Senior Experience Designer Wanted

The Role

We believe that small, collaborative, and cross-functional teams are best equipped to achieve the strongest outcomes. Within these teams, Experience Designers bring clarity to complexity, uncover opportunities, and create value for our clients and the agency.

As a Senior Experience Designer, you'll lead the strategy and design of digital products, services, and customer experiences. Moving fluidly between research, service design, product thinking, UX, and facilitation, you'll help clients define the right problems before designing the right solutions. Working alongside strategists, designers, copywriters, and engineers, you'll translate customer insights into experiences that are distinctive, meaningful, and measurable. You'll leverage AI to elevate research and synthesis while identifying opportunities to improve customer experiences and unlock new value.

The ideal candidate has experience leading strategic engagements within an agency or consultancy across digital products, services, brand experiences, and e-commerce. You're naturally curious, creatively ambitious, and commercially minded, challenging convention, questioning assumptions, and creating distinctive experiences that go beyond best practices.

What You'll Do

• Lead user, customer, competitive, and market research, synthesizing insights that uncover opportunities and inform experience strategy
• Plan and facilitate stakeholder interviews, customer interviews, executive workshops, and co-creation sessions
• Navigate ambiguity, helping clients define opportunities, align stakeholders, and build confidence in future-state strategies
• Lead concepting, service design, and experience strategy, balancing customer needs, business goals, brand, technology, and storytelling
• Develop and present personas, customer journeys, service blueprints, user flows, wireframes, and prototypes
• Define product strategies, roadmaps, and prioritization frameworks that balance feasibility, viability, desirability, and business impact
• Define how success is measured by establishing KPIs, analytics strategies, and optimization frameworks that connect customer behavior to business outcomes
• Build trusted client relationships through a deep understanding of our clients, their customers, business objectives, and competitive landscape
• Mentor colleagues, foster collaboration, and contribute to a culture of curiosity, ambition, craft, and excellence
• Leverage AI to elevate our work, identifying opportunities for AI-enabled customer experiences, personalization, automation, and operational optimization

What You'll Bring

• 5+ years designing and delivering digital products, services, and customer experiences within an agency or consultancy environment
• A portfolio demonstrating exceptional strategic thinking, systems thinking, and craft across complex client engagements
• Excellent communication, facilitation, and consulting skills, with confidence to influence executive stakeholders, navigate ambiguity, and build trusted relationships
• Deep understanding of business, brand, and technology, able to clearly connect customer needs to meaningful business outcomes
• Experience using research, analytics, behavioral data, and AI to inform decision-making, optimize experiences, and identify new opportunities for customer and business value
• A collaborative leadership style with a passion for mentoring others and contributing to a culture of ambition, curiosity, craft, and excellence
• Strong understanding of how AI is reshaping the customer experience and organizational workflows
• Curiosity and ambition to challenge convention and create distinctive, brand-led experiences that differentiate our clients

The salary range for this role is $85,000 - $125,000.

This is a remote position with a preference for candidates in Toronto. Candidates should be residents of Toronto and able to travel within the US and Canada.

How to Apply

If this sounds like a fit, please apply through our online application form. Please share 3-5 examples of your work and a description of your contribution to each project. If you have a blog or other online projects, please send those URLs along too.

No recruiters, agencies, or phone calls please.