Experience Design Lead

4 weeks ago

Toronto ON, Canada Compunnel Inc. Full time

Experience Design LeadDescription:About: Role is a UX lead or Design Strategy Lead. Out of 2 positions, one will own B2B profiles and personas (Financial Service company to financial advisor or financial advisor to participant)One will be responsible for B2C experience - participant (customer) to plan sponsor. Open to both B2B and B2C profiles.This is an individual contributor role. wont be managing a team directly but will be working with a huge product and technical team so need that design strategy experienceWill help shape personas, oversee customer journey and as the team is building experiences, managing the team, more of strategic thinking, service and experience design.Its not a niche role as per the HM Its not a UX Research or UX designer role. but if they have design experience then it will be a plusQualifications: Financial Services background is critical, there are a lot of nuances this person will have to be aware about. need a good amount of industry experience. Retirement background highly preferredExperience with Mural is critical- they do a lot in Mural from journey mapping to collaboration. It’s a common toolFigma is preferred - wont be hands-on on the keyboard building screens and wireframes but its preferred, they don’t have to be an expert but some knowledge is preferred either direct or working with design teamsNot a UX design role more of design strategy, UX background is great but strategic mindset is requiredYears of exp: manager or lead level 3-5 years of solid design strategy exp . If they don’t have Strategy Design experience then agile delivery will be super relevant as wellFine with no UX design skills but they need to good with service design and design strategy or should have a combination of both (strategy +design)Key AccountabilitiesChampion 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 recommendationsDefine 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/MeasurementShare 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.

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