Senior Service Designer

Aviso Wealth Inc.; Toronto; On-site; CAD 95,000 - 105,000; Full time

Benefits offered by this job

Competitive compensation package

Excellent health and dental benefits

Generous vacation and parental leave

Job summary

Aviso Wealth Inc. is seeking a Senior Service Designer to lead complex CX initiatives within the Client Experience team in Toronto.

You will manage a portfolio of strategic customer journeys, partnering with business leaders to align customer needs with organizational goals and to drive meaningful change. You will apply advanced design methods, facilitate executive stakeholder sessions, and mentor designers while shaping service design across the organization.

Qualifications

• A Bachelor's degree in Design, HCI, 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 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
• Advanced facilitation, consulting, storytelling, and executive presentation skills
• Proven experience influencing Director, VP, and senior leadership decision-making
• Fluent communication skills in English are required and bilingual skills in French are an asset
• Experience in the financial or wealth management industry is a plus

Responsibilities

• 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: coordinate 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 to build empathy and support senior-level decision-making
• Facilitate workshops and align senior stakeholders on CX priorities and investments: problem framing and design sprints, simulate new service experiences, lead feedback collection for pilots
• 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

Skills

Human-centered design

Systems thinking

Design thinking

Service design

Facilitation

Executive storytelling

Executive presentation

Cross-functional leadership

Stakeholder influence

English fluency

French beneficial

Portfolio evidence

Education

Bachelor's degree in Design, HCI, Human Factors, Psychology or related area

Graduate degree preferred

Tools

TheyDo

Dovetail

UserTesting

Figma

Miro

Dscout

Job description

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 www.aviso.ca.

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.

Asoneaviso:

• 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 toimprove

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 senior leadership decision-making
• Self-motivated, highly organized and confident working in a complex and dynamic organization
• Experience mentoring designers and contributing to practice development
• Fluent communication skills in English are required and bilingual skills in French are an asset
• Experience in the financial or wealth management industry is a plus

Why Aviso Wealth?

At Aviso Wealth, you will find a dynamic and inclusive culture that rewards innovation and celebrates success.
Here are a few things that set us apart:

• Competitive compensation package that rewards and recognizes individual contributions
• Excellent health, dental and insurance benefits to meet the diverse needs of our employees
• Generous vacation time, fitness benefit, parental leave top-up options
• Matching contributions to our retirement program
• Commitment to the continuous improvement of our staff through learning & development and an education assistance program
• Regular social events to foster teamwork

Your Information

By submitting your application, you consent to the collection, use, and disclosure of your provided personal information for the purposes of assessing your qualifications and suitability for employment with Aviso. Your information will be handled in accordance with applicable Canadian privacy laws, including thePersonal Information Protection and Electronic Documents Act (PIPEDA)and relevant provincial legislation. Your data may be shared with authorized personnel involved in the recruitment process and retained only as long as necessary to fulfill these purposes or as required by law.

Further information is available on the Privacy link on our Career Page – Privacy Policies

Equal Employment Opportunity

Aviso welcomes and encourages applications from all qualified individuals including persons with disabilities. If you require an accommodation, we will work with you to meet your needs in all stages of the hiring process.

We thank all applicants for their interest, however, only those selected for further consideration will be contacted.

No recruiters or agencies, please.

Company Overview:

Aviso is a leading wealth management and investment services provider for the Canadian financial industry, with approximately $145 billion in total assets under administration and management, and over 1,000 employees. We’re building a comprehensive, technology-enabled, client-centric wealth services ecosystem. Our clients include our partners, advisors, and investors. We’re a trusted partner for nearly all credit unions across Canada, in addition to a wide range of portfolio managers, investment dealers, insurance and trust companies, and introducing brokers. Our partners depend on Aviso for specific solutions that give them a competitive edge in a rapidly evolving, highly competitive industry. Our investment dealer and mutual fund dealer and our insurance services support thousands of investment advisors. Our asset manager, NEI Investments, specializes in investing responsibly. Our online brokerage, Qtrade Direct Investing®, empowers self-directed investors, and our fully automated investing service, Qtrade Guided Portfolios®, serves investors who prefer a hands-off approach. Aviso Correspondent Partners provides custodial and carrying broker services to a wide range of firms. We have offices in Toronto, Vancouver, and Montreal. Aviso is backed by the collective strength of our owners: the credit union Centrals, Co-operators/CUMIS, and Desjardins. We’re proud to power businesses that empower investors

A career with Aviso means being part of a group of talented, energetic professionals who live their values every day, and belonging to an organization dedicated to your success and career development. If you’re looking for interesting and challenging work, at a company committed to its people, apply to join our team.

Salary

This position is posted with an expected salary range of $95,000 - $105,000 CAD annually. Individual compensation packages are based on various factors unique to each candidate and the requirements of the position.