Manager, Service Design

Vancity • Vancouver, BC

8d • Hybrid

About The Position

As the Manager, Service Design, you will play a critical leadership role in shaping, influencing, and improving end‑to‑end member and employee experiences across Vancity’s products, services, and channels. You will provide functional leadership for the service design practice across the organization, applying human‑centred design methodologies to understand member needs, map journeys, identify systemic pain points, and design and test solutions that inform strategic priorities at both the line‑of‑business and enterprise level. Operating in an environment where service design maturity varies, you will require the ability to meet teams where they are, adapt approaches accordingly, and translate service design concepts into clear, practical language. You will build credibility through action, demonstrate the value of service design in real organizational contexts, and leads complex, cross‑functional work to ensure services are intentionally designed, aligned, and scalable. This is a senior, manager‑level individual contributor role, with accountability for practice leadership, quality, and maturity, and is expected to evolve into a people leadership role as the capability grows. This is a Full‑time, Permanent role based at our Vancity head office and will report directly to the Director, Member Experience Strategy and Design. While this position provides a hybrid work arrangement, you will be expected to be on‑site for events and business demands.

Requirements

• Bachelor’s degree in Design (Service Design, CX/UX), Business, Marketing, Psychology, or a related field, or equivalent experience.
• 15+ years of experience in service design, customer experience, UX, or a related discipline.
• Proven experience delivering complex, end‑to‑end service design initiatives in large, regulated, or highly complex environments.
• Deep expertise in service design tools and methodologies including journey mapping, service blueprints, personas, and prototyping.
• Demonstrated ability to lead through influence, mentor other designers, and guide cross‑functional partners.
• Strong research and analytical skills with the ability to synthesize qualitative and quantitative data into actionable insights.
• Exceptional facilitation, communication, and stakeholder management skills, including engagement with senior and executive leaders.

Nice To Haves

• Experience in financial services or another regulated industry.
• Background in change management and embedding design practices within organizations.
• Experience with CX measurement frameworks such as NPS, CES, CSAT, and operational metrics.

Responsibilities

• Leading and coaching service designers in prioritizing projects and day-to-day work, setting practice standards, and influencing how design is applied to projects based on Vancity, our division and department's strategies.
• Leading cross-functional work in partnership with each line of business and key stakeholders to intentionally design and align all parts of a service to ensure the overall member and employee experience is seamless, efficient and valuable.
• Leading complex, high‑impact service design initiatives, personally driving work where ambiguity, risk, or strategic importance is highest.
• Owning and leading the design of end-to-end member and employee journeys using service design tools such as journey mapping, service blueprints, prototyping and workshop facilitation.
• Translating strategic priorities into operational goals and milestones that improve member and employee experience, advocating on their behalf.
• Translating enterprise and line of business strategies into service design priorities, roadmaps, operational goals, and measurable outcomes.
• Applying human‑centered design methodologies to uncover member and employee needs through qualitative and quantitative research, balancing member desirability, technical feasibility, regulatory requirements, and business viability.
• Identifying systemic experience issues and opportunities across journeys, channels, operations, and touchpoints while anticipating downstream impacts.
• Leading and facilitating complex, cross‑functional design workshops to align diverse stakeholders around shared outcomes.
• Establishing experience and operational success metrics to evaluate impact and inform decision‑making.
• Providing functional leadership for the service design practice by setting standards, guiding quality, advising senior leaders, and contributing to governance and future capability growth.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior