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Design Strategy Lead

4 months ago

Toronto ON, Canada Compunnel Inc. Full time

We are hiring for our client, a leading Financial and Insurance service provider.

Contract: 12 months contract

Location: Toronto ON

Job Type: Hybrid (3 days from office)

Payrate: $48/hr. on T4

Job Description

You’ll be part of a global team of designers and experience strategists who are responsible for carrying projects through from early-stage discovery and research to execution., ensuring that the customer is at the heart of all business decisions we make.

Reporting 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.

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.

• Proficient in Figma, Mural, usertesting.com and/or other design, research, and collaborative tools.