Duration: 12 Months

Location: Remote(Physically present in Canada + EST Time Zone)/Hybrid(for Ottawa Candidate)

Mandatory: Any GoC Reliability/Secret/Top Secret Clearance Required

We are seeking a skilled Service/UX Designer for CRM for one of our direct client. The Resource will play an important role in designing engaging and user-friendly digital experiences that support front-line teams to better serve the Canadian trade ecosystem. The Resource will support the implementation of the Salesforce platform, collaborating with stakeholders across the organization to transform employee experience through a Salesforce Financial Services Cloud (SF-FC) and Marketing Cloud (SF-MC).

This requirement involves designing streamlined employee experiences that improve customer and partner experiences within the Customer Relationship Management (CRM) system and Marketing Automation Platform (MAP), leveraging primarily out-of-the-box functionality. The ideal Resource will be a well-rounded designer, with strong experience in service and user experience design, user research and testing, and UX writing, with a keen focus on creating effective experiences.

Primary Responsibilities

• Design and Implementation: Create intuitive and efficient experiences within the Salesforce Platform, ensuring seamless integration with existing functionalities and ability to drive user-centric decisions through service and user experience design.
• User Research: Conduct user research to understand the needs and pain points of internal teams and customers. Develop and evolve user personas and user journey maps to guide design decisions.
• Requirements Gathering: Work collaboratively with Product Owners and Business Analysis to ensure user needs are clearly captured and articulated through features, user stories and acceptance criteria. Support workshop design and facilitation to gather user requirements, identifying measurable UX and service interactions. Work collaboratively with developers to ensure experiences are technically feasible.
• Prototyping and Testing: Develop wireframes, prototypes, and mockups and conduct usability testing to refine designs based on user feedback.
• UX Writing: Craft clear and concise UX content that enhances user understanding and engagement, ensuring information is grouped and labelled intuitively for users with plain language.
• Inclusive Design: Ensure designs adhere to inclusive design principles and accessibility standards (WCAG 2.2) and comply with the Accessible Canada Act. Work collaboratively with Accessibility Subject Matter Experts to ensure accessibility needs are met proactively.
• Service Design: Translate service blueprints that depict higher-level journeys into a set of user flows specific to CRM and MAP, supporting the CX north star vision. Support process definition that brings ideal customer experiences to life.
• Collaboration: Work closely with product managers, business analysts, developers, and other stakeholders to ensure design alignment with business goals and technical constraints.
• User Flows: Focus on optimizing user flows to enhance the efficiency and effectiveness of the salesforce platform that improves customer, partner and employee experience.
• Design Systems: Utilize Salesforce Lightning Design System components to maintain consistency and streamline the design process, while ensuring synergies and consistency is built into the client's global design system (custom).
• Design Excellence: Collaborate closely with other UX and service design practitioners to build and refine the experience design practice, ensuring high standards of design quality and consistency across experiences.
• Agility: Works collaboratively within a cross-functional team using agile methodologies (Scrum, Kanban), takes ownership of work, estimates and reflects updates in agile work management systems such as Azure DevOps (ADO).

Requirements

• Experience: Proven experience as a senior UX and/or Service Designer, preferably within the Salesforce platform leveraging Financial Services Cloud or similar CRM platforms and Marketing Cloud. Experience in UX writing and UX research is considered an asset.
• Skills: Strong skills in user experience design and service design, research, usability testing, UX writing, and prototyping tools (e.g., Figma, Adobe XD, Dovetail, Miro, Mural).
• Empathy: Strong ability to build rapport with users and quickly gain a deep understanding of their needs and jobs to be done.
• Salesforce Knowledge: Familiarity with Salesforce Lightning Design System and understanding of Salesforce Financial Services Cloud and Marketing cloud. Experience in B2B financial industries is considered an asset.
• Accessibility: Strong understanding of inclusive design practices, WCAG 2.2 guidelines and the Accessible Canada Act.
• Communication: Excellent communication skills, with the ability to present and explain design concepts to both technical and non-technical stakeholders. Bi-lingual in English and French would be considered an asset.
• Team Player: Ability to collaborate effectively within cross-functional teams, be proactive and build strong alignment across various teams and a diverse set of stakeholders. Experience with agile ways of working and matrixed environments would be considered an asset.
• Stakeholder Management: Ability to manage a diverse set of stakeholders across a matrixed organization, ensuring organized workshops that drive alignment and user-centric decision-making.
• Experience working with design tools such as FIGMA, MURAL, and research tools such as dovetail and taking a user-centered content first approach to design.

Other

• You can clearly explain complex problems and ideas to teams or stakeholders outside of design and clearly document and communicate design decisions, related to risks and any unresolved issues building consensus and alignment around design approaches
• You can support teams in understanding how user-centered design helps meet project and business goals and support them in aligning their goals, using risks, opportunities and constraints in technology, systems and policies to shape design
• You can advise teams on how to design inclusive, accessible and environmentally sustainable content or experiences, ensuring design meets appropriate standards
• You can analyze, synthesize and clearly explain complex evidence relevant to users or a service and help teams use design hypotheses effectively using research and data to help develop and test designs
• You have experience working in salesforce financial services cloud and marketing cloud in B2B financial industries

Assets

Bilingual in English and French.

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