Manager, Product Design Self Serve Experience
About The Position
Our Technology team wakes up every day with one goal in mind - connecting Canadians to the people and things that matter most. Together, we are proud to support 30 million Canadians each month through managing a robust portfolio that champions leading-edge technology. We drive large-scale, complex, and high-visibility technology projects and programs that shape the future of technology in Canada and expand connectivity from coast to coast. If you are interested in being a part of this, consider applying for the following opportunity: Rogers is seeking a Manager, Product Design Serve & Support Experience to oversee end‑to‑end mobile application design across self‑serve, support, and AI‑assisted customer experiences. In this role, you will collaborate closely with product, engineering, and content teams to enhance clarity, usability, and cohesion across all mobile journeys. You will also provide leadership and guidance to a team of designers, ensuring the balance between efficient delivery and the highest standards of design quality.
Requirements
- Proven, deep experience designing mobile apps (iOS and/or Android) at scale — this is non negotiable.
- A strong portfolio demonstrating end to end mobile app design, including complex flows, system thinking, and real world constraints.
- Expert level proficiency in Figma, including advanced use of components, libraries, and design systems for mobile.
- Experience designing self serve, support, or service based mobile experiences is strongly preferred.
- Highly data and research minded, with experience using insights to guide mobile UX decisions.
- Strong interest in (and curiosity about) AI and conversational interfaces, particularly within mobile apps.
- Experience managing or leading designers, vendors, or agencies.
- Strong coaching skills with a track record of developing others while maintaining high craft standards.
- Excellent stakeholder management skills—clear, calm, and credible in complex environments.
Responsibilities
- Own and drive mobile app UX and UI design across self serve and support journeys, from discovery through delivery.
- Personally contribute to complex, high impact mobile workflows, setting the quality bar for craft, interaction, and usability.
- Design for real world mobile constraints: platform patterns (iOS/Android), performance, accessibility, edge cases, and scale.
- Ensure mobile experiences feel intuitive, cohesive, and aligned across app, chatbot, and support touchpoint.
- Lead the design of chatbot and AI assisted support experiences, with a strong emphasis on mobile conversational interfaces.
- Explore and define patterns for conversational UI, system feedback, escalation to human support, and trust building within mobile apps.
- Partner with product, engineering, content, and data teams to evolve AI driven experiences responsibly and thoughtfully.
- Apply expert level Figma and design system skills to accelerate mobile delivery while maintaining consistency and quality.
- Use data, insights, and research to inform mobile design decisions and continuously improve customer outcomes.
- Champion strong UX thinking, accessibility, and content clarity—especially within mobile constraints.
- Manage and mentor a small team of vendors, contractors, and one full time designer, with a focus on growing mobile design capability.
- Coach designers through hands on feedback, critique, and clear expectations.
- Balance speed and quality—knowing when mobile experiences need polish vs. iteration.
- Partner closely with product, engineering, content, and operations teams.
- Clearly communicate mobile specific design rationale, trade offs, and recommendations to senior stakeholders.
- Represent design confidently in cross functional and executive discussions.
Benefits
- Competitive salary & annual bonus
- Competitive & flexible health and dental benefits, pension plan, RRSP, TFSA, and Stock matching programs.
- Discounts: Enjoy up to 50% off Rogers Services and Blue Jays Tickets, 25% off TSC items, and a 20% discount on all wireless accessories sold in Rogers stores.
- Paid time off for volunteering
- Company matching contributions to charities you support
- My Path: self-driven career development program
- Rogers First: priority in applying to internal roles of interest
- Homewood employee & family assistance program
- Cognitive Behavioural Therapy (CBT) & Virtual therapy sessions
- Low or no-cost fitness membership.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
