Experience Designer - Regina, Canada - SGI

Description

Do you value integrity and innovation? How about passion and caring? Great Us too, and that's why you'll fit right in. Our intentional culture promotes trust and participation, encouraging you to bring your heart and mind to work every day.

In Scope

Permanent, Full Time.

Work Hours: Monday – Friday, 36 hours per week.

Location: Regina Head Office - This role is eligible for hybrid work. This means you'll have the flexibility of working from home and in the office (in Regina or Saskatoon based on desk availability), on a scheduled rotation once probation requirements have been met. Until then, the successful incumbent will be expected to work on-site, full-time.

Department: Customer Experience

Apply by: Tuesday, April 23, 2024

GENERAL ACCOUNTABILITY

The Experience Designer is a customer champion, encouraging the business to keep customers at the center of all experiences and process improvement work. The role is responsible for collaborating with business units and subject matter experts, leading analysis, and supporting work to define and solve problems utilizing an outside-in perspective, end-to-end mindset, design thinking, and innovation practices. The Experience Designer examines the way value is delivered to stakeholders through a strategic lens, rethinking and innovating on ways to meet stakeholder needs. The role completes current state analysis and works with Senior Experience Designers to develop actionable insights and recommendations, and designs solutions and experiences that meet the needs of stakeholders in alignment with SGI's strategic goals.

KEY ACCOUNTABILITIES

Note: This section is not intended to be an exhaustive list of duties and responsibilities – other duties and responsibilities may be assigned.

Human-Centered Design

• Utilizes an end-to-end, experience-wide, human-centered design mindset to rethink and innovate on ways to meet stakeholder (e.g., customer, broker, employee, partner) needs.
• Facilitates cross-functional collaboration and design sessions aimed at engaging customers and stakeholders to define the problem and develop innovative and human-centered solution recommendations.
• Works with research and customer insights team to obtain relevant data and insights required to understand end-user needs and requirements, identify the root cause of the problem, and determine viable options for solutions. This includes conducting end-user observations.
• Facilitates and documents comprehensive stakeholder journeys and business processes, including identification of dependencies, flow of information, inputs, outputs, guides, and enablers.
• Translates comprehensive customer and business research into highly effective data storytelling elements to drive change.
• Supports the development of recommendations based on end-user driven solutions that can be tested and iterated on to ensure changes will drive the desired outcomes.
• Supports the development of prototypes to test innovation solutions and measures the effectiveness in meeting user needs.

Business and Process/Experience Analysis

• Identifies, researches, and analyzes both internal and external customer/stakeholder pain points and opportunities to optimize and improve experiences.
• Performs root cause analysis of problems and collaborates with internal partners to establish viable recommendations.
• Identifies key risks within process and works with internal partners to establish key risk indicators that should be embedded within process.
• Collaborates with business stakeholders to identify and recommend key performance indicators based on required performance of the process.
• Works with corporate and operations areas to establish and maintain consistent experiences and processes. When variations are required, provides comprehensive business rational to support the need to deviate from the standard.
• Compiles and analyzes new and existing customer, competitor, and industry information to anticipate trends and proactively provide improvement recommendations.
• Ensures that business artifacts within the scope of the project being worked on are documented and maintained.
• Develops and maintains positive relationships with key business stakeholders and challenges business areas to think innovatively, take an outside-in perspective, and adopt identified improvements.
• Assists in developing and managing change management plans; collaborates with business areas to ensure adoption and implementation of standards, procedures, and experience recommendations; and assists with the continued monitoring and measurement of performance.
• Participates in the review and development of new products, procedures, and programs to ensure an outside in, customer/end-user perspective remains the focal point.
• Collaborates with business analysts (BAs) to ensure a clean and efficient handoff of work. BAs should have a clear understanding of the desired end-to-end experience.
• Establishes and maintains traceability from capability to process and data through to process documentation, pain points, and solution development.
• Assists with the development, implementation, and maintenance of the processes and tools/templates for a defined customer experience design process. This includes capturing, analyzing, prioritizing, designing, developing, and implementing new, and/or changing customer experiences.
• Identifies training and procedure document requirements.
• Supports change agents to train and coach staff on the direction and interpretation of new and improved processes.

Reporting, Recommendations, and Benefit Realization

• Utilizes analysis and findings to develop actionable insights and report on recommendations.
• Supports the development of reports that simplify and clearly summarizes complex problems and solutions, utilizing sound business metrics.
• Completes visual modelling of data, when beneficial, to support senior leaders in making efficient, data-led decisions.
• Provides baseline measurements of current state processes and experiences, along with projected benefits associated with implementation of improvement recommendations.

Continuous Improvement

• Stays current with technology and methodology related to customer experience, human-centered design, and analysis.
• Maintains current and relevant knowledge and understanding of the evolving needs and expectations of customers, as well as industry best practices and emerging technology to incorporate into innovative solutioning, as appropriate.
• Stays well informed and maintains knowledge of the industry trends and changes.
• Supports the development and delivery of training content to support the organization in building human-centered design, design-thinking, customer experience, and process methodology knowledge and skills.

High Performance Team & Culture

• Supports a culture of leadership and accountability to effectively meet the key accountabilities within the scope of the role.
• Displays leadership by committing to a culture of continuous learning/development of self and supports others by actively sharing knowledge, providing guidance, mentoring, training, and supporting developmental opportunities.
• Demonstrates that the Health, Safety and Emergency Management Policy is applied in area of responsibility for self and others.
• Actively applies knowledge to support transformation and strategic initiatives of the corporation, while participating and advocating change and applying a growth mindset.

TECHNICAL KNOWLEDGE & SKILLS

• Proficient knowledge of customer experience management concepts and best practices.
• Proficient knowledge of the methods, techniques, and procedures used in business process analysis and human-centered design.
• Proficient knowledge of the ADKAR Change Management Principles.
• Proficient knowledge of customer privacy and security fundamentals.
• Fundamental knowledge of the overall organization and functions of SGI and its business partners.
• Fundamental knowledge of lean principles.
• Fundamental knowledge of performance management and audit principles and practices.

EDUCATION & CERTIFICATIONS

• Four-year degree from an accredited post-secondary education institution in a relevant field of study such as Industrial Design, Business, Information Technology, or Social Sciences, or defined equivalency.
• Change Management (ADKAR) certification, or equivalent.

EXPERIENCE

• 3 – 5 years' experience in customer experience, human-centered design, process analysis, and/or business analysis.

Posting Close Date:

As you prepare to submit your application, and cover letter if applicable, please highlight the achievements that demonstrate why you're a great candidate for this role.