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Job Overview

As a Service Designer, you will connect business strategy to user experience by aligning people, process, technology, and touchpoints across end-to-end experiences to drive efficiency, reduce risk, and improve customer and employee outcomes. In partnership with UX, Research, Product, Engineering, Operations, and Business teams, you will contribute to the design of new and improved experiences — including identifying where AI can enhance or automate workflows and how AI-enabled processes fit within broader end-to-end service experiences. Through mapping and visualization tools, co-design workshops, strategic frameworks, and the organization’s internal AI-powered design tools, your work will directly influence service and product strategy and position the Design & UX organization as a catalyst for transformation across the bank.

This role reports to the Head of Service Design within the Design & User Experience organization and is an individual contributor role.

Responsibilities

- Design Leadership & Vision:
- Partner on early-stage cross-functional initiatives, supporting direction and Design & UX’s representation in governance and strategic decision making.
- Apply service design tools, methods, and mindsets into design and product processes to increase clarity, efficacy, and quality of work on new and existing experiences.
- Advocate for service design methods, tools,



and mindsets within Design & UX and with stakeholders’ teams; acting as a day-to-day practitioner and resource for peers
- Appropriately assess risk — including but not limited to AI-related considerations — and apply sound ethical judgement across service design practices.

- Service Transformation & Design Strategy:

- Scope, with guidance, service design initiatives for defined journeys or platforms based on objectives and business, user, and stakeholder needs, selecting appropriate methods, activities, and artifacts.
- Plan, conduct, and synthesize qualitative stakeholder and end‑user discovery research independently or in partnership with the Research team.
- In partnership with Product, Process Re‑engineering, and Operations, assess and help prioritize in‑journey, cross‑journey, and cross‑platform opportunities — including AI use cases, automations, and updates to processes, platforms, policies, or operating models — with consideration for end‑to‑end, end‑user value rather than isolated steps, and shaping how AI-enabled steps connect to human touchpoints and handoffs.
- Contribute to future‑state strategies and help identify high‑level capabilities, requirements, roadmaps, and change‑management elements needed to bridge vision to execution.
- Contribute to journey orchestration and journey‑knowledge management for assigned platforms or lines of business





- Artifacts & Decisioning Tools:

- Design provocations and visual representations of insights, including journey, process, and ecosystem maps, service blueprints, infographics, and conceptual wireframes or prototypes — using a combination of traditional design tools and the firm’s internal AI-enabled tools.
- Use the firm’s internal AI tools, including Figma Make and Claude and Gemini models, to accelerate day‑today work, including research synthesis, insight generation, concept development, and artifact creation.
- Adapt artifacts across audiences and levels of elevation to support specific objectives, from informing UX execution to persuading senior leadership.

- Stakeholder Engagement:

- Build stakeholder relationships and support decision making by presenting perspectives and tradeoffs
- Plan, coordinate, and facilitate in‑person or digital co‑design workshops
- Develop and deliver presentations for executive leadership and peers that clearly communicate insights, strategies, and results through tailored storytelling.

Qualifications

Service design and design strategy are interdisciplinary practices and we welcome candidates with diverse work experiences; Experience in financial services and/or regulated environments is nice-to-have. Candidates are required to have the following:

- - 6+ years of relevant experience in service design, process reengineering, design strategy, user experience, user research, innovation strategy, business transformation, or management consulting.
- Familiarity with core AI capabilities and some practical experience translating them into workflow opportunities (e.g., document extraction, auto

📌 Service Designer (Mississauga)
🏢 Service Design Jobs
📍 Mississauga