Director, Service Design

*** Nous utilisons des
* * pour fournir des statistiques qui nous aident à vous offrir la meilleure expérience sur note site. Vous y trouverez des renseignements sur les témoins, ou vous pouvez les désactiver si vous préférez. Toutefois, en continuant d’utiliser le site sans modifier les paramètres, vous consentez à notre utilisation de
**** Lead the Service Design craft: codify standards for journey mapping, service blueprinting, systems mapping, experience principles, and measurement frameworks; steward craft excellence alongside peer Directors in Design Strategy and Quant/Qual Research.
* Coach and grow designers and researchers; institute critique rituals, mentoring, and learning pathways.
* Partner with Product Design to collaboratively develop low-fidelity and high-fidelity testable prototypes that make desirable future state journeys/ blueprints tangible and inspiring for business stakeholders.
* Work with cross-functional leaders in operations, marketing, the group benefits business, and AI to remove friction and enable journey orchestration at scale.
* 10+ years experience in Service Design roles within financial services, complex organizations, or regulated businesses.
* 5+ years leading teams and practices in complex environments (financial services preferred).
* Demonstrated expertise in service design, service blueprinting, systems mapping, and evidence-based‑ decision making‑ (quant + qual).
* Proven track record translating insights into implemented solutions—from pilots to scaled adoption—across digital and operational channels.
* Strong stakeholder leadership and the ability to influence senior leaders and align diverse teams around outcomes and metrics.
* Proven experience in or exposure to primary quantitative and qualitative research methods.
* Experience building business cases and DVF (desirability, viability, feasibility) analyses for and with business colleagues.
* Knowledge of and/or experience working in an insurance and/or group benefits business.
* UX or Product Design Experience or proven experience working alongside product designers is an asset.
* Experience in Futures and Foresight practice is an asset.
* Comfort using research platforms and survey/analytics tools for mixed methods‑ insight generation.
* Experience using AI in your own practice and curiosity/ enthusiasm for learning and growing in this area of your own practice.
#J-18808-Ljbffr