UX Director

INNOCEAN Canada; Toronto; Hybrid; CAD 140,000 - 190,000; Full time

Benefits offered by this job

Great Places to Work recognition

Flexible hybrid work setup

Generous time off and winter break

Job summary

INNOCEAN Canada is seeking a Director of User Experience to lead our UX practice within the Strategic Planning team in Toronto. You will blend human behaviour, creativity, data, and technology to uncover what people truly need and translate that into experiences that move brands forward.

Reporting to the VP of Strategy with a dotted line to the ECD, you’ll shape integrated customer experiences across paid, owned, earned, digital, and physical touchpoints, mentor designers, and help grow a

Qualifications

• 8+ years of UX, experience strategy, service design, or digital strategy.
• Proven experience evolving connections planning across paid, owned, earned, digital and physical touchpoints.
• Experience shaping CRM lifecycle, personalization, and relationship programs.
• Strong ability in journey mapping, prototyping, service blueprinting, and storytelling.
• Able to find insights, sketch experiences, and sell big ideas.
• Collaborative, curious with a strong customer POV.
• Comfortable leveraging AI tools to synthesize insights and accelerate mapping.

Responsibilities

• Turn customer insight, behaviour, and data into journeys, opportunities, and experience strategies that clients act on.
• Evolve connections planning across paid, owned, earned, digital, and physical experiences.
• Shape CRM lifecycle, personalization, and relationship programs.
• Bring UX thinking to platforms, campaigns, activations, and real-world brand experiences not just screens.
• Use journey maps, prototypes, service blueprints, and sharp storytelling to turn insight into action.
• Champion the customer's perspective in every room and keep it there, even when it means challenging the brief.
• Champion UX best practices and bring experience-design thinking to new business and pitch work.

Skills

UX experience

Experience strategy

Service design

Customer strategy

Digital strategy

Job description

We're looking for an experienced Director of User Experience who lives at the intersection of human behaviour, creativity, data, and technology. If you're someone who uncovers what people truly need and turns that understanding into experiences that move them, we'd love to hear from you.

About us

INNOCEAN Worldwide Canada is an award-winning global marketing and communications company based in Toronto with offices across 16 countries and growing. At Innocean, we believe the future of business belongs to companies and brands that understand how to create memorable customer experiences. We are passionate about creating extraordinary value to our clients, providing bespoke solutions that propel their business forward locally, nationally, and internationally.

Position Summary

We are seeking a Director, User Experience to join our Strategic Planning team. Reporting to the Vice President of Strategy with a dotted line to the ECD, this role is part UX designer, part creative strategist. You'll help push beyond campaigns and channels to shape integrated customer experience strategies across paid, owned, earned, digital, and physical touchpoints, and grow a UX practice that influences the entire agency.

Key Responsibilities

• Turn customer insight, behaviour, and data into journeys, opportunities, and experience strategies that clients act on.
• Evolve connections planning across paid, owned, earned, digital, and physical experiences.
• Shape CRM lifecycle, personalization, and relationship programs that people genuinely value.
• Bring UX thinking to platforms, campaigns, activations, and real-world brand experiences not just screens.
• Use journey maps, prototypes, service blueprints, and sharp storytelling to turn insight into action.
• Champion the customer's perspective in every room and keep it there, even when it means challenging the brief.
• Champion UX best practices and bring experience-design thinking to new business and pitch work.

Qualifications & Experience

• 8+ years of experience in UX, experience strategy, service design, customer strategy, or digital strategy.
• Proven experience evolving connections planning across paid, owned, earned, digital, and physical touchpoints.
• Experience shaping CRM lifecycle, personalization, and relationship programs.
• Strong command of journey mapping, prototyping, service blueprinting, and strategic storytelling.
• Equally comfortable finding an insight, sketching an experience, and selling a big idea.
• Collaborative, restless, and curious with a strong point of view on what the customer actually needs.
• Comfortable leveraging AI tools to synthesize insights, accelerate journey mapping, and sharpen strategic narratives.

What you'll love about working at INNOCEAN Canada

• People-first and Inclusive of all we’re proud to be recognized by ‘Great Places to Work’ FIVE years in a row and counting - overall, as well as for youth, inclusion, and as a Best Place to Work for Women
• Flexible hybrid work set up (2 days in winter; 3 days in summer) with an awesome space at King Street West for collaboration and team get-togethers
• Generous time off plus an end of year winter break; our people also get extra days off when they reach key work milestones!
• Your Wellbeing is all-important - A Fully employer paid benefits coverage, flex spending wellness account, RRSPs, confidential individual counselling, and paid personal days
• Learning and development fund, and coaching and mentorship in your day-to-day to fuel your growth

Additional Information

This is an active, approved role.

Our recruitment team may use AI-assisted tools to help identify and review candidate applications based on job-related requirements and qualifications. All hiring decisions are made by humans.

INNOCEAN Canada is an equal opportunity employer that is committed to diversity, inclusion, and teamwork. We encourage all qualified applicants. Any disability-related needs will be accommodated throughout the recruitment process.