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Full Time
7 days ago

ICBC is committed to delivering consistently high quality customer service to all British Columbians. If you are interested in receiving a competitive salary, doing meaningful work, contributing to an inclusive and respectful workplace and are a responsible and reliable team member, we invite you to apply to join us at ICBC. Drive your career with us.

ICBC is committed to being an inclusive employer, one that reflects the diversity of the people and communities of British Columbia.

Manager Service Design

Job Title: Location: Hours of Work:

Mgr Service Design & User Experience North Vancouver 7.5 hr Day Shift (M-F)

Reference Number: Employment Type: Posted Date:

113078 Permanent Full Time 2020/01/08

Position Highlights The Customer and Channel Strategy department is hiring a Manager Service Design to provide support, leadership, and expertise in initiatives leveraging service design expertise. We are looking for thorough and experienced professional to provide continuous improvement to support business areas in their service design needs.

The successful candidate will enhance the context around overall customer experience leadership •Development of customer experience programs and governance structures •Service blueprinting and journey mapping •Development and use of personas •Leveraging CX insights to inform designs •Leads service design projects and coordinates working teams •Supports and leads identification of research requirements, questionnaire development, and research effort planning •Appropriately applies tools and methodologies to meet team and project needs, and supports senior leaders with strategic communication documents

Position Requirements In this position, you'll translate customer and business needs into actionable and strong designs that will deliver an exceptional service to our customers. Working collaboratively to influence across all levels of the organization, you are motivated to continuously improve processes.

•Degree in design or equivalent related field experience •5+ years' human-centered design service design, design thinking, customer strategy, and the ability to facilitate groups through related activities •Extensive knowledge of designing and validating customer journey artifacts, workflows, mock ups, and processes in a service design or software interface design environment •Knowledge of service, experience, or usability research, requirements gathering, and business analysis

151 West Esplanade | North Vancouver | BC | V7M 3H9 | 604-982-6675 | 1-844-982-6675 | HRERC37B

•Passion for producing high-quality and engaging interactions •Proven ability to collaborate effectively across disciplines •Excellent communication skills, verbal, written and presentation

151 West Esplanade | North Vancouver | BC | V7M 3H9 | 604-982-6675 | 1-844-982-6675 | HRERC37B
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