Senior Designer de services
Job Description
Description
About the role
Our growing team is looking for a Senior Service Designer – Omnichannel Journeys (Telephony, Digital, and AI).
About Us
We collaborate to deliver seamless digital experiences for our customers, focusing on voice interactions in this role. We’re seeking a talented senior service designer to enhance our UX Research and Service Design team.
About you
As a Senior Service Designer, you will help us in our omnichannel transformation, including implementing new Customer Contact as a Service software with advanced telephony and bot capabilities.
You will map current processes, identify pain points, and design future-proof customer journeys involving voice interactions across touchpoints. You’ll act as a pioneer to understand business and user needs, analyzing and optimizing ecosystems involved in integrating Google Contact Center as a Service (CCaaS).
What you’ll do here :
- Map existing service journeys and identify opportunities for improvement.
- Assess how vendor and in-house capabilities can enhance service and improve customer, broker, and employee journeys.
- Facilitate workshops and co-design sessions with stakeholders.
- Envision and design innovative service experiences to enhance satisfaction and efficiency.
- Support the implementation of new processes and journeys.
- Gather and analyze feedback post-implementation for continuous improvement.
- Stay updated with industry trends and emerging technologies.
What you bring to the table :
- At least 6 years of experience in service design with strategic insights.
- Expertise in creating customer journeys, personas, and service blueprints.
- Analytical, curious, proactive, and comfortable with ambiguity.
- Proficiency in usability, process analysis, user-centered design, and facilitation.
- Ability to work collaboratively, with data analysis skills beneficial.
- Experience driving all phases of design initiatives: discovery, design, and implementation.
- Experience with design tools like Figma.
- For candidates in Quebec, bilingualism in English and French is required.
- No Canadian work experience required, but must be eligible to work in Canada.
What we offer
- Hybrid work model balancing remote and in-person work.
- Recognition programs, including Employee Share Purchase Plan with 50% match.
- Extensive benefits including flexible pension, virtual healthcare, and flexible work arrangements.
- Additional days off and wellness programs.
- Resources for physical and mental health, learning, and community engagement.
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Company
Intact Financial Corporation
Location
Toronto
Country
Canada
Salary
125.000
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