About Vancity

Vancity is a member-owned credit union built on the principles of inclusion and social justice. A relentless commitment to their values has helped them challenge the status quo and break down barriers since day one in 1946. They have bold commitments to make Vancity net-zero by 2040 across all mortgages and loans and are pursuing strategies on Indigenous banking and to improve the financial resilience of their members.

Vancity is the largest private sector Living Wage Employer in Canada and has been consistently recognized as one of the Top Employers in Canada. If you’re interested in joining their team of 2,700 diverse individuals and accessing competitive rewards and benefits, all while knowing you are part of a greater movement, then apply today!

About the workplace

At Vancity, we refer to our customers as members, reflecting our commitment to community and cooperative values. Member Experience (MX) is a newly established function at Vancity, where we are working to build member experiences that creates Hope and Optimism as our members administer their daily banking and navigate significant intersections in their lives and businesses

Service design is the activity of planning and organizing a business’s resources (people, propositions, and processes) to (1) directly improve the employee’s experience, and (2) indirectly, the member’s (user) experience. The Service Designer role will play a critical role in shaping and improving end-to-end member experiences across channels, products and services. They will apply human-centered design methodologies to understand member needs, map journeys, identify pain points, and design solutions that aligns with Vancity’s goals. They will work cross-functionally in partnership with each line of business and key stakeholders to intentionally design and align all parts of a service so the overall experience is seamless, efficient, and valuable.

This role will enjoy hybrid working arrangements which can be fulfilled primarily from the Vancity head office location and your Lower Mainland based home office. This role may require you to work in-office at least once a week.

A typical day would involve:

• Create and plan out how to optimize business resources to create efficient processes for staff and members through service design blueprints.
• Help and be an expert in design thinking to support lines of business, key stakeholders and business units.
• Research optimal processes that exist and generate differentiated journeys that help achieve Vancity’s goals.
• Use tangible data elements, including success metrics, to back up decisions and solutions.
• Work with business units and teams to implement new and improved processes.
• Discover & synthesize: uncover member and employee needs through qualitative and quantitative research (interviews, usability testing, surveys, etc.), turning findings into clear insights that guide priorities and decisions
• Design journeys: Lead and facilitate human-centered design workshops, co-create, prototype, test, and refine complete end-to-end experiences in partnership with product, process, and employee experience teams, ensuring every touchpoint works together.
• Align the system: Work cross-functionally to make experiences seamless by aligning the three core service components: People, Props (tools, environments), and Processes.
• Shape the future: Lay the foundation for innovation by envisioning where we want to be and developing practical, testable solutions to get there.
• Design ops and governance: Contribute to service design standards, templates, and toolkits. Ensure quality, scalability, and alignment with organizational priorities. Mentor junior designers and help build team capability. Explore emerging practices (e.g., AI, omnichannel service models) to strengthen design maturity

You have:

• Bachelor’s in Design (Service Design, CX/UX Design), Business, Marketing, Psychology, or a related field, or equivalent experience.
• 5+ years in service design, customer experience, UX, or a related field.
• Proven track record of delivering end-to-end service design projects in a complex environment.
• Strong knowledge of service design tools and methodologies (journey mapping, service blueprints, personas, prototyping).
• Strong research and analytical skills with ability to interpret qualitative and quantitative data to connect the dots and drive actionable insights.
• Strong facilitation, communication, relationship-building capabilities.

Bonus points if you have:

• Experience in financial services, regulated industry is preferred
• Certification in Human-Centered Design or Design Thinking
• Experience in change management and embedding design practices in organizations.
• Background in CX strategy, product management, or operations.
• Understanding of data analytics and CX measurement frameworks (NPS, CES, CSAT, customer lifetime value).
• Strong influencing skills, with an ability to engage stakeholders up to C-suite executives
• Background in behaviourial psychology is an asset

You are:

• A leader – you understand how to motivate and support others in advancing the vision and mission of an organization. You craft plans, influence others in making progress on strategic goals, and cultivate an environment in which all are invited to contribute to success.
• Deeply empathetic – you appreciate the deep humanity of both our members and your colleagues. You appreciate the nuance in every interaction, striving to leave people feeling better than when you started.
• Highly resilient – you navigate change and ambiguity with aplomb. You keep the ‘big picture’ in mind, knowing that bumps along the way are natural parts of integrating a new way of approaching old ideas
• A skilled critical thinker – you can manage ambiguity and operate in a complex environment. You are a ‘T’ thinker, considering multiple facets to any challenge you encounter
• A relationship builder - you build trust through clear communication, genuine connection, and a commitment to shared success.

We value lived experience, so if you are interested in this role, we encourage you to apply even if you feel your skills don't perfectly align with those listed.

The salary range for this role is $81,200 to $122,000 annually. 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.

Posting Deadline: Posted until filled

A career at Vancity is more than just a job, you’re joining a tradition of change-makers who are creating lasting change for our communities. Beyond base pay, we offer a comprehensive total rewards package to ensure our employees are empowered to thrive:

We offer:

• We are the largest private-sector Living Wage Employer in Canada and have been consistently recognized as one of the Top Employers in Canada.
• Our permanent employees qualify for attractive benefit packages that can be customized and changed each year to meet their evolving needs.
• New employees receive between three to four weeks of vacation allowance per calendar year, and the number of vacation days grows
• In addition to the 10 statutory holidays in British Columbia, Vancity provides an additional three statutory holidays. We offer care days for periods of short-term personal illness or emergency family illness.
• We have flex credits for our health care & dental benefits offer three levels of coverage for you to select from. These benefits will also be effective immediately based on your hire date.
• We understand that retirement means different things to different people and at Vancity we will offer you a Defined benefits pension plan that pays you a retirement income for life.

At Vancity we’re committed to creating a welcoming and inclusive workplace to help our people and communities thrive and prosper. Diversity in our workforce is integral so that we can truly represent, understand and respond to our community needs and deliver on our member experience.

We are committed to providing an inclusive and accessible recruitment experience for all candidates. If you require any accommodations at any stage of the recruitment process, please reach out to our Talent Acquisition team at recruitment@vancity.com for confidential support. In-person assistance is also available. We will collaborate with you to ensure your needs are met promptly and effectively.

Education

Preferred

• Post Secondary Education/Diploma or better in Business