Lead Experience Designer, CX | Design Strategy

FP Inc.; Toronto; On-site; CAD 90,000 - 130,000; Full time

Job summary

FP Inc. is seeking an experienced Service Designer to lead end-to-end product and service design, shaping customer-centric experiences across internal processes, policies, and programs.

You will apply qualitative and quantitative research, synthesize insights, and guide workshops and co-creation sessions with diverse partners to deliver seamless customer outcomes.

Qualifications

• 5+ years experience in service design, CX, or related field.
• Proficient in journey mapping, service blueprinting, and design research.
• Strong facilitation, workshop design and stakeholder management.

Responsibilities

• Lead end-to-end CX initiatives from discovery to execution.
• Synthesize insights to define prioritized experience opportunities.
• Facilitate workshops, design sprints, and co-creation sessions.
• Collaborate with stakeholders to design CX solutions that drive value.
• Mentor teams and grow CX capability across the organization.

Skills

Service design

CX

Strategic design

UX

HCD

Product design

Design innovation

Tools

Adobe Creative Suite

Figma

Mural

Job description

Contract Duration: ASAP - 12 months

Typical Day in 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
• Partner with internal and external stakeholders to design and recommend CX solutions that enhance client value and satisfaction

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

• 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.

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. 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.