Senior Designer De Services

Senior Service Designer – Omnichannel Journeys (Telephony, Digital and AI)

Our growing team is looking for a Senior Service Designer – Omnichannel Journeys (Telephony, Digital and AI). We collaborate to deliver seamless digital experiences for our customers. And this includes voice interactions, the focus related to this role. We're on the hunt for a talented senior service designer to enhance our growing UX Research team, now becoming UX research and Service design team.

About you: As a Senior Service Designer, you will help us in our omnichannel transformation, including assisting with the implementation of new Customer Contact as a Service software featuring cutting edge telephony and bot capabilities.

You will navigate the internal processes from centralization of information, mapping of current process/experience, identify pain points and design the future proofed customer journey involving voice interaction across our touchpoints. You'll act as a true pioneer to understand business and user needs as well as analyzing and optimizing current ecosystems involved into the integration of Google as our Contact Center as a Service (CCaaS).

What you'll do here:

• Map existing service journeys and identify opportunities for improvement by analyzing current state processes and solutions.
• Identify and assess how vendor and in-house capabilities can enhance service capabilities and improve customer, broker and employee journeys.
• Facilitate workshops and co-design sessions with stakeholders to generate ideas and build consensus on new target states.
• Envision and design innovative service experiences that enhance user satisfaction and operational efficiency.
• Support the implementation of new processes and journeys by providing guidance during the planning, development and deployment phases.
• Gather and analyze feedback post-implementation to measure the success of service design initiatives and identify areas for further improvement.
• Stay up to date with industry trends and emerging technologies to inform and inspire innovative service design solutions.

What you bring to the table:

• At least 6 years of experience in service design with strategic insights into experience design.
• Expert in producing design artefacts such as customer journeys, user personas and service blueprints.
• Analytical, curious, proactive, and comfortable with ambiguity in a self-directed culture.
• Expert in usability, process analysis, user-centered design, design thinking practices, and facilitation.
• Team player thriving in collaborative environments, with data analysis skills beneficial.
• Familiar with driving all phases of a design initiative, through discovery > design > implementation.
• Experience with design tools (E.g. Figma).
• For candidates located in Quebec, bilingualism is required considering the necessity to interact on a regular basis with English-speaking colleagues across the country.
• No Canadian work experience required however must be eligible to work in Canada.

What we offer:

• A financial rewards program that recognizes your success
• An industry leading Employee Share Purchase Plan; we match 50% of net shares purchased
• An extensive flex pension and benefits package, with access to virtual healthcare
• Flexible work arrangements
• Possibility to purchase up to 5 extra days off per year
• An annual wellness account that promotes an active and healthy lifestyle
• Access to tools and resources to support physical and mental health, embracing change and connecting with colleagues
• A dynamic workplace learning ecosystem complete with learning journeys, interactive online content, and inspiring programs
• Inclusive employee-led networks to educate, inspire, amplify voices, build relationships and provide development opportunities
• Inspiring leaders and colleagues who will lift you up and help you grow
• A Community Impact program, because what you care about is a part of what makes you different. And how you contribute to your community should be just as unique.

We are an equal opportunity employer. At Intact, our Value of respect is founded on seeing diversity as a strength. We strive to create an accessible workplace where employees feel valued, included and encouraged to share their unique perspectives. We encourage applications from individuals who are members of equity-deserving groups, including but not limited to women, Indigenous peoples, persons with disabilities, Black people, and members of the 2SLGBTQI+ community. As part of Intact's commitment to reconciliation, we acknowledge that we work, meet and travel across the land currently called Canada, originally inhabited by First Nations, Metis and Inuit people. This history extends through many centuries and continues to evolve today. We have policies to ensure equal access and participation for people with disabilities, including providing workplace adjustments (accommodations). A copy of applicable policies is available on request. If we can provide a specific adjustment to make the recruitment process more accessible for you, please let us know when we reach out about a job opportunity. We'll work with you to meet your needs.