Service Designer (12 Month Contract) - Tangerine

Requisition ID: #

Tangerine is Canada’s leading direct bank. We offer flexible and accessible banking options, innovative products, and award-winning Client service. The reason why Tangerine employees come to work each day is to help Canadians live better lives. We focus on making a difference in our communities, and that includes our own internal community. It’s important to us that our employees feel empowered and enthusiastic about belonging to our Orange culture.

As Canada’s leading digital bank, Tangerine technology is at the heart of everything we do. We have redefined what digital banking is, and we continue to evolve to tackle any opportunity and face every challenge through progressive technology and the power of collaboration.

Do you like new challenges? Are you ready to reach new heights in your career and become part of an established disruptor? If so, come join us and help redefine the Canadian banking landscape!

Are you a design researcher with a passion for strategic thinking? Do you want to ensure that the business makes decisions based on having the Client at the heart of everything we do? Are you driven to make things simpler, more intuitive and more innovative? Do you have a need to understand what’s under the hood? Are you daring when it comes to thinking differently and effectively challenging other perspectives? Are you able to take complex business problems and create elegant solutions and strategies to address those problems? Do you want to help Tangerine become a more Client-centric organization, and drive innovation for the next generation of banking for both end users and internal teams? In this role, we are looking for people with vision and energy to help us in our quest to change the future of banking.

What you will be doing:

1. Lead projects from initial research and documentation to the development of insights, hypotheses, maps and problem statements to deliver strategic roadmaps for the business.
2. Apply a range of quantitative and qualitative research methods with creativity, edge, and critical thinking; research methods may include observations and in-depth interviewing, diary studies, card sorting, click tracking, surveys and data mining.
3. Synthesize findings into insights that underline client behaviour and needs in order to inform corporate strategy, product design, product development, and marketing decisions.
4. Collaborate and influence other leads (Product, Product Design, Scrum, Marketing, Data, Contact Centre etc) to evaluate concepts and monitor the implementation so solutions remain client-centric.
5. Summarize findings, insights, and recommendations using great storytelling and visuals to create engaging presentations for various teams and levels of management.
6. Use systems thinking and a holistic mindset to find patterns and links across projects for strong strategic recommendations.
7. Own the mapping and maintenance of end to end customer experience journeys.
8. Mentor a team of analysts and service designers by asking thought-provoking questions to elevate their human-centered and strategic approach in understanding problems and opportunities.
9. Verify that the work of analysts and service designers meet requirements and standards and support the team to bring a uniform approach to reporting and sharing insights.
10. Work with the team to evolve and innovate the service design practice at Tangerine and act as the main point of contact for customer insights.
11. Support the other functions including Customer Experience Strategy and Voice of the Customer by documenting annual research findings to develop a vision and roadmap for Tangerine’s future initiatives.
12. Contribute to the development of the team’s annual priorities aligned to the bank’s purpose and goals.
13. Identify ways to maximize the CX Strategy team’s impact in the business.
14. Advocate for the Client voice and educate the Bank on the service design practice and value to foster an empathetic culture for both EX and CX.

Is this role right for you?

In this role, you will:

1. Be an integrative thinker with top-notch problem solving and strategic thinking skills.
2. Have the ability to self-direct and navigate ambiguity with confidence.
3. Identify the best approach depending on project objectives, scopes and constraints.
4. Be an effective communicator with strong stakeholder management skills: ability to nurture relationships with internal teams and vendors, with the ability to persuade and tailor storytelling by audience.
5. Clearly communicate evidence-based recommendations.
6. Have a passion for observations, unpacking and solving complex systems problems.
7. Be a strong cross-functional collaborator; welcome feedback and see team problem-solving as a natural part of the creative process.
8. Have a strong desire to work with colleagues to coach and develop the skills of your team.
9. Possess a resilient personality, accepting and incorporating feedback and demonstrating a constant desire to iterate.
10. Exhibit excellent time-management skills and the ability to work simultaneously across several projects.

Do you have the skills that will enable you to succeed in this role? We'd love to work with you if you have:

1. Bachelor's Degree, related to psychology, anthropology, design, or innovation.
2. 5-7 years work experience or equivalent combination of education and experience in design research, service design, CX strategy, innovation strategy, or closely related field.
3. 3+ years experience applying Design Thinking principles.
4. 3+ years experience in an agile environment.
5. 2+ years experience in Service Design.
6. Working knowledge of user interface best practices for web, mobile, tablet sites and apps.

Location(s): Canada : Ontario : Toronto

At Tangerine we value the unique skills and experiences each individual brings to the team, and are committed to creating and maintaining an inclusive and accessible environment. If you require accommodation during the recruitment and selection process, please let our Recruitment team know.