Director, Service Design

This is a fully remote position, open to applicants in Canada.

📋 Description

• Develop current-state and future-state services utilizing service blueprints, journey maps, and ecosystem diagrams.

• Facilitate discovery sessions and workshops to identify customer needs, operational limitations, and gaps in service performance.

• Convert research findings into service concepts, guiding principles, and design suggestions.

• Collaborate on solutions with interdisciplinary teams in design, technology, delivery, and operations.

• Establish service requirements that link experience design to changes in processes, policies, and technology.

• Evaluate and enhance service concepts through pilots, prototypes, and iterative feedback mechanisms.

• Assist in transitioning to operational teams by providing documentation, success metrics, and implementation support.

• Assess service outcomes and pinpoint areas for ongoing improvement.

⛳️ Requirements

• Demonstrated experience in service design, experience design, or a related field.

• Proven track record in developing service blueprints, journey maps, and system-level design documents.

• Experience in conducting and synthesizing qualitative research methodologies.

• Background in engaging with large customer groups and organizing events.

• Experience in hospitality, facilities management, and corporate real estate services.

• Ability to work effectively with cross-functional teams in design, technology, and operations.

• Practical experience in implementing new systems and processes within distributed environments, engaging multiple senior executive stakeholders.

• Strong capability to document decisions, assumptions, and outcomes in a structured manner.

• Preferred: experience in designing services for large, complex, or enterprise-level environments.

• Preferred: knowledge of IT-enabled or technology-supported services.

• Preferred: experience collaborating with UX, research, and business strategy professionals.

• Preferred: background in human-centered design or systems thinking methodologies.

• Preferred: formal education or certification in service design, design strategy, or related disciplines.

🏝️ Benefits

• Discretionary annual bonus program based on performance.

• Medical and dental insurance.

• Disability benefits.

• Retirement savings plans.

• Paid leave.

• Paid time off.

• Be Well programs that promote financial, mental, physical, and social well-being.

• Customized development goals and ongoing feedback.

• Learning opportunities and certifications with Microsoft, Google, and Amazon.

• Coaching and practical experiences.

• Flexible and supportive culture that is friendly to hybrid work arrangements.