Title: Service Designer - Journey Mapping

Location: Toronto, ON Hybrid (222 Jarvis St)

Mode: Contract

Must Haves -

• Excellent understanding of user research methods and their application in service design.
• Strong proficiency in service design tools and techniques (e.g., journey mapping, service blueprinting, personas).
• Expertise in creating and interpreting customer journey maps and service blueprints to visualize service interactions.

Nice to have:

• Certification in Design Thinking, Lean Six Sigma, or similar methodologies.

Responsibilities:

• Design and improve services that meet user needs, ensuring a seamless and holistic customer experience.
• Conduct user research and gather insights through interviews, surveys, and observations to understand pain points, expectations, and behaviors.
• Map out customer journeys, service blueprints, and workflows, identifying gaps and opportunities for improvement.
• Collaborate with cross-functional teams, including product management, UX/UI designers, developers, and marketing, to ensure cohesive service delivery.
• Facilitate workshops and co-design sessions with stakeholders to generate innovative solutions.
• Prototype and test service concepts, gathering feedback to iterate and refine the service design.
• Ensure alignment between business processes, technology, and customer experience by coordinating efforts across departments.
• Track and evaluate the performance of service changes through data analysis, user feedback, and KPIs.
• Act as a champion for service design principles, advocating for user-centered approaches and best practices.