Manager, Service Design

Your Role in Supporting Our Members:

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 lead complex, cross‑functional work to ensure...