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About the Role
We're looking to fill an opening for a Senior Service Designer to join our Client Experience team. Reporting to the Director, Service Design, the Senior Service Designer is responsible for leading complex CX initiatives and managing a portfolio of strategic customer journeys across Aviso. You are a trusted consultant who partners with business leaders to align customer needs, business priorities and organizational goals to drive meaningful change. You apply advanced design methodologies and systems thinking to uncover opportunities, guide cross-functional teams, and influence decisions that improve customer and employee experiences.
Responsibilities
- Lead complex and strategically important Service Design initiatives across priority journeys, business lines, or enterprise initiatives
- Design and lead advanced discovery initiatives that address ambiguous business challenges: co-ordinate participants, design research plans, facilitate sessions, analyze and synthesize data, and uncover strategic opportunities
- Translate complex evidence into compelling stories, strategic recommendations and service design artifacts such as vision statements, personas, ecosystem maps, experience maps, and service blueprints to build empathy and support senior-level decision-making
- Facilitate workshops and align senior stakeholders on CX priorities and investments: facilitate problem framing and design sprints, simulate new service experiences, lead experience feedback collection for product pilots and inform future state experience direction
- Mentor designers and cross-functional partners while providing strategic service design expertise across the organization
- Serve as a role model and advisor, elevating customer centricity, inclusive design and design maturity across the organization
- Contribute to and help lead improvements to service design practices, standards, methodologies, and journey management capabilities
Requirements
- A Bachelor's degree in Design, Human Computer Interaction, Human Factors, Psychology or related area. Graduate degree preferred
- 6+ years of experience in a Service Design, User Research, Design Strategy, or similar field
- Expert-level knowledge of human-centered design, systems thinking, design thinking, and service design is required
- Expertise in both fundamental and advanced service design methods such as problem definition, vision-framing, co-design sprints, and service prototyping – with a portfolio showing measurable impact on customer, employee or business outcomes
- Proficient with journey management, insight management and service design platforms (e.g. TheyDo, Dovetail, UserTesting, Figma, Miro, Dscout)
- Demonstrated ability to lead complex, cross-functional CX initiatives from discovery to implementation planning, shaping business decisions, product roadmaps and service improvements
- Advanced facilitation, consulting, storytelling, and executive presentation skills
- Proven experience influencing DIrector, VP, and senior leadership decision-making
- Self-motivated, highly organized and confident working in a complex and dynamic organization
- Experience mentoring designers and contributing to practice development
- Fluent communication skills in English are required and bilingual skills in French are an asset
- Experience in the financial or wealth management industry is a plus
Skills
- Human-centered design
- Systems thinking
- Design thinking
- Service design
- Problem definition
- Vision-framing
- Co-design sprints
- Service prototyping
- Journey management
- Insight management
- Facilitation
- Consulting
- Storytelling
- Executive presentation
- English communication
- French communication
Location
- Toronto
- Vancouver
- Montreal
Work Type
- Full-time
Experience Level
- Senior
- 6+ years of experience
Education Level
- Bachelor's degree in Design, Human Computer Interaction, Human Factors, Psychology or related area
- Graduate degree preferred
Salary/Compensations
- $95,000 - $105,000 CAD annually
Benefits
- Competitive compensation package
- Excellent health, dental and insurance benefits
- Generous vacation time
- Fitness benefit
- Parental leave top-up options
- Matching contributions to our retirement program
- Commitment to the continuous improvement of our staff through learning & development
- Education assistance program
- Regular social events
About the Company
- Aviso is a leading wealth management and investment services provider for the Canadian financial industry, with approximately $145 billion in total assets under administration and management, and over 1,000 employees.
- We’re building a comprehensive, technology-enabled, client-centric wealth services ecosystem.
- Our clients include our partners, advisors, and investors.
- We’re a trusted partner for nearly all credit unions across Canada, in addition to a wide range of portfolio managers, investment dealers, insurance and trust companies, and introducing brokers.
- Our partners depend on Aviso for specific solutions that give them a competitive edge in a rapidly evolving, highly competitive industry.
- Our investment dealer and mutual fund dealer and our insurance services support thousands of investment advisors.
- Our asset manager, NEI Investments, specializes in investing responsibly.
- Our online brokerage, Qtrade Direct Investing®, empowers self-directed investors, and our fully automated investing service, Qtrade Guided Portfolios®, serves investors who prefer a hands-off approach.
- Aviso Correspondent Partners provides custodial and carrying broker services to a wide range of firms.
- We have offices in Toronto, Vancouver, and Montreal.
- Aviso is backed by the collective strength of our owners: the credit union Centrals, Co-operators/CUMIS, and Desjardins.
- We’re proud to power businesses that empower investors.
- A career with Aviso means being part of a group of talented, energetic professionals who live their values every day, and belonging to an organization dedicated to your success and career development.
- If you’re looking for interesting and challenging work, at a company committed to its people, apply to join our team.
Equal Opportunity
- Aviso welcomes and encourages applications from all qualified individuals including persons with disabilities. If you require an accommodation, we will work with you to meet your needs in all stages of the hiring process.
- We thank all applicants for their interest, however, only those selected for further consideration will be contacted.
- No recruiters or agencies, please.