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Salary: CAD 95,000 - 105,000 / annual
Aviso is a leading Canadian wealth management and investment services provider with approximately $145 billion in total assets under administration and management. The company operates a technology-enabled, client-centric ecosystem serving credit unions, portfolio managers, investment dealers, insurance companies, and introducing brokers across Canada.
The Senior Service Designer will join the Client Experience team, reporting to the Director of Service Design. This is a strategic individual contributor role responsible for leading complex customer experience (CX) initiatives and managing a portfolio of strategic customer journeys across the organization.
Key responsibilities include:
- Leading complex, strategically important Service Design initiatives across priority journeys, business lines, or enterprise initiatives
- Designing and leading advanced discovery initiatives that address ambiguous business challenges, including coordinating participants, designing research plans, facilitating sessions, analyzing and synthesizing data, and uncovering strategic opportunities
- Translating complex evidence into compelling stories and strategic recommendations through service design artifacts such as vision statements, personas, ecosystem maps, experience maps, and service blueprints to support senior-level decision-making
- Facilitating workshops and aligning senior stakeholders on CX priorities and investments; leading experience feedback collection for product pilots
- Mentoring designers and cross-functional partners while providing strategic service design expertise across the organization
- Serving as a role model and advisor, elevating customer centricity, inclusive design, and design maturity across the organization
- Contributing to improvements in service design practices, standards, methodologies, and journey management capabilities
The role requires a trusted consultant who partners with business leaders to align customer needs, business priorities, and organizational goals. You will apply advanced design methodologies and systems thinking to guide cross-functional teams and influence decisions that improve customer and employee experiences.
Requirements:
- Bachelor's degree in Design, Human Computer Interaction, Human Factors, Psychology, or related field (graduate degree preferred)
- 6+ years of experience in Service Design, User Research, Design Strategy, or similar field
- Expert-level knowledge of human-centered design, systems thinking, design thinking, and service design
- Expertise in both fundamental and advanced service design methods (problem definition, vision-framing, co-design sprints, service prototyping) with a portfolio demonstrating measurable impact on customer, employee, or business outcomes
- Proficiency with journey management, insight management, and service design platforms (e.g., TheyDo, Dovetail, UserTesting, Figma, Miro, Dscout)
- Demonstrated ability to lead complex, cross-functional CX initiatives from discovery to implementation planning, shaping business decisions, product roadmaps, and service improvements
- Advanced facilitation, consulting, storytelling, and executive presentation skills
- Proven experience influencing Director, VP, and senior leadership decision-making
- Self-motivated, highly organized, and confident working in complex and dynamic environments
- Experience mentoring designers and contributing to practice development
- Fluent English communication skills required; bilingual French skills are an asset
- Experience in the financial or wealth management industry is a plus
