Our employees are at the heart of everything we do. Together, we help people, businesses, and society prosper in good times and be resilient in bad times.
Our employee promise represents Intact’s commitment to you in exchange for living our Values, striving to do your best work, being open to change and investing in your career. In return, we promise to provide support, opportunities and performance-led financial rewards at a workplace where you can shape the future, win as a team and grow with us.
About the role
Our growing team is looking for a talented Service Designer to enhance our growing AI Experience team, with a focus on improving customer experiences and agent journeys.
Our employees are at the heart of everything we do. Together, we help people, businesses, and society prosper in good times and be resilient in bad times.
Our employee promise represents Intact’s commitment to you in exchange for living our Values, striving to do your best work, being open to change and investing in your career. In return, we promise to provide support, opportunities and performance-led financial rewards at a workplace where you can shape the future, win as a team and grow with us.
About the role
As a Service Designer, you will bring a human-centered approach to our services and experiences. You will navigate the design process from research and discovery through ideation, prototyping, and design. Your focus will be on understanding business and user needs as well as analyzing and optimizing current ecosystems, which will support the enhancement of our Contact Center as a Service (Ccass).
Reporting to the Manager, Design - AI Experience, your main responsibilities include leading the co-creative design process, developing actionable recommendations, producing CX/UX artifacts, conducting user research, designing workshops, and advocating for user-centricity across the organization.
What you'll do here:
Define the long-term vision of the agent experience using methodologies like Design Thinking.
Inform strategy and innovation efforts by providing insights into user and business needs through research.
Synthesize data from multiple sources, translating insights into actionable recommendations/design.
Lead user research including interviews, focus groups, and usability tests.
Facilitate co-creation sessions and workshops with stakeholders and internal users.
Develop narratives to communicate ideas, secure stakeholder buy-in and inspire teams.
Develop prototypes to test and validate solutions.
Create development plans for solutions, collaborating with UX and product designers.
Support the implementation of new processes and journeys by providing guidance during the planning, development and deployment phases.
Gather and analyze feedback post-implementation to measure the success of service design initiatives and identify areas for further improvement.
Stay up to date with industry trends and emerging technologies to inform and inspire innovative service design solutions.
What you bring to the table:
At least 5 years of experience in service design with strategic insights into experience design.
Expert in producing design artefacts such as customer journeys, user personas and service blueprints.
Analytical, curious, proactive, and comfortable with ambiguity in a self-directed culture.
Expert in usability, process analysis, user-centered design, design thinking practices, and facilitation.
Team player thriving in collaborative environments, with data analysis skills beneficial.
Familiar with driving all phases of a design initiative, from discovery to implementation
Experience with design tools (E.g. Figma)
Bilingualism (French and English) – Need to interact on a regular basis with colleagues across the country.
No Canadian work experience required however must be eligible to work in Canada.
#LI-Hybrid
What we offer
Our hybrid work model provides the balance between working from home and enjoying meaningful in-person interactions.
Working here means you'll be empowered to be and do your best every day. Here is some of what you can expect as a permanent member of our team:
A financial rewards program that recognizes your success
An industry leading Employee Share Purchase Plan; we match 50% of net shares purchased
An extensive flex pension and benefits package, with access to virtual healthcare
Flexible work arrangements
Possibility to purchase up to 5 extra days off per year
An annual wellness account that promotes an active and healthy lifestyle
Access to tools and resources to support physical and mental health, embracing change and connecting with colleagues
A dynamic workplace learning ecosystem complete with learning journeys, interactive online content, and inspiring programs
Inclusive employee-led networks to educate, inspire, amplify voices, build relationships and provide development opportunities
Inspiring leaders and colleagues who will lift you up and help you grow
A Community Impact program, because what you care about is a part of what makes you different. And how you contribute to your community should be just as unique.
We are an equal opportunity employer
At Intact, our Value of respect is founded on seeing diversity as a strength. We strive to create an accessible workplace where employees feel valued, included and encouraged to share their unique perspectives.
We encourage applications from individuals who are members of equity-deserving groups, including but not limited to women, Indigenous peoples, persons with disabilities, Black people, and members of the 2SLGBTQI+ community.
As part of Intact’s commitment to reconciliation, we acknowledge that we work, meet and travel across the land currently called Canada, originally inhabited by First Nations, Metis and Inuit people. This history extends through many centuries and continues to evolve today.
We have policies to ensure equal access and participation for people with disabilities, including providing workplace adjustments (accommodations). A copy of applicable policies is available on request.
If we can provide a specific adjustment to make the recruitment process more accessible for you, please let us know when we reach out about a job opportunity. We’ll work with you to meet your needs.
Learn more about our recruitment process and your candidate journey here.
If you are an employee of Intact or belairdirect, please apply for this role on Internal Career Site.
