Manager, Service Design

Our Story & Purpose:

Were Vancity a member-owned credit union built on the principles of inclusion and social justice. Since 1946 our relentless commitment to these values has helped us challenge the status quo and break down barriers. Weve made bold commitments to become net-zero by 2040 across all mortgages and loans and were actively pursuing strategies in Indigenous banking and financial resilience for our members.

As the largest private sector Living Wage Employer in Canada were proud to be consistently recognized as one of the countrys Top Employers. If youre ready to join our team of 2300 diverse individuals access competitive rewards and benefits and be part of a greater movement - apply today!

Your Role in Supporting Our Members:

As the Manager Service Design you will play a critical leadership role in shaping influencing and improving endâtoâend member and employee experiences across Vancitys products services and channels. You will provide functional leadership for the service design practice across the organization applying humanâcentred design methodologies to understand member needs map journeys identify systemic pain points and design and test solutions that inform strategic priorities at both the lineâofâbusiness and enterprise level.

Operating in an environment where service design maturity varies you will require the ability to meet teams where they are adapt approaches accordingly and translate service design concepts into clear practical language. You will build credibility through action demonstrate the value of service design in real organizational contexts and leads complex crossâfunctional work to ensure services are intentionally designed aligned and scalable. This is a senior managerâlevel individual contributor role with accountability for practice leadership quality and maturity and is expected to evolve into a people leadership role as the capability grows.

This is a Fullâtime Permanent role based at our Vancity head office and will report directly to the Director Member Experience Strategy and Design. While this position provides a hybrid work arrangement you will be expected to be onâsite for events and business demands.

How Youll Make an Impact

• Leading and coaching service designers in prioritizing projects and day-to-day work setting practice standards and influencing how design is applied to projects based on Vancity our division and departments strategies.
• Leading cross-functional work in partnership with each line of business and key stakeholders to intentionally design and align all parts of a service to ensure the overall member and employee experience is seamless efficient and valuable.
• Leading complex highâimpact service design initiatives personally driving work where ambiguity risk or strategic importance is highest
• Owning and leading the design of end-to-end member and employee journeys using service design tools such as journey mapping service blueprints prototyping and workshop facilitation.
• Translating strategic priorities into operational goals and milestones that improve member and employee experience advocating on their behalf.
• Translating enterprise and line of business strategies into service design priorities roadmaps operational goals and measurable outcomes
• Applying humanâcentered design methodologies to uncover member and employee needs through qualitative and quantitative research balancing member desirability technical feasibility regulatory requirements and business viability
• Identifying systemic experience issues and opportunities across journeys channels operations and touchpoints while anticipating downstream impacts
• Leading and facilitating complex crossâfunctional design workshops to align diverse stakeholders around shared outcomes
• Establishing experience and operational success metrics to evaluate impact and inform decisionâmaking
• Providing functional leadership for the service design practice by setting standards guiding quality advising senior leaders and contributing to governance and future capability growth
  
  

What Youll Bring to the Team:

• Bachelors degree in Design (Service Design CX/UX) Business Marketing Psychology or a related field or equivalent experience
• 15 years of experience in service design customer experience UX or a related discipline
• Proven experience delivering complex endâtoâend service design initiatives in large regulated or highly complex environments
• Deep expertise in service design tools and methodologies including journey mapping service blueprints personas and prototyping
• Demonstrated ability to lead through influence mentor other designers and guide crossâfunctional partners
• Strong research and analytical skills with the ability to synthesize qualitative and quantitative data into actionable insights
• Exceptional facilitation communication and stakeholder management skills including engagement with senior and executive leaders
  
  

Extra Skills That Set You Apart:

• Experience in financial services or another regulated industry
• Background in change management and embedding design practices within organizations
• Experience with CX measurement frameworks such as NPS CES CSAT and operational metrics
  
  

Youll Thrive Here If You Are:

• Strategic able to connect enterprise strategy to systemâlevel service design outcomes.
• Influential capable of shaping decisions and direction without formal authority.
• Resilient comfortable navigating ambiguity complexity and organizational change.
• Analytical skilled at seeing the bigger picture while understanding operational implications.
• Memberâcentred committed to designing fair accessible and meaningful experiences.
  

We value lived experience so if you are interested in this role we encourage you to apply even if you feel your skills dont perfectly align with those listed.

What Youll Earn:

This role offers a salary range of$108500 to $127000 per annum. The base pay offered may vary depending on factors such as relevant qualifications skills previous experience and internal equity. As part of our total rewards package employees may also be eligible for our annual incentive program subject to program eligibility requirements.

Why Youll Love Working Here:

A career at Vancity is more than just a job youre joining a tradition of change-makers who are creating lasting change for our communities. Beyond base pay we offer a comprehensive total rewards package to ensure our employees are empowered to thrive:

• Living Wage Employer: Were the largest private-sector Living Wage Employer in Canada and consistently ranked among Canadas Top Employers.
• Customizable Benefits: Permanent employees receive flexible benefit packages that can be tailored annually to meet evolving needs.
• Generous Vacation: New employees start with 3-4 weeks of vacation per year with additional days earned over time.
• Extra Stat Holidays: In addition to BCs 11 statutory holidays we offer 2 extra days plus care days for personal or family illness.
• Immediate Health Coverage: Health and dental benefits begin on your hire date with three levels of coverage to choose from.
• Defined Benefit Pension: Our retirement plan provides a guaranteed income for life recognizing that retirement looks different for everyone.

Vancity Talent Programs:

Vancity supports an inclusive hiring process for candidates who self-identify as Indigenous Black or Trans. With special permission from the BC Human Rights Commissioner this initiative provides access to career development opportunities prioritized job screening and feedback. Any information you choose to share will be stored securely and used only for recruitment and career development connected to this initiative in line with the BC Personal Information Protection Act (PIPA). For details please see our dedicated Talent Programs job posting.

At Vancity were committed to creating a welcoming and inclusive workplace to help our people and communities thrive and prosper. Diversity in our workforce is integral so that we can truly represent understand and respond to our community needs and deliver on our member experience.

We are also committed to an inclusive barrier-free and accessible recruitment experience for all candidates. If you require any accommodations or support at any stage of the recruitment process (including the application stage) we encourage you to let us know by contacting our Talent Acquisition team at Were here to work with you to ensure your needs are met promptly and effectively. All requests will be handled with the utmost respect and confidentiality so you can participate fully in the process.

Required Experience:

Manager