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About the role
- Senior Experience Designer leading strategy and design of digital products at agency. Collaborating with cross-functional teams to create innovative customer experiences in Vancouver, BC.
Responsibilities
- Lead user, customer, competitive, and market research, synthesizing insights that uncover opportunities and inform experience strategy
- Plan and facilitate stakeholder interviews, customer interviews, executive workshops, and co-creation sessions
- Navigate ambiguity, helping clients define opportunities, align stakeholders, and build confidence in future-state strategies
- Lead concepting, service design, and experience strategy, balancing customer needs, business goals, brand, technology, and storytelling
- Develop and present personas, customer journeys, service blueprints, user flows, wireframes, and prototypes
- Define product strategies, roadmaps, and prioritization frameworks that balance feasibility, viability, desirability, and business impact
- Define how success is measured by establishing KPIs, analytics strategies, and optimization frameworks that connect customer behavior to business outcomes
- Build trusted client relationships through a deep understanding of our clients, their customers, business objectives, and competitive landscape
- Mentor colleagues, foster collaboration, and contribute to a culture of curiosity, ambition, craft, and excellence
- Leverage AI to elevate our work, identifying opportunities for AI-enabled customer experiences, personalization, automation, and operational optimization
Requirements
- 5+ years designing and delivering digital products, services, and customer experiences within an agency or consultancy environment
- A portfolio demonstrating exceptional strategic thinking, systems thinking, and craft across complex client engagements
- Excellent communication, facilitation, and consulting skills, with confidence to influence executive stakeholders, navigate ambiguity, and build trusted relationships
- Deep understanding of business, brand, and technology, able to clearly connect customer needs to meaningful business outcomes
- Experience using research, analytics, behavioral data, and AI to inform decision-making, optimize experiences, and identify new opportunities for customer and business value
- A collaborative leadership style with a passion for mentoring others and contributing to a culture of ambition, curiosity, craft, and excellence
- Strong understanding of how AI is reshaping the customer experience and organizational workflows
- Curiosity and ambition to challenge convention and create distinctive, brand-led experiences that differentiate our clients.
Benefits
- Health insurance
- Retirement plans
- Paid time off
- Flexible work arrangements
- Professional development opportunities
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