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Title:  Service Designer, Digital Factory




Requisition ID: 67462


At Scotiabank Digital Factory, the reach and opportunity of a global organization meets the passion and drive of a startup. Reinvention starts here—and it starts with you.

We believe that the pathway to success is paved with user feedback, so we’re constantly asking our customers how they want to bank. When we find an opportunity to make things people will love, we assemble teams of specialists to collaborate in Digital Factories in Canada, Chile, Mexico, Peru, and Colombia. We work fast, and we work smart. Join us to create meaningful experiences and build the bank of tomorrow for our customers around the world.

If you’d like to learn more about the Digital Factory workspace, our Digital Banking career opportunities, Communities of Practice, and open source projects, check out our microsite:


As a Service Designer, you will be responsible for helping Scotiabank see what is hidden in plain sight by mapping our end-to-end services and processes from the perspective of the customer, and unearthing how they can be reimagined to better serve our customers digitally and beyond.
Is this role right for you?
•    You will work with diverse partners & stakeholders to design services and experiences, as well as the internal processes, policies and programs that support them, in support of seamless customer experiences.
•    Identify what makes processes bad and experiences awful for our customers, always operating constructively toward defining positive alternatives.
•    You will translate complex systems into compelling stories, communicating in a credible and engaging manner to meaningfully stretch people’s thinking and reconstruct longstanding operating models.
•    Design and run a range of workshops, ideation sessions and design sprints to engage employees and customers in designing customer-centric processes.
•    You will author various design tools such as journey maps, service patterns and service blueprints to effectively institutionalize customer-centric practices.
•    You will understand the nature & pace of change in a specific market as well as the related needs and behaviours of our customers, identifying potential opportunities and channels relevant to our business.
•    Analyze and synthesize insights from multiple sources of data, including observational interviews, qualitative research studies and direct user feedback.
•    You will provide empathy and an unbiased viewpoint to all aspects of design work.
•    You will support the growth of the Service Design practice across Scotiabank, acting as an advocate for the practice and a passionate agent of change.


Do you have the skills that will enable you to succeed in this role?
•    You have a proven track record of consulting successfully on large and complex multi-channel projects.
•    Skilled in a range of design methodologies such as journey mapping, pattern and blueprint development, contextual interviews, ethnographic observation, diary studies, design workshops, landscape reviews, trend analysis, etc. 
•    You have a sound understanding of information architecture and systems thinking as they apply to the design of a service.
•    You have the ability to synthesize data and present insights toward meaningful outcomes.
•    You demonstrate a positive and resilient personality; able to embrace feedback and have a desire for continuous iteration and improvement.
•    You are comfortable working in a self-guided manner with the ability to prioritize tasks and manage your time efficiently.
•    You deal well with ambiguity, taking smart and calculated risks and support others who do the same.
•    You are able to prioritize and pivot in response to evolving business constraints.
•    You are open, persuasive, engaging and love to have a good laugh.
•    A background in Fintech or other financial related products is an asset.
•    Mastery of Adobe Creative Suite is an asset; including the ability to build your own design artifacts such as personas, journey maps, reports, etc.
•    French and/or Spanish proficiency considered an asset
•    5+ years of experience in service design, business design or a closely related field.
What's in it for you?
•    We have an inclusive and collaborative working environment that encourages creativity, curiosity, and celebrates success!
•    We provide you with the tools and technology needed to create beautiful customer experiences
•    You'll get to work with and learn from diverse industry leaders, who have hailed from top technology companies around the world
•    Dress codes don't apply here, being comfortable does
•    Free shuttle service to and from Union station
•    Onsite cafeteria with a chef!
•    Onsite fitness center
•    This isn't your typical "corporate" job. We work hard and we have fun!
•    We offer a competitive total rewards package that includes a base salary, a performance bonus, company matching programs (on pension & profit sharing), 4 weeks of vacation, personal & sick days, personal development funding, maternity leave top-up, parental leave and much more




Location(s):  Canada : Ontario : Toronto 

As Canada's International Bank, we are a diverse and global team. We speak more than 100 languages with backgrounds from more than 120 countries. We value the unique skills and experiences each individual brings to the Bank, and are committed to creating and maintaining an inclusive and accessible environment for everyone. If you require accommodation (including, but not limited to, an accessible interview site, alternate format documents, ASL Interpreter, or Assistive Technology) during the recruitment and selection process, please let our Recruitment team know. If you require technical assistance please click here. Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at Scotiabank; however, only those candidates who are selected for an interview will be contacted.

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