Senior Service Designer

Questrade Financial Group • Toronto, ON, Canada • 17h ago

What’s in it for you as an employee of QFG?

Health & wellbeing resources and programs
Paid vacation, personal, and sick days for work-life balance
Competitive compensation and benefits packages
Work-life balance
Career growth and development opportunities
Opportunities to contribute to community causes
Work with diverse team members in an inclusive and collaborative environment

We’re looking for our next Senior Service Designer. Could It Be You?

We’re looking for a Senior Service Designer to help us reimagine how we deliver value to our customers and colleagues. If you’re excited by complexity, motivated by real outcomes, and passionate about connecting rigorous research with meaningful design, this role is for you.

Apply through the link sending us your resume plus your portfolio that showcases your process, impact, and outcomes. We’re not just looking for polished deliverables, we want to see how you got there and achieved.

Need more details? Keep reading…

As a Senior Service Designer, you’ll lead projects that span through discovery, design, and delivery phases. You’ll bring clarity to messy problems, shape strategies grounded in evidence, and translate them into actionable improvements across digital, human, and physical touchpoints, as well as organizational structures.

You will:

Lead end-to-end service design projects: framing opportunities, conducting research, mapping journeys, prototyping, and influencing the shape of roadmaps.
Work closely with product management, design, research, backoffice, and customer service teams to influence product and service improvements.
Design and execute research (qualitative + quantitative) that surfaces customer and employee needs, tests hypotheses, and validates solutions.
Make the invisible visible through frameworks like journey maps, service blueprints, and ecosystem maps that align teams around a shared view of the problem and the path forward.
Facilitate collaboration: run workshops, co-design sessions, and alignment forums that bring stakeholders, customers, and cross-functional teams together.
Translate insights into impact by shaping service strategies, experience principles, and operational improvements.
Advocate for both customers and organizational needs, ensuring solutions balance desirability, feasibility, and viability.
Mentor and support other designers, raising the craft and culture of service design at QFG.
Build strong working relationships with product teams and delivery partners.

So are YOU our next Senior Service Designer? You are if you have…

5 years of professional experience in service design, strategic design, or related fields (consultancies, in-house teams, or agencies).
A portfolio that shows end-to-end service design and research excellence, from framing and insight generation to strategy and delivery.
Strong skills in user research methods (interviews, contextual inquiry, diary studies, usability testing, surveys) and synthesis into actionable insights.
Fluency with service design methods and tools (journey maps, personas, service blueprints, systems maps, service prototypes).
Workshop design and facilitation expertise: you know how to guide groups through problem framing, ideation, prioritization, and alignment.
Clear, compelling storytelling and communication skills, able to influence at senior levels and be an evangelist of the value of service design.
Comfort working in complex, multi-stakeholder environments even when facing ambiguity due to early exploration stages, varied stakeholder needs, or data availability.

Kudos if…

Experience shaping or scaling new services, products, or businesses.
Exposure to data-informed design (basic statistical analysis, behavioral analytics, experimentation).
Working knowledge of modern design, research, journey mapping/ops, and user analytics tools as:
(e.g., Miro, TheyDo, Figma, UserTesting, Amplitude).

Compensation Information:

Base salary range: $100,000 - $150,000
The final compensation package will be commensurate with the successful candidate's experience, skills, and geographic location (Canada). It includes a comprehensive benefits plan and a competitive incentive (bonus) program for Full-Time Permanent roles.

Sounds like you? Click below to apply!#LI-Hybrid #LI-CE1