Senior Strategic Designer
Intact Financial Corporation
Toronto, Ontario, CAN
4h ago

About the role

We’re looking for a Senior Strategic Designer to join our growing team!

As a Senior Strategic Designer , you will bring a human-centered approach to our products and services. You're an expert facilitator, researcher, and strategist.

Your quest is to demystify complex problems to conceive and help bring to life delightful omnichannel experiences across both customer and employee journeys.

As a member of our Global Design team, you will lead the full co-creative design process : working with stakeholders from the earliest stages of discovery, using design-driven methods to shape the way we understand problems, develop insight, and deliver solutions.

You will contribute to strategy and collaborate closely with diverse stakeholders to ensure organizational buy-in, alignment, and knowledge transfer - to elevate and transform our products and experiences.

Workplace : Toronto (700 University Avenue) or Montreal (2020 Robert-Bourassa)

What you’ll do here :

  • Inform our strategy and innovation efforts by providing insights into the needs of our customers and business - obtained through qualitative, quantitative and market research.
  • Synthesize data from multiple sources, translating research insights into actionable recommendations / design.
  • Produce CX / UX artifacts such as customer journeys, user personas and service blueprints to create a shared understanding of the customer experience across all lines of business, brands and channels : print, phone, digital and in-person.
  • Lead user research : client and stakeholder interviews, focus groups, usability tests, diary studies, etc.
  • Design and facilitate a range of co-creation workshops to engage stakeholders and customers in designing customer-centric processes.
  • Develop compelling stories and visual elements to communicate ideas, secure stakeholder buy-in and inspire teams at all levels, from peers to executives.
  • Develop prototypes to test and validate solutions for refinement.
  • Create clear solution development plans and collaborate with UX and product designers to support the roll-out of service design initiatives through experimentation, testing and refinement based on learnings.
  • Empathize with and lead stakeholders and customers as they move through the innovation journey and help them understand how to navigate divergent and convergent phases of development.
  • Advocate for customer-centricity throughout the organization.
  • Qualifications

    Everyone has a unique career journey and experience comes in many forms - this is considered a strength on our team. If you’re unsure you meet all of the criteria but still feel this might be the right fit, please apply! We’d love to meet you rather than you self-selecting out of the process.

    Plus, we believe in hiring for potential, and proudly support training should you notice any skill gaps.

    What you bring to the table :

  • At least 3 years of experience in omnichannel service design, design strategy, or experience design.
  • A strategic thinker who loves to solve complex problems and is able to zoom in and zoom out.
  • Analytical, curious and creative.
  • Proactive, comfortable working within a self-directed culture and navigating ambiguity.
  • A patient listener, effective communicator, engaging presenter and compelling storyteller.
  • Comfortable with interacting at different levels in the organization, from peers to senior management.
  • Many examples in your back pocket that showcase your process in delivering user-centered design solutions.
  • Expertise in usability, user-centered design and design thinking practices.
  • Expertise in facilitation, design research, and strategy.
  • A team player who thrives in a collaborative environment and can provide and receive constructive feedback.
  • Nice to haves

  • Strong visualization skills to communicate design ideas.
  • Experience with design tools (Figma, Sketch, Axure, InVision, Adobe Creative Suite, etc.)
  • Bilingualism (English / French)
  • Here are a few reasons why others have joined our team :

  • An award-winning, inspiring workplace that supports its people and recognizes great work
  • Stimulating, challenging projects and development opportunities to help you grow your skills and career
  • A comprehensive financial rewards program that recognizes your success
  • An extensive, flexible benefits package
  • An industry leading Employee Share Purchase Plan where we match 50% of net shares purchased
  • A $350 annual wellness account that promotes an active lifestyle
  • Flexible Work Arrangements

    We’re proud to support a flexible hybrid approach which gives everyone the best of both worlds. While there are no minimum or maximum time requirements, each team’s need for in-person connections will be different and there will be times you’ll join your colleagues at the office.

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