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Service Designer (Continuous Improvement & Innovation)

Vancouver, BC
Full Time
4 days ago

Join our team

We are a growing team with dynamic strengths who share a real passion for solving complex business problems. If you're ready to bring cross-functional teams together to deliver meaningful change, come join us and be part of a team that's at the forefront of redesigning our business, fostering innovation and experimentation, and building organizational capabilities.

As the TELUS Business Solutions (TBS) Continuous Improvement and Innovation team, we lead transformation initiatives that will ensure that TBS will thrive in a dynamic landscape. To thrive, we are taking a human approach to rethinking and rebuilding work to prioritize our people alongside our Digital Transformation efforts. We believe that anything is possible and creatively employ a diverse set of methodologies to accelerate desired outcomes. We are champions for innovative and creative thinking, never shying away from challenging the status quo and experimenting with new approaches in the quest to deliver remarkable outcomes for our customers while tapping into the ingenuity of the TBS team. We are shaping the Future of Work for TBS and you can take an active role in our journey.

Here's how
    •Distilling and framing complex business and customer problems into well-defined research and design briefs •Facilitating research initiatives including ethnographic research, personas, competitive analysis and other user research, and translating insights into actionable requirements •Leading workshops, validation and usability testing of services throughout the design and development process •Strategically handling multiple, concurrent projects to deliver customer insights, design concepts, prototypes and other deliverables •Synthesizing and sharing findings, insights, and case studies that draw out themes, implications, and linkages with working group team members and executive audiences •Working with internal partners across the service continuum, including Digital, Product & Services, Marketing, Business Customer Experience and beyond •Promoting Service Design through sharing of case studies, standard methodologies and findings to build awareness and internal capabilities across TELUS


You're the missing piece of the puzzle
    •Known for your tight-knit teamwork and leadership skills, including leading cross functional teams •With your focus on positive relationship building, you have a real passion for sharing knowledge and expertise to support the objectives and development of other team members •With an ability to distill complex and/or ambiguous problems into clear, actionable plans, you'll use your communication and presentation skills to convey a clear, concise, compelling messages •Known for having the empathy to see things from the customer's perspective and a focus on how every decision impacts the customer experience •With a natural curiosity, eagerness to understand the "Why", and keenness to learn from others •Experience with service design methodologies (i.e. customer journey maps and service blueprints), user-centered design

    •5 to 7 years of experience in service development or design •3 to 5 years of experience with executive presentation •Experience synthesizing quantitative and qualitative data into actionable insights •Experience building service design competencies in organizations

We want to work with people who:
    •Share our passion for building capabilities in others and taking part in their success •Thrive in an agile, lean and fast-paced environment •Clearly see things from the perspective of our customers •Are curious, experiment and never stop learning •View collaboration as essential to your work •Utilize the power of data to inform decisions •Embrace diversity and new ideas

What you can expect from us:
    •An environment where you're encouraged to share and act on your ideas •A culture committed to giving; every year we donate time and resources in our communities

A bit about us

Our business is connecting Canadians. Our social impact is using our world-leading technology to create meaningful change, give back to help communities thrive, and help those who need it most. When you join our team, you're helping us make the future friendly. We're committed to diversity and equitable access to employment opportunities based on ability -your unique contributions and talents will be valued and respected here.
Management and Executive