Sr. Director, Design & User Experience

PointClickCare•Mississauga, ON

1d•CA$234,000 - CA$260,000•Hybrid

About The Position

The Senior Director, Design & User Experience is accountable for ensuring that all product interactions are intuitive, consistent, and aligned to customer needs and business outcomes. This role operates at the intersection of Product, Engineering, and Design—driving a unified experience strategy across teams and embedding high standards of craft, clarity, and accountability. The leader will advance UX and content design as a strategic capability, enabling faster execution, stronger product-market fit, and scalable, AI-enabled product experiences across a complex B2B healthcare technology portfolio.

Requirements

10+ years of experience in UX, content design, or product design within complex B2B technology environments
5+ years leading multi-disciplinary design and research organizations at scale
Bachelor’s degree in UX, Design, Information Technology, or a related field
Proven experience operating at the executive level within Product and Engineering organizations, influencing strategy and outcomes
Deep expertise in scaling UX across large, multi-product platforms, including developing design leaders, managers, and principal-level talent
Demonstrated ability to influence senior stakeholders and drive cross-functional alignment across Product, Engineering, and Customer-facing teams
Strong understanding of user-centered design principles, accessibility, and content clarity in regulated or high-complexity domains
Experience integrating AI and emerging technologies into user experiences and team workflows

Nice To Haves

Master’s degree in UX, Design, Information Technology, or a related field

Responsibilities

Oversee and evolve clear guidelines for user experience and product content, including how users interact with AI-enabled functionality to improve efficiency across roles in the healthcare continuum
Champion and lead initiatives to improve UX quality and drive AI transformation, defining success metrics and measuring impact on key business outcomes
Standardize interaction patterns, content design practices, and the growth and adoption of the internal design system across multiple products and teams
Partner closely with Product and Engineering executive leadership to align on strategy, initiative progress, and risk mitigation
Collaborate with Outbound Product, Escalations, and Customer Success teams to identify high-impact user pain points and translate them into actionable experience improvements
Ensure UX and content design are embedded early in product discovery, planning, and decision-making processes
Clarify decision rights and ownership at the intersection of Product and UX to enable efficient, high-confidence decision-making
Reduce ambiguity and rework by establishing clear accountability models and scalable design governance practices
Build, lead, and develop high-performing teams across UX design, content design, and user research, including coaching managers and senior ICs
Establish operating rhythms, measurable goals, and performance expectations aligned with Product and Engineering organizational standards
Foster a culture of excellence, discipline, clarity, and continuous learning across distributed teams
Enable adoption of AI-supported workflows, tools, and design practices to improve team productivity, quality, and delivery speed
Drive measurable improvements in product adoption, usability, accessibility, and overall customer satisfaction