Service Designer, Temporary

📍 Job Overview

Job Title: Service Designer, Temporary Company: Aviso Wealth Location: Toronto, Ontario, Canada Job Type: Contractor, Temporary Category: Service Design / User Experience Operations Date Posted: January 12, 2026 Experience Level: 5-10 Years Remote Status: On-site (with potential for hybrid flexibility)

🚀 Role Summary

• This role focuses on enhancing customer and employee experiences through strategic Service Design methodologies, managing specific customer journeys within Aviso Wealth's lines of business.
• It requires deep expertise in user research, design thinking, and the implementation of service design methods to identify pain points and opportunities for improvement.
• The position involves significant cross-functional collaboration, acting as a key consultant to product delivery squads and influencing business decisions through compelling storytelling and data-driven insights.
• A primary objective is to increase customer centricity and elevate design maturity across the organization, contributing to a more cohesive and effective user experience ecosystem.

📝 Enhancement Note: While the job is listed as "On-site," the "TELECOMMUTE" location type suggests potential for hybrid work, which is common for Design roles. The emphasis on "managing two customer journeys" and "leading end-to-end research initiatives" points to a hands-on role with significant strategic input, rather than a purely operational support function. The "Temporary" nature implies a project-based focus, likely involving specific initiatives or improvements within a defined timeframe.

📈 Primary Responsibilities

• Serve as the primary Service Design consultant for two designated product delivery squads, actively participating in problem definition, product planning, and the end-to-end management of customer journeys within that line of business.
• Lead comprehensive user research initiatives to rigorously assess current state front-end and back-end experiences, including participant coordination, research plan design, facilitation of sessions, in-depth data analysis and triangulation, problem definition, and identification of actionable insights.
• Articulate and present research findings and critical insights to diverse stakeholder groups across all organizational levels through compelling design artifacts such as personas, ecosystem maps, summary videos, experience maps, and detailed service blueprints.
• Facilitate ideation and prioritization sessions with cross-functional teams, including SMEs and key decision-makers, to explore and design future state recommendations, prototype and validate proof-of-concepts, and inform business planning for potential customer experience (CX) initiatives.
• Contribute to the continuous optimization of service design operations by identifying and implementing new and improved methods for data repositories, participant management, template utilization, and tool integration, fostering a culture of efficiency and innovation.
• Play a pivotal role in championing and increasing customer centricity and design maturity across the entire organization, embedding design thinking principles into various business units.
• Provide specialized research and design subject matter expertise to other internal departments and external partners as required, acting as a go-to resource for user experience best practices.

📝 Enhancement Note: The responsibilities highlight a balance between hands-on research and design, strategic influencing, and operational process improvement within the design function. The emphasis on "two product delivery squads" and "two key client journeys" suggests a focused, project-driven approach typical of a temporary or contract role.

🎓 Skills & Qualifications

Education:

• A Bachelor’s degree in Design, Human Computer Interaction (HCI), Human Factors, Psychology, or a closely related field is a mandatory requirement.
• A graduate degree in a relevant discipline is strongly preferred, indicating a desire for advanced theoretical understanding and practical application.

Experience:

• Requires 5 to 7 years of progressive experience within a dedicated Service Design, User Research, Design Strategy, or a cognate field.
• Demonstrated experience in implementing fundamental service design methodologies is essential, supported by a robust portfolio showcasing successful case studies.

Required Skills:

• Service Design Expertise: Subject matter expertise in user-centered design, design thinking principles, and comprehensive service design frameworks.
• User Research Proficiency: Proven ability to conduct end-to-end research, including in-depth interviews, contextual inquiries, diary studies, job shadowing, workshops, and concept testing.
• Data Synthesis & Insight Generation: Demonstrated skill in discovering, synthesizing, and socializing actionable insights that have demonstrably influenced business decisions and product roadmaps.
• Consulting & Communication: Strong consulting capabilities, exceptional storytelling abilities, and polished presentation skills for conveying complex ideas clearly and persuasively.
• Collaboration & Stakeholder Management: Proven experience in fostering strong collaboration, influencing stakeholders at all organizational levels, including senior leadership, and managing complex relationships effectively.
• Business Acumen: Understanding of the business value of customer-centricity and the ability to translate design initiatives into tangible business outcomes.

Preferred Skills:

• Financial Industry Experience: Previous experience within the financial services or wealth management industry is a significant asset, providing context for industry-specific challenges and opportunities.
• Bilingualism: Fluent communication skills in English are required; bilingual proficiency in French is considered a valuable asset, opening doors for broader communication within Canada.
• Advanced Design Tools: Familiarity with advanced design and research platforms beyond the core requirements, such as journey mapping software or advanced analytics tools.

📝 Enhancement Note: The requirement for 5-7 years of experience, coupled with a Bachelor's degree as mandatory and a graduate degree as preferred, positions this role at a mid-to-senior level within the Service Design field. The emphasis on a portfolio of case studies is critical, underscoring the need for tangible evidence of past success in applying design methodologies and driving business impact.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Case Study Documentation: A comprehensive portfolio is essential, featuring detailed case studies that illustrate the end-to-end service design process from problem identification through to solution implementation and impact measurement.
• Methodology Showcase: Evidence of applying a diverse range of service design methods (e.g., user interviews, journey mapping, service blueprints, prototyping, concept testing) within case studies.
• Impact Demonstration: Case studies must clearly articulate the problem addressed, the specific methodologies used, the candidate's role, the solutions developed, and quantifiable outcomes or business value delivered.
• Artifact Examples: Inclusion of representative design artifacts such as personas, ecosystem maps, experience maps, service blueprints, and prototypes that demonstrate analytical rigor and creative problem-solving.

Process Documentation:

• Research Planning & Execution: Candidates should be prepared to discuss and showcase their structured approach to planning and executing user research initiatives, including participant recruitment strategies and data collection protocols.
• Insight Synthesis & Communication: Demonstrating a clear process for synthesizing complex research data into actionable insights and effectively communicating these to diverse stakeholder groups through compelling narratives and visual aids.
• Ideation & Prototyping: Articulating a systematic approach to facilitating ideation sessions, developing prototypes, and conducting validation testing to refine future-state experience recommendations.
• Operational Improvement Contributions: Evidence of proactive engagement in optimizing design operations, such as improving data management, participant pools, or tool utilization, highlighting a commitment to efficiency and effectiveness.

📝 Enhancement Note: For a Service Designer role, the portfolio is paramount. It's not just about showcasing finished products but demonstrating the process and thinking behind them. Candidates should focus on case studies that highlight their ability to translate user needs and business objectives into strategic design solutions, with a clear emphasis on measurable impact.

💵 Compensation & Benefits

Salary Range:

• The posted salary range for this temporary position is $60 - $65 CAD per hour.
• This rate is competitive for experienced Service Designers in the Toronto market, reflecting the specialized skills and temporary nature of the role. Individual compensation will be determined based on factors such as the candidate's specific experience, qualifications, and the precise scope of responsibilities.

Benefits:

• As a temporary contractor role, standard long-term benefits such as health insurance, retirement plans, and paid time off may not be fully applicable or may be provided through a third-party agency if applicable.
• Potential for access to Aviso's internal training and development resources, subject to policy.
• Opportunity to gain valuable experience within a leading Canadian wealth management organization, enhancing professional networks and project portfolio.
• Exposure to diverse projects and cross-functional teams, fostering continuous learning and skill development in a dynamic environment.
• The hourly rate is designed to compensate for the temporary nature and the specialized skill set required for this role.

Working Hours:

• The standard working hours for this position are 40 hours per week.
• While the role is described as "On-site," there may be flexibility for hybrid arrangements, allowing for a blend of in-office and remote work, which can be discussed during the interview process. Operations professionals typically benefit from focused work periods, and this role allows for dedicated time for research, analysis, and collaborative design sessions.

📝 Enhancement Note: The salary range provided ($60-$65 CAD/hour) aligns with typical contract rates for experienced Service Designers in a major Canadian city like Toronto, especially for temporary assignments. It's important for candidates to understand that benefits may differ from permanent roles, and the hourly wage is the primary compensation component.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Services / Wealth Management. Aviso Wealth operates within a highly regulated and competitive sector, emphasizing trust, security, and client-centricity. This context means that design solutions must be robust, compliant, and user-friendly for both clients and internal users. Company Size: Approximately 1,000+ employees. This indicates a well-established organization with structured departments and processes, offering opportunities for significant cross-functional collaboration but also requiring effective navigation of organizational dynamics. Founded: Aviso Wealth's history is tied to its ownership by Canadian credit union Centrals, Co-operators/CUMIS, and Desjardins. This collective strength provides a stable foundation and a commitment to community and partnership values.

Team Structure:

• Experience Team: The Service Designer will be part of the "Experience team," reporting to the Director, Service Design. This suggests a dedicated function focused on enhancing user and client interactions.
• Reporting & Collaboration: The role involves reporting to a Director and working collaboratively with "product delivery squads" and a "cross-functional team of SMEs and decision-makers." This implies a matrixed reporting structure where the Service Designer influences multiple teams.
• Cross-Functional Integration: The role is designed to foster deep integration with various departments, including product, technology, marketing, and potentially operations, to drive holistic customer journey improvements.

Methodology:

• Customer-Centricity: A core value and operational driver, emphasizing understanding and prioritizing client needs in all design and business decisions.
• Design Thinking & Service Design: The organization actively employs design thinking and service design methodologies as systematic approaches to problem-solving and innovation.
• Data-Driven Insights: Decisions are informed by research findings, user feedback, and data analysis to ensure that strategic changes are both effective and impactful.

Company Website: www.aviso.ca

📝 Enhancement Note: Aviso Wealth's structure as a provider of wealth management services for the financial industry, backed by major Canadian financial institutions, suggests a culture that values stability, expertise, and strong partnerships. The emphasis on "oneaviso culture" and values like leadership, innovation, partnership, responsibility, and community indicates a desire for employees who are not only skilled but also aligned with these principles.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned as a mid-to-senior level Service Designer, requiring significant experience (5-7 years) and specialized expertise. It's a hands-on role with strategic influence, suitable for professionals who can independently manage complex projects and guide teams.

Reporting Structure: The Service Designer reports to the Director, Service Design. This direct reporting line ensures mentorship and alignment with departmental goals. However, the role also works closely with multiple "product delivery squads" and "SMEs," requiring strong collaboration and influencing skills across different teams and potentially different reporting lines.

Operations Impact: The Service Designer's impact is directly tied to improving customer journeys and employee experiences for specific lines of business. This translates into tangible business outcomes such as increased customer satisfaction, higher conversion rates, improved operational efficiency, and enhanced brand loyalty, all of which contribute to Aviso Wealth's overall revenue and market position. The role is instrumental in driving customer centricity and design maturity, which are critical for long-term business success.

Growth Opportunities:

• Skill Specialization: Opportunity to deepen expertise in specific service design methodologies, user research techniques, or particular areas of the financial services industry.
• Cross-Functional Leadership: Potential to lead larger or more complex design initiatives, mentor junior designers, or take on project management responsibilities within the Experience team.
• Industry Exposure: Gaining invaluable experience in the wealth management sector, a complex and evolving industry, which can open doors to future roles within Aviso or similar organizations.
• Impactful Projects: Contributing to significant projects that directly influence client satisfaction and business outcomes, providing a strong foundation for future career advancement and a compelling portfolio.

📝 Enhancement Note: Given the temporary nature of the role, long-term career growth within Aviso might be limited unless there's an opportunity for conversion or extension. However, the professional development gained through leading specific customer journey improvements and collaborating across a large financial institution is substantial and highly transferable.

🌐 Work Environment

Office Type: The role is described as "On-site" with potential for hybrid flexibility, suggesting a professional office environment designed to foster collaboration and focused work. Aviso Wealth has offices in Toronto, Vancouver, Montreal, and Winnipeg.

Office Location(s): The specific office location is Toronto, Ontario, Canada. This provides access to a major business hub with opportunities for networking and professional engagement within the financial and design communities.

Workspace Context:

• Collaborative Spaces: Expect access to meeting rooms, ideation spaces, and potentially co-working areas conducive to facilitating workshops and cross-functional team sessions.
• Technology & Tools: The role requires proficiency with various design and research tools (e.g., TheyDo, Dovetail, UserTesting, Figma, Miro). Access to these tools, along with standard office technology, will be provided.
• Team Interaction: Opportunities for regular interaction with the Director of Service Design, product delivery squads, and other stakeholders, fostering a dynamic and communicative work environment.

Work Schedule: The standard work schedule is 40 hours per week. While the role is on-site, the "TELECOMMUTE" classification suggests that flexibility may be available, allowing for a blend of in-office and remote work, which can be discussed during the interview process. This flexibility is beneficial for operations professionals who need focused time for deep work and analysis.

📝 Enhancement Note: The "TELECOMMUTE" designation alongside "On-site" is a key indicator of potential hybrid work. Candidates should clarify expectations regarding in-office days versus remote days during the interview process, as this can significantly impact work-life balance and operational efficiency.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of your resume and portfolio to assess experience, skills, and alignment with the role requirements. Be prepared to highlight specific projects demonstrating your service design expertise.
• Hiring Manager/Director Interview: A discussion focused on your background, experience with service design methodologies, and understanding of user-centered design principles. Expect questions about your approach to research, stakeholder management, and problem-solving.
• Cross-Functional/Team Interview: This stage likely involves meeting with members of the product delivery squads or other key stakeholders. The focus will be on your collaboration style, ability to influence, and how you translate insights into actionable designs within a team setting.
• Portfolio Presentation: A dedicated session where you will present 1-2 key case studies from your portfolio. This is a critical opportunity to showcase your process, thinking, and impact. Be ready to articulate your role, the challenges, your approach, and the outcomes.
• Final Interview (Potentially): A final conversation with a senior leader to confirm cultural fit and strategic alignment.

Portfolio Review Tips:

• Curate Selectively: Choose 2-3 of your strongest projects that best demonstrate your end-to-end service design capabilities, including research, strategy, design, and impact.
• Tell a Story: Structure your case studies as narratives. Clearly define the problem, your role, the process you followed, the tools and methods you used, the insights you uncovered, the solutions you designed, and the measurable results.
• Show, Don't Just Tell: Include visual artifacts such as personas, journey maps, service blueprints, wireframes, and prototypes to illustrate your work.
• Quantify Impact: Wherever possible, use data and metrics to demonstrate the business value or user impact of your design solutions.
• Highlight Collaboration: Emphasize how you worked with cross-functional teams and stakeholders to achieve project goals.

Challenge Preparation:

• Design Thinking Scenarios: Be prepared for hypothetical scenarios or case studies that require you to outline your approach to solving a specific customer experience problem within the financial services context.
• Research Methodology: Understand how you would approach researching a particular customer journey or pain point for Aviso Wealth.
• Stakeholder Communication: Practice articulating complex design concepts and research findings in a concise and persuasive manner, tailored to different audiences (e.g., technical teams, business leaders).

📝 Enhancement Note: The emphasis on a portfolio presentation is a strong indicator that the hiring team wants to see your practical application of service design skills and your ability to communicate your process and impact clearly. Candidates should invest significant time in preparing their portfolio and practicing their presentation.

🛠 Tools & Technology Stack

Primary Tools:

• Service Design & Journey Mapping: Tools like TheyDo, Miro, or similar platforms for visualizing customer journeys, service blueprints, and ecosystem maps.
• Prototyping & Design: Proficiency in tools such as Figma for creating wireframes, interactive prototypes, and visual design elements.
• User Research Platforms: Experience with tools like UserTesting.com for remote usability testing, Dovetail for research synthesis and insights management, and potentially Dscout for qualitative data collection.
• Trend Analysis: Familiarity with resources like Trend Watching to stay abreast of emerging consumer behaviors and market trends.

Analytics & Reporting:

• While not explicitly listed as a primary requirement, experience with analytics tools (e.g., Google Analytics, Adobe Analytics) and BI platforms (e.g., Tableau, Power BI) to understand user behavior and measure the impact of design changes would be beneficial.
• The ability to translate data into design insights is crucial.

CRM & Automation:

• Familiarity with CRM systems (e.g., Salesforce) and marketing automation platforms is a plus, as understanding how customer journeys integrate with these systems is valuable.
• Experience with integration tools is less likely to be a primary requirement but demonstrates a holistic understanding of the digital ecosystem.

📝 Enhancement Note: The listed tools (TheyDo, Dovetail, UserTesting, Trend Watching, Figma, Miro, Dscout) are standard for modern Service Designers. Candidates should be prepared to discuss their experience with these specific tools and how they leverage them to drive research insights and design solutions. Demonstrating adaptability to learn new tools quickly is also important.

👥 Team Culture & Values

Operations Values:

• Client-Centricity: A foundational value at Aviso Wealth, meaning all operational and design efforts are geared towards understanding and meeting client needs effectively and efficiently.
• Continuous Improvement: A commitment to constantly seeking better ways to operate, innovate, and serve clients, encouraging proactive suggestions and adjustments to processes and experiences.
• Collaboration & Partnership: A strong emphasis on working together across teams and with external partners to achieve common goals, fostering an environment of mutual support and shared success.
• Responsibility & Accountability: Taking ownership of tasks, projects, and outcomes, demonstrating reliability and a commitment to delivering high-quality work.
• Innovation: Encouraging new ideas and approaches to problem-solving, especially in how services are designed and delivered, to maintain a competitive edge.

Collaboration Style:

• Cross-Functional Integration: The role necessitates working closely with product delivery squads, SMEs, and leadership, requiring strong communication and the ability to bridge gaps between different disciplines.
• Design Workshops: Expect to facilitate and participate in workshops that bring together diverse perspectives to co-create solutions and drive consensus.
• Feedback Loops: An open culture for providing and receiving constructive feedback is essential for iterative design processes and continuous improvement of both designs and operational workflows.
• Knowledge Sharing: A proactive approach to sharing learnings, best practices, and insights across teams to elevate the overall design and operational capabilities of the organization.

📝 Enhancement Note: Aviso Wealth's stated values (leadership, innovation, partnership, responsibility, community) are directly reflected in the "oneaviso culture." Candidates should align their communication and examples with these values, demonstrating how they embody them in their professional approach.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing Stakeholder Needs: Navigating diverse and sometimes competing priorities from various stakeholders across different product squads and departments.
• Data Synthesis in a Complex Environment: Synthesizing insights from disparate data sources within a large financial institution to inform design decisions.
• Driving Design Maturity: Educating and influencing stakeholders who may not be familiar with or fully embrace design thinking and service design principles.
• Temporary Role Constraints: Adapting quickly to a new environment and delivering significant impact within a defined 12-month contract period.
• Financial Services Nuances: Understanding the specific regulatory, security, and client trust requirements inherent in the wealth management industry.

Learning & Development Opportunities:

• Deep Dive into Wealth Management: Gaining specialized knowledge and experience within the Canadian financial services and wealth management sector.
• Cross-Functional Team Leadership: Enhancing skills in leading and influencing diverse, cross-functional teams on complex design projects.
• Strategic Influence: Developing stronger capabilities in communicating design strategy and impact to senior leadership, thereby increasing organizational design maturity.
• Tool Proficiency: Expanding expertise in a range of cutting-edge service design and research tools provided by the organization.
• Process Optimization: Contributing to and learning from efforts to optimize the service design operational framework within Aviso Wealth.

📝 Enhancement Note: The challenges presented are typical for a senior-level design role in a complex industry. The growth opportunities are substantial, particularly in gaining specialized industry knowledge and honing strategic influence skills. Candidates should frame their responses to challenges by highlighting past successes and how they would leverage these opportunities.

💡 Interview Preparation

Strategy Questions:

• "Describe a complex customer journey you've redesigned. What was the problem, your process, the insights, the solution, and the measurable impact?" (Focus on end-to-end process, data, and ROI).
• "How would you approach understanding the current state of two distinct customer journeys for a specific line of business at Aviso Wealth, given a 12-month timeframe?" (Highlight research planning, stakeholder engagement, and prioritization).
• "How do you build empathy with users and translate those insights into actionable design recommendations for diverse stakeholders, including senior leadership?" (Emphasize storytelling, data visualization, and communication strategies).

Company & Culture Questions:

• "What do you know about Aviso Wealth and the Canadian wealth management industry? How does that inform your approach to service design?" (Research the company's values, offerings, and market position).
• "How do you foster collaboration and gain buy-in from cross-functional teams, especially when introducing new design concepts or advocating for change?" (Provide examples of influencing skills and partnership building).
• "How do you measure the success of your service design initiatives, and how would you demonstrate the business value of your work to stakeholders?" (Focus on metrics, KPIs, and ROI articulation).

Portfolio Presentation Strategy:

• Structure Your Narrative: For each case study, clearly outline: The Challenge, Your Role, The Process (Research, Ideation, Design, Validation), The Solution, and The Impact/Results.
• Highlight Your Contribution: Be specific about your individual contributions and how you collaborated with others.
• Visual Storytelling: Use your artifacts (personas, journey maps, service blueprints) to visually guide the audience through your process and findings.
• Focus on Insights: Emphasize the 'aha!' moments and the actionable insights you uncovered.
• Quantify Outcomes: Whenever possible, present data that demonstrates the positive impact of your work on user experience or business objectives. Be prepared to discuss how you would track these metrics.

📝 Enhancement Note: Candidates should prepare to discuss specific examples using the STAR method (Situation, Task, Action, Result) for behavioral questions. For strategy questions, outlining a clear, structured approach is key, demonstrating their ability to think critically and apply design principles effectively.

📌 Application Steps

To apply for this operations position:

• Submit your application through the provided application link on Workable.
• Portfolio Customization: Tailor your resume and cover letter to highlight your 5-7 years of experience in service design, user research, and design strategy, specifically mentioning your proficiency with the tools listed (Figma, Miro, UserTesting, Dovetail, etc.).
• Resume Optimization: Ensure your resume clearly showcases achievements related to improving customer journeys, influencing business decisions through insights, and facilitating cross-functional collaboration. Use keywords from the job description such as "service design," "user research," "design thinking," and "stakeholder management."
• Portfolio Preparation: Prepare 2-3 of your most impactful service design case studies. Focus on projects that demonstrate your end-to-end process, your ability to synthesize research into actionable insights, and the measurable business impact of your designs. Be ready to present these effectively.
• Company Research: Thoroughly research Aviso Wealth, its values, its offerings in the wealth management space, and its target audience. Understand their "oneaviso" culture and identify how your skills and approach align with their mission and objectives.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.