Senior Service Designer

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We look forward to hearing from you!

Position Highlights

The Customer and Channel Strategy department is seeking a highly skilled Senior Service Design Advisor. The ideal candidate will provide expertise in initiatives leveraging service design. This role focuses on ensuring services are designed with the customer in mind and how we might improve their experience.

We are looking for a skilled professional with experience in the following areas:

• Creating Service Design artefacts: Develop service design artefacts such as detailed customer journey maps, service blueprints, personas, and others to design and evaluate new services or service improvements.

• Facilitating workshops: Facilitate workshops to gather feedback and gain alignment from stakeholders. Workshop objectives usually include setting future visions for services and capturing current state views to identify opportunities for improvement.

• Interpreting & integrating research insights: Leveraging, analyzing, and interpreting research insights from the CX research and analytics teams to guide design decisions, ensuring service solutions are fulfilling customer needs and addressing pain points.

          Note: This position will not be involved in conducting customer facing research but will support minor research efforts as needed.

• Collaborating with stakeholders: Be the “voice in the room” for service design and customer experience, consulting with other departments on CX best practices, identifying potential issues with proposed service designs, refine and make related design recommendations.

This position collaborates with the CX Research & Insights team, Digital Analytics team, CX Journey Managers, Project Managers, Product Managers, UX Designers, Digital Content Advisors, and other project team members to deliver optimal customer experiences.

In this position, you will support the Manager, Service Design and establish service design thinking within the team, projects, and the organization.

Position Requirements

• In-depth knowledge and experience within a relevant service design discipline, such as Systems Design, Business Design, Interaction Design, Business Administration, UX.

• 3+ years human-centered service design experience including experience facilitating groups through activities to document services and gather service requirements.

• Extensive experience developing and validating customer journey artifacts (customer journey maps, service blueprints, etc.) in a service design environment.

• Excellent communication skills, verbal and written – experience planning and facilitating workshops and supporting briefings to senior leadership.

• Knowledge of business requirements gathering, business process analysis, research method.

• Experience developing / working within public sector programs and governance structures.

• Passion for producing high-quality and engaging deliverables.

• Proven ability to collaborate effectively across disciplines.

• Nice to have: an experience with strategy and project management.

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About us: 

At ICBC, it’s our job to make sure the car insurance system works for all British Columbians, today and in the future. If you want to make the most of your skills and expertise while growing your career, we want you. A career at ICBC is an opportunity to be part of a talented, diverse and inclusive team that is driven to serve its customers and community. You can expect a competitive salary, comprehensive benefits and a collaborative work environment. If you are reliable and dependable, contact us today to be part of our talented and diverse team as we work together to create an insurance system we can all be proud of.

Work arrangements defined: 

• Hybrid 8 – you will work a minimum of 8 days in a 4-week period at your primary office headquarters (typically 2 days per week). The remaining days will be remote within British Columbia. 

ICBC provides comprehensive benefit coverage to all eligible employees including a defined benefit pension plan and 4 weeks’ vacation, plus 3 Wellness Days per year.

• Three options available for your health and dental coverage

• Employee and Family assistance program (wellness support)

• Basic group life insurance

• Voluntary group life insurance

• Critical Illness insurance

• Sick leave plan – 100% of pay for a period of a maximum of 8 weeks

• Long term disability plan

• Pension plan – defined benefit pension plan that pays a benefit to you or your beneficiary upon termination, death, or retirement.

Our values guide how we interact with customers, stakeholders, partners, and each other. They shape our decisions and create a culture where employees feel inspired and empowered to do their best work

• Collaborative: We include different perspectives to reach our common goals.

• Supportive: We seek to understand to meet diverse and evolving needs.

• Straightforward: We simplify the complex to make things easier.

• Knowledgeable: We gain knowledge through experience and learning to make informed decisions

We invite you to apply today and find out why employees recommend ICBC to their friends and family as an excellent place to work. We value and seek to maintain an environment of Collaborative, Supportive, Straightforward, and Knowledgeable team. Come join us at one of BC’s Top Employers!

Only candidates legally entitled to work in Canada will be considered for this position.

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