Senior Service Designer: CX Strategy Leader

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 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.