Senior Service Designer

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 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.

As oneaviso:

• We Care – Youdo the right thing forclients,partnersand colleagues. Youbuild trusted relationships,championservice excellence, andcontribute to a culture where people feel valued and supported
• We Dare –You challenge the status quo with bold ideasand fresh perspectives. Youembrace change, seek opportunities toinnovateand are comfortable exploring new ways of working
• We Share – Youcollaborate openlyand build meaningful relationships. Youseek outdiverse perspectives, share yourknowledgeand work together to helpcolleagues,clientsand partners succeed
• We Deliver – Youtake ownership of your work,honouryourcommitmentsand focus on delivering meaningful results.You hold yourself accountable and continuously look for ways to improve

What your day looks like:

• 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

Your experience and skills:

• 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 sen