Lead Experience Designer, CX | Design Strategy

Finance Professionals Inc.; Toronto; Hybrid; CAD 83,000 - 96,000; Full time

Benefits offered by this job

Hybrid work

Inclusive culture

Job summary

Finance Professionals Inc. in Downtown Toronto is seeking a Lead Experience Designer, CX | Design Strategy to partner with stakeholders and design CX solutions that enhance client value. This hybrid role drives end-to-end CX initiatives and customer research to uncover needs and opportunities.

The candidate will lead workshops, synthesize insights, and coach teams to strengthen CX capability across the organization, delivering customer-centric experiences.

Qualifications

• 5+ years in service design, CX, or related field.
• Synthesizes data to drive meaningful outcomes.
• Skilled in journey mapping, patterns, blueprints, interviews.

Responsibilities

• Lead end-to-end CX initiatives across discovery, design, validation and execution.
• Plan and apply qualitative and quantitative customer research to uncover needs and pain points.
• Facilitate workshops and design sprints to align teams and accelerate decisions.
• Use service design tools to institutionalize customer-centric practices.
• Coach teams and advocate CX capability across the organization.

Skills

CX strategy

Stakeholder leadership

Design research

Journey mapping

Service blueprinting

Workshops facilitation

Human-centered design

Agile / iterative design

Education

Post-secondary education in a related field

Tools

Adobe Creative Suite

Figma

Mural

Job description

An Initial AI Screening will be conducted for this role.

JOB DESCRIPTION

Location: Hybrid | Downtown, Toronto

Duration: 12 Months

Our client, a leading financial institution in Downtown Toronto, is looking for a Lead Experience Designer, CX | Design Strategyto partner with internal and external stakeholders to design and recommend CX solutions that enhance client value and satisfaction. The successful candidate will have the opportunity to work with one of the Top 5 Banks in Canada.

Typical Day in the role:

• Lead the design of end-to-end products, services, and experiences, including the internal processes, policies, and programs that enable seamless, customer centric outcomes.
• Plan, lead, and apply customer research (qualitative and quantitative) to uncover deep human needs, behaviors, and pain points, translating insights into clear experience and service opportunities.
• Apply deep understanding of human needs and systems thinking to diagnose experience and process gaps, identifying where experiences break down and how they can be redesigned.
• Drive end to end CX initiatives, owning delivery across discovery, design, validation, and execution while managing complex stakeholder environments.
• Synthesize insights from multiple data sources to define prioritized experience opportunities that balance customer value, business impact, and feasibility.
• Design and facilitate workshops, design sprints, and co-creation sessions that align teams, accelerate decisions, and build shared ownership of outcomes.
• Use service design tools (journey maps, service blueprints, service patterns) to institutionalize customer centric practices and influence how work gets done.
• Lead experience design with agility, iterating solutions through testing, learning, and refinement to respond to evolving customer needs and business priorities.
• Embed design as a way of working, helping teams move from one off projects to continuous experience improvement.
• Act as a CX and Service Design thought leader, coaching teams, sharing best practices, and strengthening CX capability across the organization.
• Champion a customer obsessed culture, influencing mindsets, behaviors, and decision making to keep the customer at the center.
• Communicate complex systems, insights, and experience strategies through clear, compelling, executive ready storytelling.
• Work with diverse partners & stakeholders to design products, services and experiences, as well as the internal processes, policies and programs that support them, in support of seamless customer experiences.
• Applies in-depth knowledge of human needs and how they can be mapped back to organizational systems and processes
• Contribute to the growth of the Service Design practice across Scotiabank, acting as an advocate for the practice and a passionate agent of change.
• Manage, help lead the end-to-end delivery of CX initiatives, including journey mapping, service blueprinting and design strategy

Must Have Skills:

• 5+ years experience in service design, CX, Strategic design, UX, HCD, product design, business design, design innovation or a closely related field
• Leads activities to synthesize data and present insights toward meaningful outcomes.
• Highly-skilled in a range of design methodologies such as journey mapping, pattern and blueprint development, contextual interviews, design research, ethnographic observation, diary studies, design workshops, landscape reviews, trend analysis, etc.
• Mastery of Adobe Creative Suite including design tools Figma and Mural; including the ability to build your own design artifacts such as personas, journey maps, reports, etc.
• Comfortable leading an end-to-end design thinking process: scoping, fieldwork, synthesis, ideation, developing journey maps, service blueprinting, personas, socializing findings, and driving outcomes through actionable insights and recommendations
• Strong strategic influencing, workshop design and facilitation skills, coordination, prioritization, and execution skills.

Nice-To-Have Skills:

• Demonstrates expertise in consulting or in-house teams, successfully working on large and complex multi-channel projects
• Product Design background and understanding
• Comfort with using AI related tools for design strategy

Soft Skills Required:

• Demonstrates a positive and resilient personality; able to embrace feedback and have a desire for continuous iteration and improvement.
• Comfortable working in a self-guided manner with the ability to prioritize tasks and manage own time efficiently.
• Excellent leadership, communication and teamwork skills.
• Deals well with ambiguity, taking smart and calculated risks and supports others who do the same.
• Effectively able to prioritize and pivot in response to evolving business constraints.
• Open, persuasive, engaging and love to have a good laugh.

Education:

• Post-secondary education in a related field

FP Inc. is committed to creating an inclusive environment where all team members and clients feel like they belong.

In accordance with the requirements set out in the Employment Standards Act, FP Inc. hereby declares that AI is utilized in the screening process for this position.

The hourly compensation range for this role is $60/hr -$70/hr.

We seek applicants with a wide range of abilities, and we provide an accessible candidate experience.

We advocate for you and welcome anyone regardless of race, colour, religion, national origin, sex, physical or mental disability, or age.