UX Design/Strategy Lead

2 weeks ago

Toronto, Ontario, Canada Robertson & Company Ltd. Full time
Financial Services experience is a MUST


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.
  • 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, and/or other design, research, and collaborative tools.

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