Service/UX Designer

Join Apside Canada Inc. as a Service/UX Designer for CRM. You will support the implementation of the Salesforce platform, collaborating with stakeholders to enhance employee experience. This position is based in Ottawa, with two days in the office. Responsibilities include designing user experiences, conducting user research, gathering requirements, prototyping, UX writing, ensuring inclusive design, and collaborating with cross-functional teams.

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 EDC 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

• Proven experience as a senior UX and/or Service Designer, preferably within Salesforce platform leveraging Financial Services Cloud or similar CRM platforms and Marketing Cloud.
• Experience in UX writing and UX research is considered an asset.
• 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).
• Strong ability to build rapport with users and quickly gain a deep understanding of their needs and jobs to be done.
• 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.
• Strong understanding of inclusive design practices, WCAG 2.2 guidelines and the Accessible Canada Act.
• 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.

Key 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).
• Strong ability to build rapport with users and quickly gain a deep understanding of their needs and jobs to be done.
• Familiarity with Salesforce Lightning Design System and understanding of Salesforce Financial Services Cloud and Marketing Cloud.
• Strong understanding of inclusive design practices, WCAG 2.2 guidelines and the Accessible Canada Act.
• 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.