Vancity Centre, 183 Terminal Ave, Vancouver, BC V6A4G2, CAN 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. 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. 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 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). Inclusive Recruitment 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 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. #J-18808-Ljbffr