Service Designer

Scotiabank’s Digital Banking Organization has a clear and well-supported mandate to transform the way banking technology is delivered, by reimaging the customer experience, fostering innovation to deliver new digital value propositions, and enabling our teams to drive significant changes across the organization and for our customers. As a Service Designer you will be responsible for helping Scotiabank see what is hidden in plain sight by mapping our end-to-end services and processes from the perspective of the customer and unearthing how they can be reimagined to better serve our customers digitally and beyond.

Is this role right for you? In this role, you will:

• Work with diverse partners & stakeholders to design services and experiences, as well as the internal processes, policies and programs that support them, in support of seamless customer experiences.
• Applies knowledge of human needs and how they can be mapped back to organizational systems and processes
• Contributes insights into what makes processes bad and experiences awful for our customers, always operating constructively toward defining positive alternatives
• Translate complex systems into compelling stories, communicating in a credible and engaging manner to meaningfully stretch people’s thinking and reconstruct longstanding operating models
• Deliver and design a range of workshops, ideation sessions and design sprints to engage employees and customers in designing customer-centric processes
• Applies skills in various design tools such as journey maps, service patterns and service blueprints to effectively institutionalize customer-centric practices
• Understand the nature & pace of change in a specific market as well as the related needs and behaviours of our customers, identifying potential opportunities and channels relevant to our business
• Analyze and synthesize insights from multiple sources of data, including observational interviews, qualitative research studies and direct user feedback.
• Provide empathy and an un-biased viewpoint to all aspects of design work.
• Support the growth of the Service Design practice across Scotiabank, acting as an advocate for the practice and a passionate agent of change.
• Participate in a collaborative, innovative, challenging and supportive team environment

Do you have the skills that will enable you to succeed? We’d love to work with you if you have:

• 2+ years experience in service design, business design or a closely related field
• Post-secondary education in a related field
• Demonstrates a proven track record of consulting successfully on large and complex multi-channel projects
• Skilled in a range of design methodologies such as journey mapping, pattern and blueprint development, contextual interviews, ethnographic observation, diary studies, design workshops, landscape reviews, trend analysis, etc.
• Sound understanding of information architecture and systems thinking as they apply to the design of a service
• Proven ability to synthesize data and present insights toward meaningful outcomes.
• Demonstrates a positive and resilient personality; able to embrace feedback and have a desire for continuous iteration and improvement.
• Comfortable working in a self-guided manner with the ability to prioritize tasks and manage own time efficiently.
• Excellent leadership, communication and teamwork skills.
• Deals well with ambiguity, taking smart and calculated risks and supports others who do the same.
• Effectively able to prioritize and pivot in response to evolving business constraints.
• Open, persuasive, engaging and love to have a good laugh.
• A background in Fintech or other financial related products is an asset.
• Mastery of Adobe Creative Suite is an asset; including the ability to build your own design artifacts such as personas, journey maps, reports, etc.
• French and/or Spanish proficiency considered an asset

Is this role right for you? In this role, you will:

• Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems, and knowledge.
• Produces compelling, data-informed designs to illustrate concepts iteratively through sketches, site maps, conceptual diagrams, presentation design, user flows, wireframes, high fidelity mock-ups and prototypes, with a high degree of attention to detail and an eye toward keeping up with and experimenting with new visual design trends.
• Holds the product output to a high standard, envisioning multiple alternative patterns to solve a single design problem, and sweating the details, by asking for feedback and pushing the work until all the details are addressed. synthesizing research outcomes into viable product experiences.
• Provide detailed specifications for software developers, exercising a high level of technical acuity with a thorough understanding of front-end technologies, factoring into the work limitations and constraints, while knowing when to push the boundaries.