Sr. Lead, Digital Experience

Bond Brand Loyalty • Toronto, ON

5h • CA$106,453 - CA$137,155 • Hybrid

About The Position

This team sits at the intersection of customer strategy and digital experience design. We are a small group of strategists and digital experience designers who work directly with global clients on research, strategy, and design that shapes how millions of customers experience a brand. Everyone here has a point of view, a high standard for the quality of their output, and a genuine curiosity about what makes people tick and what makes them stay loyal to a brand. If you want a role where you can move from a UX research debrief to a loyalty experience design session to an executive presentation, all in the same week, this is that role!

Requirements

• Bachelor’s Degree or College Diploma in Interaction Design, User Experience Design, Graphic Design, Human-Computer Interaction, Psychology, or a related field
• 7-9 years of experience in a professional services, consulting, product, or agency environment, or an equivalent combination of experience and demonstrated design leadership.
• Minimum 5 years leading design projects or teams in a client-facing capacity.
• Proven ability to create wireframes, flows, prototypes, and interaction models using Figma, Sketch, or Adobe XD, working across the full fidelity spectrum from conceptual sketches to handoff-ready artifacts.
• Experience designing and conducting UX research (moderated interviews, usability testing, heuristic reviews) and translating findings into strategic design recommendations.
• Deep familiarity with end-to-end journey mapping, service design, and the ability to connect interaction-level design decisions to broader CX strategy and loyalty mechanics.
• Experience developing service blueprints, ecosystem maps, and multi-channel experience strategies that articulate both user needs and business value.
• Ability to write and present with clarity and conviction, making complex design rationale and strategic recommendations immediately legible to a senior audience.
• A collaborative working style and confidence in client-facing environments, including the ability to challenge a brief, push back on assumptions, and advocate for the user’s perspective in the room.
• Experience guiding or mentoring junior team members, with a genuine interest in building people up as part of your day-to-day work.
• A portfolio demonstrating end-to-end thinking from research through design, with clear articulation of decisions made, problems solved, and impact delivered.

Nice To Haves

• Familiarity with loyalty, personalization, and behavioral science concepts is a strong asset, particularly in connecting design decisions to measurable customer behavior.

Responsibilities

• Lead the end-to-end delivery of digital experience engagements, from UX research and insight synthesis through interaction design, prototyping, and client-ready presentations.
• Design and lead UX research activities, including moderated interviews, usability testing, and heuristic reviews, and translate findings into design opportunities and experience recommendations.
• Create wireframes, user flows, interaction models, and high-fidelity prototypes using Figma, Sketch, or Adobe XD, working from low-fidelity concepts through to polished, handoff-ready artifacts.
• Map end-to-end customer journeys, identify friction points, and uncover moments that matter, connecting digital experience design to broader CX strategy and loyalty mechanics.
• Develop service blueprints, ecosystem maps, and multi-channel experience strategies that link user needs to business goals and make the case for investment in better digital experiences.
• Build and maintain strong client relationships as the primary point of contact for digital experience work, earning trust through consistent delivery and a clear strategic point of view.
• Partner with customer strategy, analytics, and engineering teams to bring a fully integrated perspective to engagements, ensuring design decisions are grounded in data and feasible in execution.
• Conduct competitive market scans and best-in-class benchmarking across digital products and experiences to ground client recommendations in a clear view of the landscape.
• Interpret quantitative research, behavioral data, and web & platform analytics to uncover customer needs, identify experience opportunities, and translate findings into meaningful insights and actionable recommendations.
• Support new business development by contributing to RFP responses, pitch presentations, and opportunity scoping conversations.
• Contribute to Bond’s market presence through client-facing workshops, conference participation, and published perspectives on digital experience design, loyalty innovation, and the evolving role of AI-enabled personalization.
• Mentor junior designers and strategists, offering guidance on research synthesis, design craft, and client communication, and actively contributing to a culture of intellectual curiosity and high standards.

Benefits

• Competitive healthcare and wellness benefits that care for both body and mind including Medical, Dental, Vision, Health Care Spending Account, Employee Assistance Program, access to 24/7 virtual healthcare and/or consultation services for you and your family
• Retirement planning assistance with company matching.
• Access to learning programs, mentorship, stretch projects, and internal mobility
• Recognition programs for individual and team achievements, peer-nominated awards, and service anniversaries.
• A hybrid work model and flexible vacation offers agility to meet the needs of our global business and workforce
• Social events like F1rst Thursdays, Kick-Off gatherings, and holiday parties

What This Job Offers

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