Service Designer (12-Month Contract)

Vancouver, BC
$86,400-101,600 per year
Temporary
Full-time

7 days ago

Description :Our Story & Purpose:We’re 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. We’ve made bold commitments to become net-zero by 2040 across all mortgages and loans, and we’re actively pursuing strategies in Indigenous banking and financial resilience for our members.As the largest private sector Living Wage Employer in Canada, we’re proud to be consistently recognized as one of the country’s Top Employers. If you’re ready to join our team of 2,300 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 end-to-end member experiences across channels, products, and services. You will apply human-centered design methodologies to understand member and employee needs, map journeys, identify pain points, and design solutions that align with Vancity’s goals. Working cross-functionally 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 You'll 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 Vancity’s 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 human-centered design workshops, co-creation, prototyping, testing, and refinement of end-to-end experiences
Working cross-functionally 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 You’ll Bring to the Team:

Bachelor’s 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 end-to-end 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 relationship-building capabilities

Extra Skills That Set You Apart:

Experience in financial services or another regulated industry
Certification in Human-Centered Design or Design Thinking
Experience in change management and embedding design practices within organizations

You’ll 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 don't perfectly align with those listed.What You’ll Earn:This role offers a salary range of $86,400 to $101,600 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 You’ll Love Working Here:A career at Vancity is more than just a job, you’re 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: We’re the largest private-sector Living Wage Employer in Canada and consistently ranked among Canada’s 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 BC’s 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 we’re 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 recruitment@vancity.com. We’re 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.

Vancity

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