Director, User Experience (UX) and Design

Canada Post - Postes Canada; Toronto; On-site; CAD 100,000 - 130,000; Full time

Job summary

A leading postal service provider in Toronto is seeking a Director to lead user experience (UX) design for all customer-facing digital experiences. This role involves mentoring UX professionals, collaborating with various stakeholders, and ensuring high-quality design solutions that drive business growth. Ideal candidates will have over 7 years of experience in UX roles and a strong background in design and leadership.

Qualifications

• 7+ years of experience in UX or CX roles.
• 3+ years of people management and leadership experience.
• Expertise in user-centered design.

Responsibilities

• Leads and mentors a team of UX professionals.
• Collaborates with stakeholders to enhance digital functionality.
• Oversees customer-facing digital applications.

Skills

User-centered design

Leadership

UX research

Communication

Education

Post-secondary degree in Design, HCI, or related discipline

Job description

Overview

The Director leads the user experience (UX) design for all customer-facing digital experiences, ensuring the delivery of high quality and impactful digital design solutions, whilst delivering Design Thinking across the organization. Develops the vision and process for user experience from concept to completion and acts as functional “owner” of the website and any digital interface and mobile applications. Works with the Product and Technology to create digital experiences which provide customers access to Canada Post’s products and services and drive business growth.

Responsibilities

• Leads, manages and mentors a team of user experience (UX) professionals through major design projects as well as maintaining a foundational UX practice.
• Collaborates closely with stakeholders such as Marketing, Communications, Technology, and Product Management to design and develop new digital functionality from a user experience perspective, increasing business growth through improved customer experience and value.
• Works with the Product and Technology teams to build prototypes for digital applications that translate the strategy and vision into a functional user experience.
• Oversees the functionality and relevance of all customer-facing digital applications including the corporate website, mobile applications, and shipping and mailing tools. Ensures the day-to-day content on the site matches tone and engages the end user.
• Leads the design and build of user experience guidelines and policies and ensures they are applied consistently.
• Oversees UX research, and provides analysis and reporting of research insights to key stakeholders. Recommends and implements improvements.
• Acts as expert internal consultant and advocate for the value of UX. Builds awareness and understanding within the business to increase the benefits and drive further revenue growth.
• Accountable for effective budgeting, responsible for performance management and team engagement, responsible for setting standards, development, implementation and monitoring of process improvement, promote training and education at all levels, lead projects beyond the scope of the team.

Qualifications

Education

• Post-secondary degree in Design, HCI (human computer Interaction), OR other related discipline, or equivalent practical experience.

Experience

• 7+ years’ experience of demonstrated experience in UX or CX roles
• 3+ years of people management and leadership experience
• 3+ years of experience managing team budgets and targets
• Expertise in user-centered design, with a portfolio demonstrating a history of impactful, data-informed product design decisions
• Experience leading and operating in a fast paced, dynamic environment.

Other Candidate Requirements

• Breadth across UX disciplines including design, content, research, and front-end development.
• Experience working closely with Product and Technology; ability to represent and stand up for the UX function when working across disciplines.
• Expert ability in defining a design vision and bringing it to life by leading UX leaders and their teams. Ability not only to articulate a strategic vision but also have the capacity to roll-up the sleeves and design if required.
• A track record of success designing innovative solutions for complex workflows for B2C or B2B products.
• Experience hiring, leading and developing a large user experience team.
• Proven success marrying long-term quality and short-term impact.
• Solid experience guiding or managing user research and usability testing.
• Highly organized, strong attention to detail, excellent verbal and written communication skills.

Canada Post’s values and behaviours

Our Values - Trust, Respect and Deliver represent our fundamental promise to ourselves, our expectations of one and another and our shared duty to our country.

Our behaviours – Make the call, Know the destination, Deliver for others, Ignite our pride; embody our values, bringing them to life and guiding our actions.

We’re committed to living these values and practicing these behaviours every day. Learn more about the values and behaviours by visiting the Canada Post website.