Senior Service Designer, Customer Experience

Company Information

Farber is one of Canada’s oldest, largest and most respected debt solution providers. We help Canadians get out of debt and start rebuilding their lives again. Established in 1979, Farber has almost 300 employees working across the country and has helped well over 200,000+ Canadians get out of debt.

And now, we’re embarking on our next stage of transformation & significant growth. To do that, we are hiring experienced, enthusiastic, motivated, innovative, and client-centric team members to play critical roles in helping us reach our ambitious goals.

If this sounds exciting to you, come join us to better serve the growing number of Canadians who are in need of financial help.

Role Summary

We are seeking a Senior Service Designer to design end-to-end services that deliver meaningful, user-centred experiences. You will shape complex digital journeys, grounding decisions in deep user research and collaborating closely with our clients, service teams, technology, and business stakeholders.

This role is ideal for someone who can balance strategic thinking with hands-on delivery, influence at senior levels, and raise the maturity of service design practice across an organisation.

Key Responsibilities

Service & Journey Design

• Design and evolve end-to-end, front to back services, with a strong focus on journeys across both human and digital touchpoints

• Create and maintain service blueprints, journey maps, ecosystem maps, and other service design artefacts

• Identify pain points, opportunities, and dependencies across people, process, and technology

• Ensure services are inclusive, accessible, and scalable
  
  User Research

• Plan and lead qualitative and quantitative user research to inform service and journey design

• Select and apply appropriate research methods (e.g. surveys, interviews, usability testing, ethnographic observation)

• Synthesize research insights and data analytics into clear, actionable recommendations

• Advocate for user needs and evidence-based decision making at all levels
  
  Collaboration & Leadership

• Work closely with UX/UI designers, product managers, engineers, technology and policy or operations teams

• Facilitate workshops and co-design sessions with stakeholders and users

• Influence stakeholders to help align teams around a shared service vision

• Translate user and business needs into clear service design strategies

• Balance user needs with organisational constraints, technical feasibility, and delivery timelines

• Contribute to design standards, tools, and ways of working

• Measure and iterate services based on user feedback and performance data
  
  Strategy & Delivery

• Translate user and business needs into clear service design strategies

• Balance user needs with organisational constraints, technical feasibility, and delivery timelines

• Contribute to design standards, tools, and ways of working

• Measure and iterate services based on user feedback and performance data
  

Qualifications

• 5+ years’ experience with strong expertise in service design with demonstrable experience designing digital journeys

• Advanced user research skills, from planning through to synthesis and storytelling

• Ability to design across complex systems and organisational boundaries

• Understanding of regulated environments, such as financial institutions

• Confidence facilitating workshops and communicating insights to diverse audiences

• Excellent visualization and storytelling skills

• Strong knowledge of behavioural design/science and its application

• Strong understanding of accessibility and inclusive design principles
  
  Technical & Design Skills

• Journey mapping, service blueprinting, prototyping and systems thinking

• Usability testing, ethnographic methods and research synthesis

• Collaboration with UX/UI, content, and technical teams

• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities simultaneously.

Benefits, and Perks

• Remote work model
• Vacation and wellness days
• Extended health and dental coverage, plus virtual doctor services
• Employee Assistance Program and mental health resources
• Company-matching retirement savings plan
• Financial support for professional development
• Annual company events
• Exclusive access to perks and discounts

Position: Senior Service Designer, Customer Experience
Location: Remote (Canada)
Industry: Financial Services
Department: Marketing
Employment Type: Permanent/Fulltime
Salary: $100,000-$120,000 + Bonus

Our Culture at Farber

At Farber, we’re in the business of helping people—and this ethos extends not only to our clients, but to our employees, partners. We are committed to taking action and to deliver an inclusive, diverse, and equitable workplace that our staff experience every day. This commitment also shapes our culture, which is one of a kind and unique. We are proud to have a dedicated culture committee who organize events, and consists of staff volunteers, they hand out awards for recognition and support the many holidays in our community to celebrate our inclusive and diverse workforce at Farber.

Farber encourages applications from all qualified candidates who represent the diversity of Canada.

• If you require any accommodations throughout the recruitment process—including alternate interview formats, accessible materials, or any other accommodations—we encourage you to contact us at careers@farbergroup.com.