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UX Design/Strategy Lead

4 months ago

Toronto ON, Canada Robertson & Company Ltd. Full time

Financial Services experience is a MUSTReporting to the Director, Experience Design this is a critical role that will drive day to day execution of our Experience Vision. Key Accountabilities • Champion a human-centric mindset throughout the organization, advocating for the importance of empathy, research, and testing in the design process. • Contribute to the overall design strategy, vision and journeys for our digital products and services, ensuring alignment with business objectives and customer needs. • Gather key customer, advisor and stakeholder pain points, unmet needs and opportunities across various journeys to inform customer experience improvements and drive recommendations • Define and own the end-to-end journey across multiple channels with a digital-first mindset. • Drive the end-to-end design process, from concept development and prototyping to implementation and iteration, ensuring high-quality deliverables that meet usability, accessibility, and performance standards. • Collaborate closely with marketing, product, technology, and other stakeholders to translate business requirements and user insights into innovative design solutions that delight our customers and drive business results. • Lead interviews, co-creation workshops with business partners and develop critical design artefacts (insight reports, journey maps, blueprints, personas, prototypes etc.) to document, communicate and monitor the experience over time. • Leverage and maintain design systems, tools, guidelines, and best practices to promote consistency, efficiency, and scalability. • Stay informed about industry trends, emerging technologies, and best practices in digital experience design, and leverage this knowledge to drive continuous innovation and improvement. Key Performance Goals/Measurement • Share accountability with value stream leadership for continuous delivery of measurable business value via key metrics. • Accountable for HCD process adherence, HCD quality results, Net Promotor Scores, Customer Satisfaction Results.Requirements: • A degree in design, business or related discipline, or equivalent work experience. • Deep experience with user-centered research, design methods and techniques (Human-Centered Design). • Proven track record of delivering successful digital products and services in a financial services or similar industry. • Outstanding skills in research, analysis, communication and facilitation. • Experience leading a team of seasoned professionals (including without direct reporting relationships) in an agile environment; excel in iteration, collaboration, and adaptability. Competencies: • Both big picture thinking and detail-oriented doing. • An ability to manage and prioritize multiple work steams in a time sensitive environment. • Proficiency with user research, particularly with a lean approach. • Experience working and designing across channels in a complex industry. • Experience working with technical stakeholders to understand constraints and enablers. • Proficient in Figma, Mural, usertesting.com and/or other design, research, and collaborative tools.