Senior Lead in Service Design

Job description

Numinus is on a mission to help people heal and be well through the implementation of psychedelic-assisted psychotherapy and other evidence-based mental health supports. The costs of mental illness,

addiction and trauma are high - that’s why we’re developing new treatments and approaches that use the most rigorous, up-to-date research and methodologies to support solutions for healing. We are a public company listed on the TSX Venture Exchange under the symbol NUMI.

Numinus envisions a world where all people are enabled to discover healing and wellness. That’s why we’re creating solutions to develop and deliver cutting-edge psychedelic-assisted psychotherapeutic services and transform the mental health landscape.

Since our public listing in May 2020, we have been creating the building blocks to the foundation of our company with the goal of providing access to safe, evidence-based use of psychedelic-assisted psychotherapies. These building blocks include:

  • Raising a total of $27.5M during 2020 and $40M in 2021

  • Acquiring MindSpace, a full-service well-being organization that is pioneering psychedelic programming, having 2 operating clinics in Montreal;

  • Collaborating with MAPS Public Benefit Corporation to seek approval to deliver MDMA-assisted psychotherapy for PTSD through a single-arm open-label trial;

  • Signing an agreement with Syreon to undertake a compassionate access clinical trial of psilocybin-assisted psychotherapy for substance use disorders;

  • Becoming the 1st Canadian public company to legally harvest Psilocybe Mushrooms.


Overview:

Numinus is looking for a Senior Lead in Service Design to drive our goals to improve the mental well-being of all and redesign the future of the client experience in our Numinus community. Reporting to the VP of Experience Design and Innovation, this newly created position is an integral part of the experience design team to lead service design, experience design, and aspects of innovation in psychedelic programs and mental health services.

Numinus’ core service and offerings are at the heart of our company’s mission.  Our Experience Design team is a diverse team of strategic, empathetic thinkers and deep interaction specialists who envision and craft experiences across clinical services, digital, and physical areas.


WHAT YOU’LL DO

As a Senior Lead in Service Design, you will support experience and service design activities on psychedelic-assisted psychotherapies and mental wellness projects, including client workshops, creative brainstorms, and interaction design. This is your opportunity to be part of a team that is creating a positive impact for our clients, therapists, and the world by augmenting our psychedelic services and programs, products, and clinic/retreat spaces that people love.


Key Responsibilities:


  • Uncover user needs through research, develop deep insights, generate concepts, and craft how people will interact with the products and services we design.

  • Contribute to service and experience design activities, including client workshops, user interviews, and creative brainstorms.

  • Collaborate with our strategy team, clinical experts, and business units to understand the user and business needs, identify design opportunities, and create meaningful service experiences for our clients and therapists and other stakeholders.

  • Participate in a user-centred design process that spans all phases of development, from framing a service opportunity to coordinating service delivery implementation.

  • Explain, discuss, and justify design decisions to team members and clients.

  • Lead and contribute to service and experience design deliverables such as behavioural customer segmentation, experience maps, user journeys, interaction models, process documentation, and workflows generating service design blueprints.

  • Design and manage a service delivery blueprint, including all types of touchpoints and front/back of house processes or interactions for all current operations and planning purposes and future projects.

  • Work with internal and external subject matter experts, such as our medical and clinical leadership, to integrate their program, service, and stakeholder care requirements into the service blueprint; and our marketing leadership, to integrate their brand, storytelling, digital strategy and performance marketing requirements.

  • Ensure a fully integrated and aligned omni-channel experience between physical locations, virtual services, and digital and analog client touchpoints.

  • Take part in a culture of innovation by sharing wisdom and learnings of service and human-centred design within Numinus.


Job requirements

Qualifications

The requirements listed below are representative of the experience, knowledge, skill, and/or ability required to perform this job successfully.


Experience and Skills:

  • Minimum 10 years of experience in service delivery design or relevant product or user experience design; the ideal candidate will have full-stack experience in service design (end to end).

  • At least 5+ years of experience in mental health, healthcare or social care settings is preferred, and a strong asset; the digital health and technology field is also preferred.

  • Strong understanding of principles of client-centric design, such as persona development, market research techniques, client experience and management (quantitative and qualitative).

  • Minimum of 10 years in-depth knowledge and experience in design research, interaction design, and service design across varied users, business problems, and digital and physical touchpoints, including.

  • Creating experience maps, user journeys and service blueprints, interaction models, flows, and wireframes.

  • Planning, designing, facilitating and synthesizing workshops.

  • Utilizing rapid prototyping methods, ranging from paper sketching to digital prototypes.

  • Accustomed to working collaboratively with clients and cross-functional team members. 

  • Demonstrate a high level of proficiency in design thinking and design operations, including experience deploying various tools and methodologies to drive excellent design and product/service results.

  • Strategic and analytical thinker who can develop a service strategy focused on client outcomes with a compelling vision and a clear path for execution.

  • Ability to work and effectively communicate cross-functionally both internally and externally to influence key stakeholders to push initiatives forward quickly.

  • Intuitive and empathetic, good at reading between the lines and seeing implicit truths being offered.

  • Experience working in start-ups and hypergrowth / quickly changing environments.

  • Ability to flourish with minimal guidance, be proactive, and handle uncertainty and ambiguity.

  • Results-driven, detail-oriented, organized self-starter.

  • Demonstrated ability to lead and manage teams while also functioning as an individual contributor/team member.

Education

  • Bachelor’s degree or equivalent experience in industrial design or a related field; post-secondary experience in user-centred design, UX design or related; Masters is preferred.

  • Ability to learn new software quickly; experience with Microsoft Office, Adobe Creative Suite, Miro, and other visual aid software such as InDesign.


Location- Remote_Toronto_Montreal_Vancouver

During COVID-19, much of the above may be remote/virtual; however, on-site presence will ultimately be a requirement for certain aspects of the role, such as the delivery of medical services, oversight of medical procedures, oversight of reporting personnel, etc. The ratio of remote vs. on-site presence will be influenced by regulatory requirements and other factors.


Our Commitment to Inclusion & Diversity

At Numinus, inclusion and diversity are fundamental to our culture and embedded in our core values. We are committed to creating a workforce where our people can feel comfortable, be themselves and contribute. Like Canada itself, Numinus employees represent a tremendous variety of cultures, ethnicities, beliefs, backgrounds and languages. We offer an inclusive environment regardless of personal characteristics such as ethnicity, religion, gender, sexual orientation, gender identity or expression, age or disability.



We thank all of those who take the time to apply; however, only those short-listed will be contacted.