Job Description

Our Story & Purpose:

We’re Vancity, a member-owned credit union built on the principles of inclusion and social justice. Since 1946, our relentless commitment to these values has helped us challenge the status quo and break down barriers. We’ve made bold commitments to become net-zero by 2040 across all mortgages and loans, and we’re actively pursuing strategies in Indigenous banking and financial resilience for our members.

As the largest private sector Living Wage Employer in Canada, we’re proud to be consistently recognized as one of the country’s Top Employers. If you’re ready to join our team of 2,300 diverse individuals, access competitive rewards and benefits, and be part of a greater movement - apply today!

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 leads complex, cross‑functional work to ensure services are intentionally designed, aligned, and scalable. This is a senior, manager‑level individual contributor role, with accountability for practice leadership, quality, and maturity, and is expected to evolve into a people leadership role as the capability grows.

This is a Full‑time, Permanent role based at our Vancity head office and will report directly to the Director, Member Experience Strategy and Design While this position provides a hybrid work arrangement, you will be expected to be on‑site for events and business demands.

How You'll Make an Impact

• Leading and coaching service designers in prioritizing projects and day-to-day work, setting practice standards, and influencing how design is applied to projects based on Vancity, our division and department's strategies.
• Leading cross-functional work in partnership with each line of business and key stakeholders to intentionally design and align all parts of a service to ensure the overall member and employee experience is seamless, efficient and valuable.
• Leading complex, high‑impact service design initiatives, personally driving work where ambiguity, risk, or strategic importance is highest
• Owning and leading the design of end-to-end member and employee journeys using service design tools such as journey mapping, service blueprints, prototyping and workshop facilitation.
• Translating strategic priorities into operational goals and milestones that improve member and employee experience, advocating on their behalf.
• Translating enterprise and line of business strategies into service design priorities, roadmaps, operational goals, and measurable outcomes
• Applying human‑centered design methodologies to uncover member and employee needs through qualitative and quantitative research, balancing member desirability, technical feasibility, regulatory requirements, and business viability
• Identifying systemic experience issues and opportunities across journeys, channels, operations, and touchpoints while anticipating downstream impacts
• Leading and facilitating complex, cross‑functional design workshops to align diverse stakeholders around shared outcomes
• Establishing experience and operational success metrics to evaluate impact and inform decision‑making
• Providing functional leadership for the service design practice by setting standards, guiding quality, advising senior leaders, and contributing to governance and future capability growth
  
  

What You’ll Bring to the Team:

• Bachelor’s degree in Design (Service Design, CX/UX), Business, Marketing, Psychology, or a related field, or equivalent experience
• 15+ years of experience in service design, customer experience, UX, or a related discipline
• Proven experience delivering complex, end‑to‑end service design initiatives in large, regulated, or highly complex environments
• Deep expertise in service design tools and methodologies including journey mapping, service blueprints, personas, and prototyping
• Demonstrated ability to lead through influence, mentor other designers, and guide cross‑functional partners
• Strong research and analytical skills with the ability to synthesize qualitative and quantitative data into actionable insights
• Exceptional facilitation, communication, and stakeholder management skills, including engagement with senior and executive leaders
  
  

Extra Skills That Set You Apart:

• Experience in financial services or another regulated industry
• Background in change management and embedding design practices within organizations
• Experience with CX measurement frameworks such as NPS, CES, CSAT, and operational metrics
  
  

You’ll Thrive Here If You Are:

• Strategic – able to connect enterprise strategy to system‑level service design outcomes.
• Influential – capable of shaping decisions and direction without formal authority.
• Resilient – comfortable navigating ambiguity, complexity, and organizational change.
• Analytical – skilled at seeing the bigger picture while understanding operational implications.
• Member‑centred – committed to designing fair, accessible, and meaningful experiences.
  

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.

What You’ll Earn:

This role offers a salary range of $108,500 to $127,000 per annum The 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.

Why You’ll Love Working Here:

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:

• Living Wage Employer We’re the largest private-sector Living Wage Employer in Canada and consistently ranked among Canada’s Top Employers.
• Customizable Benefits Permanent employees receive flexible benefit packages that can be tailored annually to meet evolving needs.
• Generous Vacation New employees start with 3-4 weeks of vacation per year, with additional days earned over time.
• Extra Stat Holidays In addition to BC’s 11 statutory holidays, we offer 2 extra days, plus care days for personal or family illness.
• Immediate Health Coverage Health and dental benefits begin on your hire date, with three levels of coverage to choose from.
• Defined Benefit Pension Our retirement plan provides a guaranteed income for life, recognizing that retirement looks different for everyone.

Vancity Talent Programs:

Vancity supports an inclusive hiring process for candidates who self-identify as Indigenous, Black, or Trans. With special permission from the BC Human Rights Commissioner, this initiative provides access to career development opportunities, prioritized job screening, and feedback. Any information you choose to share will be stored securely and used only for recruitment and career development connected to this initiative, in line with the BC Personal Information Protection Act (PIPA). For details, please see our dedicated Talent Programs job posting.

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 also committed to an inclusive, barrier-free and accessible recruitment experience for all candidates. If you require any accommodations or support at any stage of the recruitment process (including the application stage), we encourage you to let us know by contacting our Talent Acquisition team at recruitment@vancity.com. We’re here to work with you to ensure your needs are met promptly and effectively. All requests will be handled with the utmost respect and confidentiality, so you can participate fully in the process.