Services Designer

Description de poste

Our growing team is looking for a talented Service Designer to enhance our growing AI Experience team, with a focus on improving customer experiences and agent journeys.

About the role

As a Service Designer, you will bring a human-centered approach to our services and experiences. Vous naviguerez dans le processus de conception, de la recherche et de la découverte à l’idéation, au prototypage et à la conception. Votre objectif sera de comprendre les besoins des entreprises et des utilisateurs, ainsi que d'analyser et d'optimiser les écosystèmes actuels, ce qui soutiendra l'amélioration de notre Contact Center as a Service (Ccass).

Reporting to the Manager, Design - AI Experience, your main responsibilities include leading the co-creative design process, developing actionable recommendations, producing CX / UX artifacts, conducting user research, designing workshops, and advocating for user-centricity across the organization.

What you'll do here :

• Define the long-term vision of the agent experience using methodologies like Design Thinking.
• Inform strategy and innovation efforts by providing insights into user and business needs through research.
• Synthesize data from multiple sources, translating insights into actionable recommendations / design.
• Lead user research including interviews, focus groups, and usability tests.
• Facilitate co-creation sessions and workshops with stakeholders and internal users.
• Develop narratives to communicate ideas, secure stakeholder buy-in and inspire teams.
• Develop prototypes to test and validate solutions.
• Create development plans for solutions, collaborating with UX and product designers.
• Support the implementation of new processes and journeys by providing guidance during the planning, development and deployment phases.
• Gather and analyze feedback post-implementation to measure the success of service design initiatives and identify areas for further improvement.
• Stay up to date with industry trends and emerging technologies to inform and inspire innovative service design solutions.

What you bring to the table :

• At least 5 years of experience in service design with strategic insights into experience design.
• Expert in producing design artefacts such as customer journeys, user personas and service blueprints.
• Analytical, curious, proactive, and comfortable with ambiguity in a self-directed culture.
• Expert in usability, process analysis, user-centered design, design thinking practices, and facilitation.
• Team player thriving in collaborative environments, with data analysis skills beneficial.
• Familiar with driving all phases of a design initiative, from discovery to implementation.
• Experience with design tools (E.g. Figma).
• Bilingualism (French and English) – Need to interact on a regular basis with colleagues across the country.
• No Canadian work experience required however must be eligible to work in Canada.

LI-Hybrid

What we offer

Our hybrid work model provides the balance between working from home and enjoying meaningful in-person interactions.

Working here means you'll be empowered to be and do your best every day. Here is some of what you can expect as a permanent member of our team :

• A financial rewards program that recognizes your success.
• An industry leading Employee Share Purchase Plan; we match 50% of net shares purchased.
• An extensive flex pension and benefits package, with access to virtual healthcare.
• Possibility to purchase up to 5 extra days off per year.
• An annual wellness account that promotes an active and healthy lifestyle.
• Access to tools and resources to support physical and mental health, embracing change and connecting with colleagues.
• A dynamic workplace learning ecosystem complete with learning journeys, interactive online content, and inspiring programs.
• Inclusive employee-led networks to educate, inspire, amplify voices, build relationships and provide development opportunities.
• Inspiring leaders and colleagues who will lift you up and help you grow.
• A Community Impact program, because what you care about is a part of what makes you different. And how you contribute to your community should be just as unique.

J-18808-Ljbffr