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Job Description
What is the Opportunity?
The Insights and CX Design Strategy team at RBC Insurance is looking for a CX Designer (Senior Manager) to join us! You will visualize client journeys and concepts in partnership with design strategists and design researchers, and you will support the adoption of new experiences for RBC insurance. In this role, you will report into the Director of Insights and Client Experience Design Strategy, and you will be responsible for supporting and assisting the CX Design Strategy team to build out a robust client experience design practice in a highly agile, fast-paced and innovative capacity.
Your imaginative approaches to user-centered design principles and strategic thinking skills, will produce high-quality visuals from ideation, conception to execution. You are passionate about translating strategic decisions and opportunities into visual concepts, maps and stories. This could mean helping the team create and document ‘experience maps’ to illustrate how our customers navigate through various journeys, bring to life concepts (from ideation to low-fidelity prototypes) or communicate key insights to business partners. We need your visual power to create infographics to help bring consumer insights or data to life. It is a task that will be made easier by the fact you will be collaborating with a top-notch team of CX strategists and researchers following a shared vision. You will also be working closely with our digital design and the product team.
What will you do?
- Design and facilitate visioning and experience mapping (journeys, blueprints) sessions using mapping techniques to identify pain points, channel transition points, and moments of truth in collaboration with Design Strategists to map ideal client experience
- Produce/oversee the production and iteration of maps and summaries to share findings
- Set the standards for experience maps across Insurance and be the owner of all Insurance experience maps
- Collaborate with our core team to determine best methods of communicating insights, developing concepts, CX guidelines, and outputs of Design Strategy projects
- Develop communications standards and templates for key communications artifacts, documents and alignment tools central to the CX Strategy processes, e.g. client journey maps, blueprints, systems diagrams, infographics, reports, summary of insights, presentations & templates
- Create and design templates on PowerPoint, word and other relevant software
- Create wireframes and prototype ideas and concepts
- Design, polish and continually refine key communications artifacts
- Constantly explore ways to translate strategic business decisions into visual maps and concepts, create a more cohesive story and enhance usability
- Be up to date with latest trends in design and communications
- Proficiency in design tools such as Figma, Mural, Adobe Creative Suites
What do you need to succeed?
Must-Have
- Minimum 5 years experience as a designer (preferably in brand / communications / product design / innovation)
- Portfolio that includes a mix of journey maps, experience maps, service blueprints, presentations and intranet / web based design samples
- Post-secondary Diploma or Degree in Design, (e.g. interaction, graphic, visual communications, product, industrial), HCI, Service Design, or a related field
- Solid knowledge of Adobe Creative Suite (Photoshop, Illustrator, InDesign, PDF) and presentation software such as PowerPoint, Figma, KeyNote and MURAL
- Strong understanding of design principles (typography, grid systems, visual hierarchy, colour, white space, etc.)and methodologies, and knowledge of user-centred design
- Excellent communication skills – verbal and written
What’s in it for you?
We thrive on the challenge to be our best, progressive thinking to keep growing, and working together to deliver trusted advice to help our clients thrive and communities prosper. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.
- An opportunity to lead, collaborate, impact and influence
- Work in a dynamic, collaborative, progressive and high performing culture
- Excellent career development and progression opportunities
- A comprehensive Total Rewards Program including bonuses, eligibility for stock and flexible benefits
RBC Insurance is an organization that succeeds by bringing out the best in its people. You’ll be part of a supportive, inclusive team that shares common values – including a fundamental respect for each other. At the heart of this is a commitment to diversity. RBC respects and responds to the many competing and evolving priorities in our lives – so you can focus on what you can do best – putting clients first
Job Skills
Customer Experience Mapping, Customer Journey Mapping, Decision Making, Design Concepts, Experience Design, Experience Maps, Graphic Design, Product Development Methodology, Prototyping, System Designs, System Mapping, User Experience (UX) Design, User Experience (UX) Research, User Interface (UI) Design, Visual Communication Design, Visual DesignAdditional Job Details
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Inclusion and Equal Opportunity Employment
At RBC, we embrace diversity and inclusion for innovation and growth. We are committed to building inclusive teams and an equitable workplace for our employees to bring their true selves to work. We are taking actions to tackle issues of inequity and systemic bias to support our diverse talent, clients and communities.
We also strive to provide an accessible candidate experience for our prospective employees with different abilities. Please let us know if you need any accommodations during the recruitment process.
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Expand your limits and create a new future together at RBC. Find out how we use our passion and drive to enhance the well-being of our clients and communities at jobs.rbc.com.
