see value through customer feedback. It is also an opportunity to work for one of the big 5 Canadian Banks that has won many Digital Banking awards, and with a diverse and international team across the Caribbean, Canada, and Chile. They will be part of a great team culture, within a team works together well; gain exposure to different areas of the bank, not only in technology, but different product lines, vendors; there is a chance to explore interests and work towards them.

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.

Soft Skills Required:

• Demonstrates a positive and resilient personality; able to embrace feedback and have a desire

for continuous iteration and improvement.

• Comfortable working in a self-guided manner with the ability to prioritize tasks and manage own

time efficiently.

• Excellent leadership, communication and teamwork skills.

• Deals well with ambiguity, taking smart and calculated risks and supports others who do the same

• Effectively able to prioritize and pivot in response to evolving business constraints.

Education:

Post-secondary education in a field related to service design, human behavior, such as HCI, psychology, anthropology, sociology, communication, information science, media studies, computer science, or economics

Best VS. Average Candidate:

Leads activities to synthesize data and present insights toward meaningful outcomes; on top of having strong service designer experience working for complex multi-channel projects

Candidate Review & Selection

2 rounds – MS Teams Video Interview – 45 minutes each

1st round – with senior service designer

2nd round – with HM

Hiring Manager’s availability to interview: ASAP