Service Designer (12-Month Contract)

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 a Service Designer you will play a critical role in shaping and improving endâtoâend member experiences across channels products and services. You will apply humanâcentered design methodologies to understand member and employee needs map journeys identify pain points and design solutions that align with Vancitys goals. Working crossâfunctionally with lines of business and key stakeholders you will intentionally plan and organize service components - including people propositions and processes - to improve employee experiences and deliver seamless efficient and valuable experiences for our members.

This is a Full-time Temporary 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 on-site for events and business demands.

How Youll Make an Impact:

• Creating and planning service design blueprints to optimize business resources and create efficient processes for staff and members
• Supporting lines of business key stakeholders and business units as a design thinking expert
• Researching optimal processes and generating differentiated journeys that help achieve Vancitys goals
• Using tangible data elements and success metrics to support decisions and proposed solutions
• Partnering with business units and teams to implement new and improved processes
• Discovering and synthesizing member and employee needs through qualitative and quantitative research including interviews usability testing and surveys
• Leading and facilitating humanâcentered design workshops coâcreation prototyping testing and refinement of endâtoâend experiences
• Working crossâfunctionally to align people props and processes to ensure experiences are seamless across all touchpoints
• Contributing to service design standards templates and toolkits while supporting design operations and governance
• Mentoring junior designers and exploring emerging practices such as AI and omnichannel service models to strengthen design maturity
  
  

What Youll Bring to the Team:

• Bachelors degree in Design (Service Design CX/UX Design) Business Marketing Psychology or a related field or equivalent experience
• Minimum of 5 years of experience in service design customer experience UX or a related field
• Demonstrated experience delivering endâtoâend service design projects in complex environments
• Strong knowledge of service design tools and methodologies including journey mapping service blueprints personas and prototyping
• Proven research and analytical skills with the ability to interpret qualitative and quantitative data and generate actionable insights
• Strong facilitation communication and relationshipâbuilding capabilities

Extra Skills That Set You Apart:

• Experience in financial services or another regulated industry
• Certification in HumanâCentered Design or Design Thinking
• Experience in change management and embedding design practices within organizations
  
  

Youll Thrive Here If You Are:

• A leader Motivating and supporting others while advancing the vision and mission of the organization.
• Deeply empathetic Appreciating the humanity and nuance in every member and colleague interaction.
• Highly resilient Navigating ambiguity and change while keeping the broader organizational context in mind.
• A skilled critical thinker Managing complexity with a systems mindset and comfort with ambiguity.
• A relationship builder Building trust through clear communication genuine connection and shared success.

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$86400 to $101600 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:

IC