Senior Service Designer

Questrade Financial Group (QFG), through its companies - Questrade, Inc., Questrade Wealth Management Inc., Community Trust Company, Zolo, and Flexiti Financial Inc., provides securities and foreign currency investment, professionally managed investment portfolios, mortgages, real estate services, financial services and more. Questrade uses cutting-edge technologies to develop innovative products that give customers better, more affordable ways to take control of their money. We are everything a traditional financial institution is not. At QFG, you will be constantly moving forward, bringing the future of fintech into existence. You will be a part of a collaborative team that cares deeply about our mission and each other. Your team members will help you conquer challenges, push boundaries and discover what you are truly capable of. At QFG, we have a culture of innovation where technology serves people—both our team and our customers. We see AI as a collaborative and transformative enabler, and we are seeking forward-thinking individuals who can effectively integrate it into their daily work. The ideal candidate will be a catalyst for change, helping us use AI to create a more efficient and rewarding employee experience while also developing cutting-edge solutions that delight and serve our customers. Join us in shaping a future where AI empowers our team to do their best work and helps us deliver unparalleled customer experiences. This is a place where you can explore, discover and learn with continuous growth. As a diverse and inclusive place to work, with a hybrid working environment you can unleash your creativity and curiosity with no limits. If you share the same sense of infinite possibility, come shape your future at QFG. What’s in it for you as an employee of QFG? Health & wellbeing resources and programs Paid vacation, personal, and sick days for work-life balance Competitive compensation and benefits packages Work-life balance Career growth and development opportunities Opportunities to contribute to community causes Work with diverse team members in an inclusive and collaborative environment We’re looking for our next Senior Service Designer. Could It Be You? We’re looking for a Senior Service Designer to help us reimagine how we deliver value to our customers and colleagues. If you’re excited by complexity, motivated by real outcomes, and passionate about connecting rigorous research with meaningful design, this role is for you. *Need more details? Keep reading…* As a Senior Service Designer, you’ll lead projects that span through discovery, design, and delivery phases. You’ll bring clarity to messy problems, shape strategies grounded in evidence, and translate them into actionable improvements across digital, human, and physical touchpoints, as well as organizational structures. You will: Lead end-to-end service design projects: framing opportunities, conducting research, mapping journeys, prototyping, and influencing the shape of roadmaps. Work closely with product management, design, research, backoffice, and customer service teams to influence product and service improvements. Design and execute research (qualitative + quantitative) that surfaces customer and employee needs, tests hypotheses, and validates solutions. Make the invisible visible through frameworks like journey maps, service blueprints, and ecosystem maps that align teams around a shared view of the problem and the path forward. Facilitate collaboration: run workshops, co-design sessions, and alignment forums that bring stakeholders, customers, and cross-functional teams together. Translate insights into impact by shaping service strategies, experience principles, and operational improvements. Advocate for both customers and organizational needs, ensuring solutions balance desirability, feasibility, and viability. Mentor and support other designers, raising the craft and culture of service design at QFG. Build strong working relationships with product teams and delivery partners. *So are YOU our next* Senior Service Designer? *You are if you have…* 5 years of professional experience in service design, strategic design, or related fields (consultancies, in-house teams, or agencies). A portfolio that shows end-to-end service design and research excellence, from framing and insight generation to strategy and delivery. Strong skills in user research methods (interviews, contextual inquiry, diary studies, usability testing, surveys) and synthesis into actionable insights. Fluency with service design methods and tools (journey maps, personas, service blueprints, systems maps, service prototypes). Workshop design and facilitation expertise: you know how to guide groups through problem framing, ideation, prioritization, and alignment. Clear, compelling storytelling and communication skills, able to influence at senior levels and be an evangelist of the value of service design. Comfort working in complex, multi-stakeholder environments even when facing ambiguity due to early exploration stages, varied stakeholder needs, or data availability. *Kudos if…* Experience shaping or scaling new services, products, or businesses. Exposure to data-informed design (basic statistical analysis, behavioral analytics, experimentation). Working knowledge of modern design, research, journey mapping/ops, and user analytics tools as: (e.g., Miro, TheyDo, Figma, UserTesting, Amplitude). Compensation Information: Base salary range: $100,000 - $150,000 The final compensation package will be commensurate with the successful candidate's experience, skills, and geographic location (Canada). It includes a comprehensive benefits plan and a competitive incentive (bonus) program for Full-Time Permanent roles. At Questrade Financial Group of Companies, with multiple office locations around the world, we are committed to fostering a diverse, inclusive and accessible work environment. This is an environment where individuals are treated with dignity and respect. Here, the unique skills and experience you bring will be valued. You will be supported and motivated, so that you can harness your unlimited potential. Our team reflects the diversity of the communities we serve and operate in. Having a collaborative and diverse team helps us push boundaries to bring the future of fintech into existence—not only for the benefit of our customers, but for those who build their career with us. Questrade Financial Group of companies Applicant Tracking System utilizes artificial intelligence (AI) for application screening. The AI system operates on predetermined criteria, with final decisions subject to human review. Candidates selected for an interview will be contacted directly. If you require accommodation during the recruitment/selection process, please let us know and we will work with you to meet your needs.

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