Senior Service Designer: Cx Strategy Leader

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
.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.As one aviso:We Care – Youdo the right thing forclients,partnersand colleagues. Youbuild trusted relationships,championservice excellence, andcontribute to a culture where people feel valued and supportedWe Dare –You challenge the status quo with bold ideasand fresh perspectives. Youembrace change, seek opportunities toinnovateand are comfortable exploring new ways of workingWe Share – Youcollaborate openlyand build meaningful relationships. Youseek outdiverse perspectives, share yourknowledgeand work together to helpcolleagues,clientsand partners succeedWe Deliver – Youtake ownership of your work,honouryourcommitmentsand focus on delivering meaningful results.You hold yourself accountable and continuously look for ways toimproveWhat your day looks like:Lead complex and strategically important Service Design initiatives across priority journeys, business lines, or enterprise initiativesDesign 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 opportunitiesTranslate 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-makingFacilitate 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 directionMentor designers and cross-functional partners while providing strategic service design expertise across the organizationServe as a role model and advisor, elevating customer centricity, inclusive design and design maturity across the organizationContribute to and help lead improvements to service design practices, standards, methodologies, and journey management capabilitiesYour experience and skills:A Bachelor's degree in Design, Human Computer Interaction, Human Factors, Psychology or related area. Graduate degree preferred6+ years of experience in a Service Design, User Research, Design Strategy, or similar fieldExpert-level knowledge of human-centered design, systems thinking, design thinking, and service design is requiredExpertise 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 outcomesProficient 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 improvementsAdvanced facilitation, consulting, storytelling, and executive presentation skillsProven experience influencing DIrector, VP, and senior leadership decision-makingSelf-motivated, highly organized and confident working in a complex and dynamic organizationExperience mentoring designers and contributing to practice developmentFluent communication skills in English are required and bilingual skills in French are an assetExperience in the financial or wealth management industry is a plusWhy 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 contributionsExcellent health, dental and insurance benefits to meet the diverse needs of our employeesGenerous vacation time, fitness benefit, parental leave top-up optionsMatching contributions to our retirement programCommitment to the continuous improvement of our staff through learning & development and an education assistance programRegular social events to foster teamworkYour InformationBy 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 PoliciesEqual Employment OpportunityAviso 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.SalaryThis 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.
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