Service Designer, Temporary

Aviso:

At Aviso, we are dedicated to improving the financial well-being of Canadians. As a leading wealth management organization, we are committed to leadership, innovation, partnership, responsibility, and community. Working with talented and energetic professionals who exemplify our values every day, you will quickly notice that our people and dynamic ‘oneaviso’ culture sets us apart. If you are looking for interesting and challenging work, at a company committed to its people, find out more about what Aviso has to offer at

The Opportunity:

We're looking to fill an opening for a Service Designer to join our Experience team for 12 months.

Reporting to the Director, Service Design, the Service Designer is responsible for managing two customer journeys for one of Aviso’s lines of businesses. You are an influential storyteller who will work collaboratively across the organization to get buy-in on strategic changes and initiatives that will improve employee and customer experiences. You understand the business value of being customer-centric and apply design methodologies to identify problems, build empathy, and explore future state experiences.

As one aviso:
We Care – Youdo the right thing for clients,partners and colleagues. Youbuild trusted relationships,champion service excellence, and contribute to a culture where people feel valued and supported

We Dare –You challenge the status quo with bold ideasand fresh perspectives. You embrace change, seek opportunities toinnovateand are comfortable exploring new ways of working

We Share – You collaborate openlyand build meaningful relationships. Youseek out diverse perspectives, share yourknowledgeand work together to help colleagues,client sand partners succeed

We Deliver – Youtake ownership of your work,honouryourcommitmentsand focus on delivering meaningful results.

You hold yourself accountable and continuously look for ways toimprove

What your day looks like:
Act as the primary consultant for all Service Design initiatives for two product delivery squads, participating in problem definition, product planning, and management of two key client journeys for that line of business

Lead end-to-end research initiatives to assess current state front and back-end experiences: coordinate participants, design research plans, facilitate sessions, analyze and triangulate data, define problems, and identify actionable insights

Present research findings and insights to all levels of stakeholders in the form of design artifacts such as personas, ecosystem maps, summary videos, experience maps, and service blueprints

Lead a cross-functional team of SMEs and decision-makers through the design exploration of future state recommendations: facilitate ideation and prioritization sessions, prototype and validate proof of concepts, and inform business planning of potential CX initiatives

Contribute to optimizing service design operations (data repositories, participant management, templates, and tools) – pro-actively trying new and better ways of doing things.

Play a key role in increasing customer centricity and design maturity across the organization

Provide research and design subject matter expertise to other internal departments and external partners as required

Your experience and skills:
5 – 7 years of experience in a Service Design, User Research, Design Strategy, or a similar field

A Bachelor’s degree in Design, Human Computer Interaction, Human Factors, Psychology, or a related area is required. Graduate degree is preferred

Subject matter expertise in user-centered design, design thinking, and service design is required

Implementation of fundamental service design methods such as in-depth interviews, contextual inquiries, diary studies, job shadows, workshops, and concept testing – with a portfolio of case studies as proof

Proficient with various design and research tools (e.g. They Do, Dovetail, User Testing, Trend Watching, Figma, Miro , Dscout)

Proven experience discovering, synthesizing and socializing actionable insights that have influenced business decisions and product roadmaps

Strong consulting, storytelling and presentation skills

Strong collaboration, influencing and…