The posting
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 www.aviso.ca.
The Opportunity:
We're looking to fill an opening for a Service Designer to join our Experience team for 12 months.
Reporting to the Director, Service Design, the Service Designer is responsible for managing two customer journeys for one of Aviso’s lines of businesses. You are an influential storyteller who will work collaboratively across the organization to get buy-in on strategic changes and initiatives that will improve employee and customer experiences. You understand the business value of being customer-centric and apply design methodologies to identify problems, build empathy, and explore future state experiences.
As oneaviso:
- We Care – You do the right thing for clients, partners and colleagues. You build trusted relationships, champion service excellence, and contribute to a culture where people feel valued and supported
- We Dare –You challenge the status quo with bold ideas and fresh perspectives. You embrace change, seek opportunities to innovate and are comfortable exploring new ways of working
- We Share – You collaborate openly and build meaningful relationships. You seek out diverse perspectives, share your knowledge and work together to help colleagues, clients and partners succeed
- We Deliver – You take ownership of your work, honour your commitments and focus on delivering meaningful results. You hold yourself accountable and continuously look for ways to improve
What your day looks like:
- Act as the primary consultant for all Service Design initiatives for two product delivery squads, participating in problem definition, product planning, and management of two key client journeys for that line of business
- Lead end-to-end research initiatives to assess current state front and back-end experiences: coordinate participants, design research plans, facilitate sessions, analyze and triangulate data, define problems, and identify actionable insights
- Present research findings and insights to all levels of stakeholders in the form of design artifacts such as personas, ecosystem maps, summary videos, experience maps, and service blueprints
- Lead a cross-functional team of SMEs and decision-makers through the design exploration of future state recommendations: facilitate ideation and prioritization sessions, prototype and validate proof of concepts, and inform business planning of potential CX initiatives
- Contribute to optimizing service design operations (data repositories, participant management, templates, and tools) – pro-actively trying new and better ways of doing things.
- Play a key role in increasing customer centricity and design maturity across the organization
- Provide research and design subject matter expertise to other internal departments and external partners as required
Requirements
Your experience and skills:
- 5 – 7 years of experience in a Service Design, User Research, Design Strategy, or a similar field
- A Bachelor’s degree in Design, Human Computer Interaction, Human Factors, Psychology, or a related area is required. Graduate degree is preferred
- Subject matter expertise in user-centered design, design thinking, and service design is required
- Implementation of fundamental service design methods such as in-depth interviews, contextual inquiries, diary studies, job shadows, workshops, and concept testing – with a portfolio of case studies as proof
- Proficient with various design and research tools (e.g. TheyDo, Dovetail, UserTesting, Trend Watching, Figma, Miro , Dscout)
- Proven experience discovering, synthesizing and socializing actionable insights that have influenced business decisions and product roadmaps
- Strong consulting, storytelling and presentation skills
- Strong collaboration, influencing and stakeholder management at all levels, including leadership
- Self-motivated, highly-organized and confident working in a complex and dynamic organization
- Fluent communication skills in English are required and bilingual skills in French are an asset
- Experience in the financial or wealth management industry is a plus
Benefits
Why Aviso?
At Aviso, you will find a dynamic and inclusive culture that rewards innovation and celebrates success.
Your Information
By 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 the Personal 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 Policies
Equal Employment Opportunity
Aviso 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, Montreal, and Winnipeg. 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.
Salary
This position is posted with an expected salary range of $70- $75 CAD per hour. Individual compensation packages are based on various factors unique to each candidate and the requirements of the position.
