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Senior Service Designer at Aviso Wealth — Toronto Hybrid
Lead strategic service design and customer experience initiatives at Aviso Wealth, a Canadian wealth management provider. Drive discovery, journey design, stakeholder alignment, and service design practice maturity.
विवरण
- Own complex, high-priority service design programs spanning customer journeys, business lines, and enterprise initiatives
- Plan and direct advanced discovery work for ambiguous business and customer challenges
- Organize research participants, develop study plans, facilitate sessions, interpret findings, and identify strategic opportunities
- Turn complex research and business evidence into persuasive narratives, recommendations, and service design deliverables
- Develop vision statements, personas, ecosystem maps, experience maps, and service blueprints
- Run workshops that align senior stakeholders around customer experience priorities and investment decisions
- Lead problem-framing activities and design sprints
- Prototype prospective service experiences and oversee feedback gathering for product pilots
- Shape the direction of future-state customer and service experiences
- Coach designers and cross-functional collaborators
- Act as a strategic service design advisor across the organization
- Advance customer-centricity, inclusive design, and organizational design capability
- Help strengthen service design practices, standards, methods, and journey management capabilities
आवश्यकताएँ
- Bachelor’s degree in design, human-computer interaction, human factors, psychology, or a related discipline
- At least six years of experience in service design, user research, design strategy, or a comparable field
- Expert command of human-centered design, systems thinking, design thinking, and service design
- Advanced capability with service design methods such as problem definition, vision framing, co-design sprints, and service prototyping
- Portfolio demonstrating measurable effects on customer, employee, or business outcomes
- Proficiency with journey management, insight management, and service design tools including TheyDo, Dovetail, UserTesting, Figma, Miro, and Dscout
- Proven ability to lead complex, cross-functional customer experience initiatives from discovery through implementation planning
- Advanced facilitation, consulting, storytelling, and executive presentation abilities
- Track record of influencing decisions by directors, vice presidents, and other senior leaders
- Experience mentoring designers and helping develop design practices
- Fluent English communication skills
- French proficiency is an asset
- Background in financial services or wealth management is a plus
लाभ
- Competitive compensation package recognizing individual contribution
- Comprehensive health, dental, and insurance coverage
- Generous vacation allowance
- Fitness benefit
- Parental leave top-up options
- Employer matching contributions to the retirement program
- Learning and professional development opportunities
- Education assistance program
- Regular social events
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