Senior Service Designer

Job description

nod-A is the collaborative design agency of the Sia Partners group. We bring user-centered and collaborative design methodologies and the principles of makestorming to our clients. Our proven approach helps accelerate projects, create shared visions and foster a more innovative and user-centric work culture among our clients. With an international presence and nearly 2,000 consultants, Sia Partners is a young company focused on the future and driven by the desire to help its clients build desirable experiences.

We are looking for a profile capable of understanding the (often complex) problems of large companies and public institutions (in Quebec, Canada or the United States) and of being creative and a significant contributor to the solutions we propose in order to create or improve, in an innovative way, strategies, products, services or internal processes. This position demands the ability to analyse and understand the needs and strategic objectives of our clients, to manage a project from A to Z and to produce a real impact through concrete and operational actions.

We are looking for someone curious, resourceful, and experienced, who shows common sense and involvement in their work.

Your mission with existing customers and new customers will be to:

• Understand client expectations and be proactive in offering solutions

• Analyse data of various kinds (qualitative, quantitative, observations, etc.) to bring out insights and a deeper knowledge of users and their needs

• Communicate to clients through personas and journeys the needs, motivations, and pain points of users

• Help clients identify internal consumer and process improvement opportunities

• Create deliverables (journeys, blueprints, flows, and processes) that enable customers to better allocate their resources (human, process, and technology) to serve the desired user experience

• Contribute to proposals for collaborative approaches for our customers. Identify the steps, sessions, and activities to propose, as well as the deliverables to co-create. Identify and create the inputs necessary for the success of co-creation workshops

• Facilitate workshops, and possibly manage a team of facilitators

• Design experimentation protocols that allow clients to test hypotheses and prototypes

• Manage a project: handle deadlines budget and resource allocation for a multi-disciplinary team

• Work as an integrated team with business consultants from Sia Partners with sectorial or functional experience complementary to those of nod-A

• Support our clients on long-term projects related to the transformation of their external services or of their organisational culture

• Participate in the permanent innovation process of Sia Partners, build and formalise new offers within working groups

• Participate in publicising nod-A by taking part in communication campaigns and writing content with high added-value

• Mentor junior consultants to help them improve their skillset

• Be proactive on the commercial development of nod-A, create a very good relationship with clients, understand market needs, design commercial proposals, push commercial offers to clients and respond to calls for proposals

Your contacts will mainly be made up of large private and institutional accounts.