Lead Experience Design Strategy - Client Experience Office

Scotiabank • Toronto, ON

73d • Onsite

About The Position

As a Lead Experience Design Strategy, you will play an active role in the team focusing on creating and driving global best practice. You will be responsible for shaping future experiences, and mapping our end-to-end services and processes from the perspective of the customer, using design and research tools to map and design end to end experiences, connecting CX to long-term Canadian Banking client strategy, proactively collaborating with Channel and Product leaders, Marketing, and other key stakeholders to deliver great experiences that fuel market growth.

Requirements

• 5+ years experience in service design, CX, Strategic design, UX, HCD, product design, business design, design innovation or a closely related field
• Post-secondary education in a related field
• Demonstrates expertise in consulting or in-house teams, successfully working on large and complex multi-channel projects
• Highly-skilled in a range of design methodologies such as journey mapping, pattern and blueprint development, contextual interviews, design research, ethnographic observation, diary studies, design workshops, landscape reviews, trend analysis, etc.
• Advanced understanding of information architecture and systems thinking as they apply to the design of a service
• Leads activities to synthesize data and present insights toward meaningful outcomes.
• Demonstrates a positive and resilient personality; able to embrace feedback and have a desire for continuous iteration and improvement.
• Comfortable working in a self-guided manner with the ability to prioritize tasks and manage own time efficiently.
• Excellent leadership, communication and teamwork skills.
• Deals well with ambiguity, taking smart and calculated risks and supports others who do the same.
• Effectively able to prioritize and pivot in response to evolving business constraints.
• Open, persuasive, engaging and love to have a good laugh.
• Comfortable leading an end-to-end design thinking process: scoping, fieldwork, synthesis, ideation, developing journey maps, service blueprinting, personas, socializing findings, and driving outcomes through actionable insights and recommendations.
• Strong strategic influencing, workshop design and facilitation skills, coordination, prioritization, and execution skills.

Nice To Haves

• Mastery of Adobe Creative Suite is an assets plus other design tools Figma and Mural; including the ability to build your own design artifacts such as personas, journey maps, reports, etc.

Responsibilities

• Lead the design of end to end products, services, and experiences, including the internal processes, policies, and programs that enable seamless, customer centric outcomes.
• Plan, lead, and apply customer research (qualitative and quantitative) to uncover deep human needs, behaviors, and pain points, translating insights into clear experience and service opportunities.
• Apply deep understanding of human needs and systems thinking to diagnose experience and process gaps, identifying where experiences break down and how they can be redesigned.
• Drive end to end CX initiatives, owning delivery across discovery, design, validation, and execution while managing complex stakeholder environments.
• Synthesize insights from multiple data sources to define prioritized experience opportunities that balance customer value, business impact, and feasibility.
• Design and facilitate workshops, design sprints, and co creation sessions that align teams, accelerate decisions, and build shared ownership of outcomes.
• Use service design tools (journey maps, service blueprints, service patterns) to institutionalize customer centric practices and influence how work gets done.
• Lead experience design with agility, iterating solutions through testing, learning, and refinement to respond to evolving customer needs and business priorities.
• Embed design as a way of working, helping teams move from one off projects to continuous experience improvement.
• Act as a CX and Service Design thought leader, coaching teams, sharing best practices, and strengthening CX capability across the organization.
• Champion a customer obsessed culture, influencing mindsets, behaviors, and decision making to keep the customer at the center.
• Communicate complex systems, insights, and experience strategies through clear, compelling, executive ready storytelling.
• Work with diverse partners & stakeholders to design products, services and experiences, as well as the internal processes, policies and programs that support them, in support of seamless customer experiences.
• Applies in-depth knowledge of human needs and how they can be mapped back to organizational systems and processes.
• Contribute to the growth of the Service Design practice across Scotiabank, acting as an advocate for the practice and a passionate agent of change.
• Manage, help lead the end-to-end delivery of CX initiatives, including journey mapping, service blueprinting and design strategy.
• Partner with internal and external stakeholders to design and recommend CX solutions that enhance client value and satisfaction

Benefits

• A competitive compensation and benefits package.
• meaningful development conversations that enable faster advancement and internal training to support your growth and development.
• clear, transparent criteria to progress in your career.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree