Senior Experience Design/Service Designer Consultant to support large business transformation initiative related Claims and championing customer experience

Our Vancouver Client is seeking a Senior Experience Design/Service Designer Consultant to support large business transformation initiative related Claims and championing customer experience. - 0130607

1 Year contract to start, possibilities of extensions; Location: Richmond, up to 5 days a week in the office with the occasional ability to work from home.

Must Have:

• 7+ years directly related experience with Experience/service design on a large-scale business transformation project
• Experience preparing journey maps, empathy maps, and other artifacts to identify pain points and work to understand the ‘why’ behind those pain points to make recommendations on how to best improve the experience
• Experience with Design, conduct, and analyze design research data (Qualitative research skills) to drive key insights to inform strategies
• Research - Qualitative research experience conducting user testing, content testing, in-depth-interviews, focus groups, etc, as well as qualitative and quantitative data analysis
• Stakeholder Management - Build effective relationships while working in cross-functional teams and manage stakeholder effectively through fostering collaboration and communication
• Storytelling - tell persuasive narratives visually on PowerPoint and verbally
• Project management - coordinating and managing multiple projects
• Master’s degree in business administration, Market Research, Psychology, Behavioral Science/Insights, Cognitive Science, or another Social Science, or similarly related field.

Responsibilities

Lead Design Vision

• Spearhead the development of customer-centric, impactful experiences (both digital and non-digital) that drive business transformation and align with organizational goals.
• Leads the development of human-centered design solutions, both online and offline, that balances the needs and preferences of the end user with organizational and departmental goals of the business. This includes collaborating with cross-functional teams to create seamless, user-friendly experiences across all touchpoints.

Translate Research into Action

• Analyze research findings, user feedback, and market data, translating insights into actionable design solutions that resonate with both stakeholders and employees.
• Collects and analyzes research findings and user feedback to help our business partners better understand the needs and behaviours of the people they serve. This includes translating insights into clear, actionable recommendations that will help clients build meaningful and effective strategies to serve their target audience.

Stakeholder Collaboration

• Work closely with senior leadership and business partners, providing clear, persuasive arguments for design strategies and challenging assumptions when necessary to ensure optimal outcomes.

Champion the customer

• Strongly advocates for the customer, ensuring their needs are understood by clients and prioritized in brainstorming sessions. This includes taking the initiative to speak up in meetings and challenging assumptions in the effort to drive meaningful discussions and decisions that lead to stronger solutions.

Influence Across Teams

• Present ideas confidently, communicate complex concepts in simple terms, and challenge status quo to push the business toward innovative and effective design solutions.
• Uses visual storytelling techniques to communicate research insights and design solutions in a compelling and effective manner.

Drive Business Impact

• Create experiences that not only satisfy customer needs but also deliver measurable improvements in business outcomes, such as improved responsiveness.

Iterative Design & Feedback

• Lead the iterative design process, gathering feedback and refining solutions to ensure they are scalable, sustainable, and aligned with business goals.
• Participates in and occasionally leads service and experience design activities, including client workshops, user interviews, and creative brainstorms.

Bravery & Ownership

• Embrace a proactive, fearless attitude in decision-making and speaking up in senior-level meetings, even when offering counter perspectives or new ideas.

Cross-Functional Collaboration

• Collaborate with cross-functional teams including product, marketing, and tech to ensure cohesive implementation of experiences that meet business and customer objectives.

Measure and Optimize

· Continuously measure the success of customer experiences post-launch, using data to make recommendations for optimization and future improvements.