Senior Customer Experience Design Manager (Cx)

Location: BC (Vancouver-GVA), AB (Calgary/Edmonton) and ON (Toronto - GTA)
Job Type: Full Time
myWork Options: In-person, Hybrid
Starting Salary Range: $106,800
Background Screening Requirement:

Enhanced Criminal Record Check (every 5 years)

Credit Check (every 5 years)

Social Media Check (every 5 years)

Identity Verification

Education Verification

Employment Verification

References

What's the job?
As a member-centric design practitioner, you will partner with internal stakeholders across the organization, demonstrating the value of Experience Design while ensuring that end-to-end experiences and associated design concepts are created based on insights and support the execution of the corporate strategy.
Reporting to the Director, Member Experience Design, the Senior Member Experience Design Manager is a collaborative leader who will promote and advance the practice of Experience Design throughout Coast Capital.
Drawing on best practices in service design (SD) and user Experience Design (UX), the successful candidate will be responsible for planning and leading all aspects of design projects focused on understanding and fixing end-to-end experiences based on an assigned portfolio of customer journeys.
What you'll get to do:

Contributes to project scoping conversations and creates and builds end-to-end project plans in consultation with internal stakeholders

Prepares and manages detailed work plans

Leads the day-to-day implementation of design projects and initiatives

Participates in the management and promotion of the Coast Capital Journey Management system through day-to-day project work

Acts as a subject matter expert in service design, journey mapping, co-design and prototyping areas.

Stays on top of and appropriately draws upon best practices in human-centred design

Learns new design software and tools to support day-to-day design work as required

Coaches peers on key aspects of human-centred design (e.g., how to create a journey map or do research synthesis)

Plans, manages and facilitates remote, in-person and asynchronous member and internal stakeholder workshops (e.g., alignment, validation sessions, co-design workshops etc.)

Plans, manages and visualizes a variety of strategic design artifacts, including journey maps, service blueprints, user flows, and personas intended for a variety of audiences, including operational and implementation teams and senior executives.

Upload design assets to the Journey Management platform using the standardized workflow and taxonomy.

Plans and presents design concepts, research insights and strategies to a variety of stakeholders across the organization

Plans and oversees the execution and synthesis of secondary research activities, including desk research, literature reviews, and service audits.

Creates and implements research synthesis strategies (e.g., affinity mapping and thematic analysis) to code data and identify relevant user insights, pain points and opportunities

Creates detailed digital and analogue design prototypes and documentation (e.g., web interfaces, business models, service concepts, value propositions, and sketches) using a variety of design tools, including Sketch, Adobe Creative Suite, Figma, Confluence, Miro

Collaborates across teams and departments to socialize work, seek out feedback, and assess the feasibility of concepts

Who are we looking for?

Bachelor's Degree/Specialized Certification in Service Design, Industrial Design, Business, or related field

A minimum of 7+ years experience working in service design, Experience Design, CX strategy, and product strategy in an agency, in-house environment, or a closely related field is required.

A detailed portfolio of previous design projects that demonstrates a deep understanding of how to improve end-to-end experiences.

An understanding of the nuances of the financial services sector and the unique regulatory requirements faced by credit unions would be an asset, as well as an understanding of the concept of Journey Management.

Demonstrated track record of planning and leading complex design projects from beginning to end that involve multiple stakeholders

Strong oral, written, and visual communication skills, with an ability to prioritize relevant information and tailor it to the level and experience of the audience

Deep understanding of service design and human-centred design methodologies and techniques, with a particular emphasis on the technical aspects of implementation

Ability to lead and conduct member-facing qualitative research confidently and professionally

Excellent critical thinking skills needed to synthesize information and research into compelling storytelling artifacts

A visual thinker who can communicate ideas to audiences in an empathic and user-friendly format

Skilled at producing high-quality and detailed design artifacts such as journey maps, service blueprints, and personas

Capable of building 2D, 3D, and 4D experience prototypes using a variety of industry platforms and software, including Figma and Adobe Creative Suite

Organized and capable of facilitating workshops with confidence

Skilled at quickly learning new programs to support day-to-day work, providing clear and insightful feedback to designers of differing skill levels, and justifying design decisions with evidence

A self-directed leader who is calm under pressure and can exercise sound judgment in ambiguous situations

An empathic team player who proactively builds relationships with colleagues and can influence outcomes across the organization

A systems thinker who can connect the dots across bodies of work, parts of the organization, and strategic priorities

Problem solver who is resourceful, action-oriented, and skilled at navigating conflicts that arise in self-organizing teams

Organized and detail-oriented

Tenacious and persistent when it comes to getting work done - even under challenging circumstances

Committed to the principles of equity, diversity, and inclusion

Equity, Diversity & Inclusion at Coast Capital
Don't meet every single requirement? At Coast Capital, we believe everyone has potential. We are committed to building better, brighter, more inclusive futures for everyone - including our employees. We see the potential in our employees to achieve amazing things and want to invest in your future. If you're excited about this career opportunity and your experience may not perfectly align with every qualification in this job posting, we still encourage you to apply. You may be just the right candidate for this or other opportunities at Coast Capital.
At Coast Capital, we are committed to equity, diversity and inclusion. We strongly encourage applications from Indigenous Peoples, Black, and racialized persons, persons with disabilities, people of diverse sexual and gender identities and women. We value applicants who have demonstrated a commitment to equity, diversity and inclusion and recognize that diverse perspectives, experiences and expertise benefit of our employees, our members, and our community.
We strive to provide an accessible candidate experience for our candidates with different abilities. If you require any accommodations, please contact accessibility@coastcapitalsavings.com or call 778-391-5836. We will work with you to meet your needs.

Why join Coast Capital Savings?

Purpose is our North Star. We look at everything through our purpose. It informs the advice we provide our members, the experiences and products we create, and the programs we build to support our employees and communities.

Committed to inclusion and engagement. We have an ongoing focus on equity, diversity, and inclusion and routinely track how we're doing, and what we need to do to keep improving. We foster a culture where everyone can feel safe to be who they really are and thrive.

A career that grows with you. We believe in developing our people and promoting from within. Many employees have spent decades, and sometimes their entire careers, with Coast Capital and have progressed from the frontlines to senior leadership.

Work where you're most effective. In 2020 the world changed, and that includes how we work. In response to COVID-19 we launched myWork, which gives employees flexibility in where they work based on the nature of their role.

Benefits that flex to the needs of you and your family. We offer comprehensive, customizable benefits for you and your family, so you can choose what fits best for you and your lifestyle.

Retirement options. We also take care of our employees once they retire. That's why we offer the choice of a defined contribution or defined benefit pension plan or RSP's.

Mortgage and auto financing benefits. Employees save thousands on their mortgages and auto loans with best-in-category benefits.

Real Recognition. We recognize excellence throughout the year, through an online community that lets employees give kudos and thanks throughout the year. We're human, which means we like to have fun with events, celebrations, and recognition throughout the year.

An award winning culture. We're a Platinum member of Canada's Best Managed Companies and are regularly recognized by Canada's Most Admired Corporate Cultures and the BC Top Employers Awards.

We reinvest 10% back into the community. When we do well, our communities do well. That's why since 2000 we've invested over $90 million into our member's communities.

Double your impact. Through our employee volunteer program, Coast Capital donates $10 for every hour you volunteer to a Canadian charity or non-profit of your choice.

D&I at Coast At Coast Capital, we value diversity, equity and inclusion. We're not all the same and we like it that way. We don't just accept differences - we celebrate, support, and we thrive on them for the benefit of our employees, our members, and our community. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills.

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