Product Designer

Ready to shape the future of banking service? We are seeking a Product Designer, reporting to the Product Design Manager, to own the design for our banking customer experiences.

This role is ideal for a designer who enjoys thinking about the full end-to-end customer journey and is excited to bring new ideas to life in a fast-paced, collaborative environment. You'll own projects from discovery to delivery, like researching how agentic AI can improve customer booking, designing new workflows to better connect customers to the right banker, and using user feedback and analytics data to streamline in-branch service.

If you're a curious and pragmatic designer who loves solving complex problems across different touchpoints, then Coconut wants to hear from you

YOU'RE FIRED UP ABOUT

Research

• Conduct discovery research to understand user needs and pain points, then share these insights with your peers in Product, Design and Engineering.
• Facilitate workshops and design sprints with teams and stakeholders to explore solutions and gain buy-in.
• Own the end-to-end user journey for your product area and be the advocate for your user persona.

Design

• Ideate and iterate on solutions using a combination of writing, low-fidelity designs (sketches + wireframes), high-fidelity designs (mockups + prototypes), and usability tests (with internal SMEs + with customers).
• Collaborate closely with your peers through design critiques to ensure solutions will be intuitive, accessible, and visually appealing.

Validate

• Collaborate with your Product and Engineering triad to define success metrics for each initiative.
• Monitor and analyze user feedback and UX metrics to measure success and identify areas for improvement.

Collaborate

• Partner effectively with Product, Engineering, Marketing, and Customer Experience team members to ensure alignment and delivery of an exceptional user experience.
• Communicate with internal teams and external stakeholders to understand customers needs and describe design solutions in easy-to-understand terms

Elevate

• Promote the culture of continuous improvement to elevate our product and processes.
• Contribute to the development and maintenance of our design system to ensure coherent experiences across our platform.
• Help others grow through feedback and skill sharing.
• Speak up; foster the right kind of debate to drive innovation.

WHAT YOU BRING TO THE TEAM

• 3+ years of experience in product design, with a strong focus on B2B SaaS products 
• A portfolio illustrating your track record in shipping high-quality solutions quickly and without ego.
• A holistic approach to UX: can fluidly swap hats between research, visual design, interaction design, and information architecture.
• Experience designing for mobile devices using responsive techniques.
• Proficiency in designing digital experiences in compliance with, or beyond, WCAG 2.2 guidelines. 
• Excellent communication skills in all forms: visual, verbal, and written. Can confidently present to internal stakeholders and customers alike.
• Strong product judgment: understand when to unblock quickly and when to invest in deeper understanding.
• A curiosity for innovation: We're looking for someone who loves to learn and elevate their skills with new technology, particularly AI and large language models (LLMs) like Google Gemini.
  • You should have a foundational understanding of how these tools work and a strong desire to explore how they can be used to solve business and customer problems. We value continuous learning and our ideal candidate has a proven track record of innovating and pushing the boundaries of what's possible.

• Find your flow with Cabana Days. We offer flex-time and flex-days so you can recharge and be your best self. We empower our team to prioritize their well-being, knowing that a well-rested team is a productive one. While we offer this flexibility, our commitment to service excellence is unwavering. This benefit comes with a shared responsibility: our customers are our top priority. We ask that you remain available and responsive on flex-days, as needed, to ensure our customers' needs are always met promptly.
• Ability to do your job in a supported, but still flexible environment
• Supported professional development, learning & career opportunities - be supported in your growth journey 
• Regular 1:1 coaching with your leader and regular connection to a passionate executive team
• Work in a team big enough for growth but lean enough to make a real impact
  

A full range of benefits to keep you happy & healthy; 

• Competitive Salaries - we pay fairly based on experience and expertise, not your ability to negotiate 
• Health & Dental Benefits, Virtual Care, & Disability top up - all starting from day 1 
• Virtual mental health and EAP platform 
• WealthSimple GRSP & Matching 
• Annual Wellness Benefit ($1000 per year) 
• Opportunity to work remote - anywhere in Canada 
• Employee Options - everyone shares in our success 
• Internet Subsidy on each paycheck 
• Tiki Bucks Incentive Program - everyone is entitled to earn bonuses
• A People First Company - 4.4 rating on Glassdoor
  
• Recently named "Most Admired Corporate Cultures" and ranked #6 in "Best Workplaces in Canada" in company size category

Mission
Match customers with the right expert, at the right time, so no opportunity is lost. 

Values
Collaboration. Honesty. Empathy. Elevate. Resilience. Service Excellence.

Coconut Software makes it effortless for customers to connect with their bank or credit union. Our appointment scheduling, queue management, and video banking solutions are used by leading financial institutions across North America, including RBC, Arvest Bank, Vancity, and Rogue Credit Union. Organizations that use Coconut benefit from a seamless customer experience that improves NPS, reduces wait times, and increases conversion rates.

To date we have raised close to 40M and have been doubling revenue year after year. The team at Coconut has ambitious growth plans to continue to scale the business to new heights by owning the North American market and delivering innovative solutions to our customers. 

Coconut has a company culture that is best in class. We foster a community that is unconditionally inclusive, and in return ask that our people contribute their differing perspectives, ideas and experiences for one common purpose: to advance the way people live and work in an environment of diversity, equity and inclusion and workplace belonging. 

Some recent awards we're proud of include:

Coconut Software is committed to treating all people in a way that allows them to maintain their dignity and independence. We believe in integration and equal opportunity. We are committed to meeting the needs of people with disabilities in a timely manner, and will do so by preventing and removing barriers to accessibility and meeting accessibility requirements under the Accessibility for Ontarians with Disabilities Act, 2005.