Senior Service Designer

Intact Financial Corporation; Montreal (administrative region); Hybrid; CAD 94,000 - 115,000; Full time

Benefits offered by this job

Hybrid work model

Extra days off (up to 5 per year)

Telemedicine

Wellness account

Employee Share Purchase Plan (ESPP)

Pension with guaranteed income for lif

Job summary

Intact Financial Corporation in Montreal, QC is seeking a Senior Service Designer to shape accessible, outcome-driven employee experiences across IT Services Portfolio, enterprise platforms, and transformation initiatives.

You will blend experience design, enablement, and transformation architecture to translate priorities into journeys, intelligent workflows, adoption strategies, and measurable improvements.

Qualifications

• 7+ years of experience in product design, service design, product experience, digital transformation, journey and service engineering, or enterprise enablement.
• Strong portfolio demonstrating experience strategy, journey transformation, service blueprinting, intelligent workflow design, and measurable business impact.
• Demonstrated ability to connect business outcomes, operating model changes, technology platforms, and user needs from strategy through execution.
• Experience with enterprise applications, employee experience platforms, automation, AI-enabled services, or digital workplace environments is strongly preferred.
• ITIL 4 or 5 certification or knowledge of modern IT service management practices is an asset.
• Proficiency with AI concepts, tools, and AI-enabled service or workflow design is an asset.
• Business Architecture experience or formal training is an asset.
• For candidates located in Quebec, bilingualism is required considering the necessity to interact on a regular basis with English speaking colleagues across the country.

Responsibilities

• Define and lead the experience and enablement strategy for the IT Services Portfolio in alignment with transformation priorities.
• Translate future-state operating model objectives into experience principles, end-to-end journeys, service blueprints, intelligent workflows, adoption strategies, and delivery roadmaps.
• Engineer simplified services and workflows that reduce friction, improve outcomes, and scale across enterprise platforms, Automation, AIOps, and Digital Workplace solutions.
• Establish reusable design standards, service patterns, governance practices, and enablement assets that support sustainable transformation.
• Design accessible end-to-end experiences and produce the artefacts required to guide delivery.
• Ensure solutions meet usability, accessibility, and design quality standards.
• Collaborate with delivery teams to preserve design intent through implementation.
• Conduct interviews, workshops, journey mapping, and usability testing to identify user needs and friction points.
• Use feedback, behavioral insights, and performance data to validate designs and improve adoption and satisfaction.
• Partner with business, product, architecture, and delivery leaders to embed user-centered design throughout discovery, prioritization, and delivery.
• Align experience investments and solution decisions with portfolio priorities and measurable outcomes.
• Develop enablement approaches that increase adoption, self-service, and sustained behavior change.
• Define success measures and value narratives that demonstrate employee, service, and business impact.

Skills

Experience design

Service design

Product experience

Digital transformation

Journey engineering

Enterprise enablement

ITIL knowledge

AI concepts

Business architecture

Bilingual (French/English)

Job description

Our employees are at the heart of everything we do. Together, we help people, businesses, and society prosper in good times and be resilient in bad times.

Our employee promise represents Intact’s commitment to you in exchange for living our Values, striving to do your best work, being open to change and investing in your career. In return, we promise to provide support, opportunities and performance-led financial rewards at a workplace where you can shape the future, win as a team and grow with us.

Pay at Intact is about much more than just salary.

• Flexible work arrangements and a hybrid work model

• Possibility to purchase up to 5 extra days off per year

• Multiple benefits offered to support physical and mental wellbeing, including telemedicine, Wellness account and much more

• Share plan & other savings: up to 12% of salary or even more (ask how you could earn guaranteed income for life)

Salary range (but not limited to):

94,200 - 115,200

Annual bonus target, based on the base salary, with a potential payout of up to double the target (subject to personal and company performance):

12%

As part of our commitment to Win As A Team, we share our success with employees through our annual bonus plan and Employee Share Purchase Plan (ESPP) – with Intact matching 50% of your net shares.

Our pension offerings provide flexibility and long-term security for our employees beyond their careers. We are one of the few companies offering the opportunity to receive guaranteed income for life via our defined benefit pension plan.

Salary for the candidate will be determined taking into consideration a number of factors including: experience, skills, qualifications, anticipated contribution to role, internal equity, etc. The salary range presented above is based on a 35-hour workweek and would represent a majority of different candidate profiles. However, we encourage candidates who may fall outside of this range to apply as well.

About the role

Our growing team is looking for a Senior Service Designer!

TheSenior Service Designer shapes accessible, outcome-driven employee experiences across the IT Services Portfolio, enterprise platforms, and transformation initiatives.

Combining experience design, enablement, and transformation architecture, the role translates portfolio priorities, operating model evolution, and user needs into journeys, intelligent workflows, adoption strategies, and measurable service improvements.

What you'll do here:

Experience Design Specialist:

• Define and lead the experience and enablement strategy for the IT Services Portfolio in alignment with transformation priorities.

• Translate future-state operating model objectives into experience principles, end-to-end journeys, service blueprints, intelligent workflows, adoption strategies, and delivery roadmaps.

• Engineer simplified services and workflows that reduce friction, improve outcomes, and scale across enterprise platforms, Automation, AIOps, and Digital Workplace solutions.

• Establish reusable design standards, service patterns, governance practices, and enablement assets that support sustainable transformation.

User Experience Design:

• Design accessible end-to-end experiences and produce the artefacts required to guide delivery.

• Ensure solutions meet usability, accessibility, and design quality standards.

• Collaborate with delivery teams to preserve design intent through implementation.

User Research & Validation:

• Conduct interviews, workshops, journey mapping, and usability testing to identify user needs and friction points.

• Use feedback, behavioral insights, and performance data to validate designs and improve adoption and satisfaction.

Product Collaboration:

• Partner with business, product, architecture, and delivery leaders to embed user-centered design throughout discovery, prioritization, and delivery.

• Align experience investments and solution decisions with portfolio priorities and measurable outcomes.

Enablement, Adoption & Business Outcomes:

• Develop enablement approaches that increase adoption, self-service, and sustained behavior change.

• Define success measures and value narratives that demonstrate employee, service, and business impact.

What you bring to the table:

• 7+ years of experience in product design, service design, product experience, digital transformation, journey and service engineering, or enterprise enablement.

• Strong portfolio demonstrating experience strategy, journey transformation, service blueprinting, intelligent workflow design, and measurable business impact.

• Demonstrated ability to connect business outcomes, operating model changes, technology platforms, and user needs from strategy through execution.

• Experience with enterprise applications, employee experience platforms, automation, AI-enabled services, or digital workplace environments is strongly preferred.

• ITIL 4 or 5 certification or knowledge of modern IT service management practices is an asset.

• Proficiency with AI concepts, tools, and AI-enabled service or workflow design is an asset.

• Business Architecture experience or formal training is an asset.

• For candidateslocatedin Quebec, bilingualism is required considering the necessity to interact on a regular basis with English speaking colleagues across the country.

• No Canadian work experiencerequiredhowever must be eligible to work in Canada.

#LI-Hybrid

Il s'agit d'un nouveau rôle au sein de notre équipe en pleine croissance | This role is a new member of our growing team.

We are an equal opportunity employer

At Intact, our Value of respect is founded on seeing diversity as a strength. We strive to create an accessible workplace where employees feel valued, included and encouraged to share their unique perspectives.

We encourage applications from individuals who are members of equity‑deserving groups, including but not limited to women, Indigenous peoples, persons with disabilities, Black people, and members of the 2SLGBTQI+ community.

As part of Intact’s commitment to reconciliation, we acknowledge that we work, meet and travel across the land currently called Canada, originally inhabited by First Nations, Metis and Inuit people. This history extends through many centuries and continues to evolve today.

We have policies to ensure equal access and participation for people with disabilities, including providing workplace adjustments (accommodations). A copy of applicable policies is available on request.

If we can provide a specific adjustment to make the recruitment process more accessible for you, please let us know when we reach out about a job opportunity. We’ll work with you to meet your needs.

Learn more about our recruitment process and your candidate journey here.

Please note that Intact does not provide sponsorship or other support for immigration-related matters including but not limited to employer‑specific closed work permits. Candidates must be eligible to work in Canada from the anticipated start date and throughout their employment and are solely responsible for maintaining their work eligibility.

If you are an employee of Intact or belairdirect, please apply for this role on Internal Career Site.