Senior Service Designer – Org Experience

We are seeking an experienced service designer to join our team and help scale up our Journey Management practice within the organizational experience space. This role offers an exciting opportunity to shape end-to-end user-centered design strategies and drive service innovation through thoughtful journey orchestration and development.

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 About the Role

As the Service Designer for Org Experience, you will play a crucial role in mapping and improving our customer journeys, working closely with design and product teams to inform decision-making and enhance user experiences. This remote-based position requires some in-office presence in Toronto for workshops and collaborative sessions.

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 Key Responsibilities

• Lead end-to-end service design activities, including research planning, journey mapping, blueprinting, and experience strategy.

• Help define and plan large, ambiguous initiatives, and align with senior stakeholders for buy-in.

• Facilitate workshops and stakeholder engagement to co-design solutions, gather insights, and align on key experience priorities.

• Develop prototypes, wireframes, and service blueprints to communicate concepts and validate solutions.

• Design and implement comprehensive customer journey strategies across all channels and touchpoints.

• Develop and track journey-specific KPIs and metrics to measure success.

• Orchestrate multi-channel customer experiences and communications.

• Build and maintain relationships with senior stakeholders across Product, Engineering, Sales, Customer Experience, and Design.

• Collaborate on usability testing and iterative improvements based on user feedback and performance metrics.

• Contribute to journey management governance and process frameworks to ensure quality and scalability across projects.

• Contribute to organizational product strategy and roadmap planning.

• Estimate work to be done and collaborate with key stakeholders during quarterly planning process.

• Work collaboratively with senior UX designer and senior product strategist.

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 Required Skills and Qualifications

• Proven Experience: Minimum of 3 years of experience in service design or journey management.

• Journey Management: Expertise in developing, mapping, monitoring and optimizing customer journeys.

• Research Planning & Execution: Expertise in developing comprehensive research plans, including defining research objectives, selecting appropriate methodologies, creating timelines, and research materials such as discussion guides. Ability to align research initiatives with journey goals and organizational priorities.

• Service Design: Expertise in blueprinting, prototyping, co-creating, validating and implementing service moments.

• Strategic Project Definition and Management: Capability to help define, plan and lead parts of large ambiguous initiatives.

• Strategic Thinking: Ability to translate business objectives and research findings into actionable insights for design, service and product strategy.

• Collaboration: Excellent interpersonal skills with the ability to work effectively with cross-functional teams.

• Communication: Strong verbal and written communication skills; strong facilitation skills, comfortable presenting to various levels of stakeholders.

• Tools Proficiency: Proficiency in Figma, FigJam & facilitation tools.

• Education: Bachelor's degree in Human-Computer Interaction, Psychology, Design, or a related field. Equivalent experience will also be considered.