Choose a workplace that empowers your impact.
Join a global workplace where employees thrive. One that embraces diversity of thought, expertise and experience. A place where you can personalize your employee journey to be — and deliver — your best.
We are a purpose-driven, dynamic and sustainable pension plan. An industry leading global investor with teams in Toronto to London, New York, Singapore, Sydney and other major cities across North America and Europe. We embody the values of our 665,000 members, placing their best interests at the heart of everything we do.
Join us to accelerate your growth & development, prioritize wellness, build connections, and support the communities where we live and work.
Don’t just work anywhere — come build tomorrow together with us.
Know someone at OMERS or Oxford Properties? Great! If you're referred, have them submit your name through Workday first. Then, watch for a unique link in your email to apply.
Why join us?
OMERS Pensions Department is dedicated to exploring, identifying and validating new opportunities to deliver value to our pension members, employers, stakeholders and partners in the OMERS ecosystem. Our work is not confined to one team, one process, or a standard outcome. Rather, we are mandated with the task of helping OMERS optimize for today, and build for tomorrow.
Why Service Design specifically?
As we deliver on this mandate, you will be an expert in the practical and creative application of human-centered design and service design methodologies, with the goal of improving and developing new processes, experiences, and services. You bring people together to surface deep user needs and translate them into exceptional end-to-end experiences.
Description
Instructions for Submitting Your Application (Please Read Carefully)
When you send in your application, make sure to provide these items:
1. Cover letter
2. Resume, with a link to relevant work sample that demonstrates your ability to solve complex problems (ideally within financial services or other regulated environments).
Please link to a brief case study or sample of work (no more than 3 PDF pages or slides or webpage).
Illustrate how you've used human-centered design methods to tackle these challenges. Be sure to describe the practices you applied and highlight your strengths (such as qualitative or quantitative research, service design, design strategy, or other areas).
Strong communication is essential for all Service Designers at OMERS. Consider this case study/work sample your chance to show how well you can present your ideas clearly and effectively within just a few pages or slides.
Please remember:
If you use AI tools in preparing your application or any work products, please let us know. Share some details about your approach—how do you use AI and what critical perspective do you bring?
What You’ll Do
Lead and facilitate cross-functional workshops and co-creation sessions to frame problems, generate ideas, and align teams around a shared vision
Own end-to-end service design initiatives, from discovery through to delivery, across digital, human, and operational touchpoints
Plan and conduct research (qualitative and quantitative) to uncover member and employer, employee needs, behaviors, and pain points
Synthesize insights into clear, actionable opportunities that balance member/employer value and business impact
Create and evolve service artifacts such as journey maps, service blueprints, ecosystem maps, and user flows to drive alignment and decision-making
Translate concepts into action by partnering with product, technology, and operations teams to shape roadmaps, feature development and future-state problem solving
Design new service propositions that align user needs with strategic business objectives
Champion and embed service design as a mindset and way of working across OMERS
Influence stakeholders at all levels through clear storytelling, strong facilitation, and evidence-based recommendations
Work collaboratively by bringing empathy, creativity, and a constructive mindset to highly collaborative engagements.
What You Bring
5+ years of experience in service design, strategic design, CX, UXR, or a related field
A strong history demonstrating end-to-end service design work, from research and insight generation to strategy and delivery
Strong expertise in human-centered design methods, including research, synthesis, ideation, prototyping, and testing
Proven ability to design and improve complex, multi-channel services that meet user needs and drive operational efficiency
Strong systems thinking—understand how experiences connect to processes, policies, and organizational structures
Confidence facilitating workshops and managing diverse stakeholders, including senior leaders
Excellent visual and verbal communication skills, with the ability to bring ideas to life through artifacts such as journey maps and service blueprints
Experience working in cross-functional, agile teams alongside product managers, developers, and business stakeholders
A critical thinking and entrepreneurial mindset—comfortable with ambiguity and driven to solve complex problems
Ability to synthesize and connect past research insights to present and future project initiatives.
A successful candidate will be empathetic to the needs of others, curious about the world, creative in their approach to problem-solving, and eager to learn by doing.
Nice to Have
Experience in financial services, pensions, or other regulated environments
Familiarity with tools such as Figma, Miro, Sprig, or similar survey tools
Exposure to data-informed design, experimentation, or analytics
Experience helping to build or scale service design practices
A Note on Growth
The Pensions team is constantly evolving—and your role will evolve with it. At OMERS, we’re committed to helping you grow your craft, expand your impact, and shape the future of service design within our organization.
We believe that time together in the office is important for OMERS and Oxford, the strength of our employees, and the work we do for our pension members. In delivering on our pension promise, keeping us connected to our work and each other, our flexible hybrid work guideline requires teams to come in to the office 2 days per week.
This posting is for an existing vacancy.
The expected salary range for this position is $72,000.00 - $108,000.00 per year.
You may also be eligible to receive an annual Incentive Award pursuant to our Short-term Incentive plan and our Long-Term Incentive plan (if applicable), and to participate in our group benefits and retirement plans – details on these elements of compensation are included within OMERS & Oxford offer letters.
As one of Canada’s largest defined benefit pension plans, our people-first culture is at its best when our workforce reflects the communities where we live and work — and the members we proudly serve.
From hire to retire, we are an equal opportunity employer committed to an inclusive, barrier-free recruitment and selection process that extends all the way through your employee experience. This sense of belonging and connection is cultivated up, down and across our global organization thanks to our vast network of Employee Resource Groups with executive leader sponsorship, our Purpose@Work committee and employee recognition programs.
Artificial intelligence (AI) tools are used to support certain stages of the OMERS recruitment process. While AI assists us in our process, human judgment and decision-making remain central to our candidate experience.