Lead Experience Designer - CX Design Strategy

Job Description

Lead Experience Designer - CX Design Strategy:
On behalf of our Banking client, Procom is searching for a Lead Experience Designer - CX Design Strategy for a 12-month role. This position is a hybrid position with 3 days onsite at our client’s Toronto office.

Lead Experience Designer - CX Design Strategy - Job Description:
As a Lead Experience Designer - CX Design Strategy, you will play a pivotal role in shaping future customer experiences and mapping end-to-end services from a customer perspective. The project focuses on enhancing client and employee satisfaction by connecting CX to the long-term Canadian Banking client strategy.

Lead Experience Designer - CX Design Strategy - Responsibilities:
• Lead the design of end-to-end products, services, and experiences, ensuring customer-centric outcomes.
• Plan and conduct customer research to uncover needs, behaviors, and pain points.
• Diagnose experience and process gaps using systems thinking.
• Drive CX initiatives from discovery to execution, managing complex stakeholder environments.
• Synthesize insights to define prioritized experience opportunities.
• Design and facilitate workshops and co-creation sessions.
• Use service design tools to institutionalize customer-centric practices.
• Lead experience design with agility, iterating solutions to meet evolving needs.
• Embed design as a continuous improvement practice.

Lead Experience Designer - CX Design Strategy - Mandatory Skills:
• 5+ years experience in service design, CX, strategic design, UX, HCD, or related fields.
• Proficiency in design methodologies such as journey mapping and design research.
• Mastery of Adobe Creative Suite, Figma, and Mural.
• Experience leading end-to-end design thinking processes.
• Strong strategic influencing and workshop facilitation skills.
• Ability to synthesize data and present insights effectively.
• Excellent communication and teamwork skills.

Lead Experience Designer - CX Design Strategy – Nice-to-Have Skills:
• Expertise in consulting or in-house teams on large, complex projects.
• Background in product design.
• Comfort with using AI-related tools for design strategy.

Lead Experience Designer - CX Design Strategy – Assignment Length:
This is a 12-month contract position with the possibility of extension based on performance and business needs.

Lead Experience Designer - CX Design Strategy - Start Date:
ASAP.

Lead Experience Designer - CX Design Strategy - Assignment Location:
Toronto, Ontario, Canada. This is a hybrid position with 3 days in-office required.

This employer uses both human and technology-assisted tools to support candidate screening and assessment. Final hiring decisions are made by people.