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Director of Journey Design

2 months ago

Toronto, Ontario, Canada Mediabistro Full time
Job Description:

We are seeking a highly skilled Director of Journey Design to join our team. As a key member of our Client Experience Office, you will be responsible for leading the design of exceptional client experiences across our products, services, and channels.

Key Responsibilities:
  • Lead the identification, collection, and analysis of key data and insights to prioritize journeys and interactions across various channels
  • Accountable for providing CX Journey and service design expertise to define the experience for these journeys, influencing planning, design, and measurement activities
  • Partner deeply with Product and Business to define short-term and long-term CX roadmaps that identify key changes required to deliver the target client experience and measurable business and client outcomes
  • Create new and leverage existing service design tools to build a comprehensive view of current and future state experiences
  • Collaborate with Product, Technology, and Data to connect client-facing touchpoints with back-end capabilities to support design, development, and delivery phases
  • Define and uphold the North Star for "One Sun" client journeys across the organization
  • Facilitate and connect the design and development of various features/functions into experience-level programs at a journey level; working closely with UX and Marketing to bring these experiences to life
  • Inform and influence annual planning and roadmaps through an expert knowledge of client needs, market trends, and business strategy
  • Advocate and be a champion for Client Experience across the organization
Requirements:
  • 7+ years' experience in journey design, service design, product strategy, or a closely associated field
  • Post-secondary education in Marketing, Business, or Design-related field
  • Experience leading and managing teams responsible for journey design and delivery of omni-channel Client Experience, while working directly with clients
  • Strong understanding and proven track record of driving measurable CX and business outcomes with the following:
    • Human-Centered Design (HCD) and Design thinking approaches that drive both client and business outcomes.
    • Various service design methods and tools, including future state CX and journey design, concept and storyboarding, iterative prototyping based on client feedback, CX canvas, and opportunities roadmaps
    • Leveraging CX-related analytics, data sources, and measurements to identify opportunities and track impact
  • Expert collaboration skills, working with various levels of stakeholders and partners to take action; includes executives, product leaders, business, and development teams.
  • Strong communication skills with the ability to influence and impact decision-making
  • A demonstrated record of driving business results and organizational change through CX Strategy and service design
  • Financial services industry experience is preferred
  • Operation or Process Engineering background is preferred
What We Offer:
  • A friendly, collaborative, and inclusive culture
  • Work-life balance by scheduling your day around your priorities and having more time to spend on the important things
  • Joining a reputable organization with over 150 years of history
  • Great Place to Work Certified for Most Trusted Executive Team in Canada and 2023
  • Great Place to Work Certified for Best Workplaces in Canada and 2022
  • Great Place to Work Certified for Best Workplaces for Women in Canada - 2024
  • Great Place to Work Certified for Best Workplaces in Ontario - 2023
  • Great Place to Work Certified in Canada in Financial Services and Insurance - 2023
  • Flexible hybrid work model