Senior Experience Designer

About the role

A team of strategists, designers, engineers and producers is looking for a Senior Experience Designer in Vancouver. The designer leads the strategy and design of digital products, services and customer experiences, working with strategists, designers, copywriters and engineers to turn customer insights into distinctive, meaningful and measurable experiences. The role is hybrid, with three days per week in the Vancouver studio, and candidates should be Vancouver residents able to travel within the US and Canada.

Key responsibilities

• Lead user, customer, competitive and market research, and synthesize insights that inform experience strategy
• Plan and run stakeholder interviews, customer interviews, executive workshops and co-creation sessions
• Navigate ambiguity and help clients define opportunities and align stakeholders
• Lead concepting, service design and experience strategy, balancing customer needs, business goals, brand, technology and storytelling
• Develop personas, customer journeys, service blueprints, user flows, wireframes and prototypes
• Define product strategies, roadmaps and prioritization frameworks
• Set KPIs, analytics strategies and optimization frameworks linking customer behaviour to business outcomes
• Mentor colleagues and build trusted client relationships
• Leverage AI to improve research, synthesis and customer experiences

Required profile

• 5+ years designing digital products, services and customer experiences in an agency or consultancy
• Portfolio showing strategic thinking, systems thinking and craft on complex client work
• Excellent communication, facilitation and consulting skills, able to influence executives
• Understanding of business, brand and technology, and of how AI is reshaping customer experience and workflows
• Collaborative leadership style and willingness to mentor others

The salary range is $85,000 - $125,000. Applicants submit 3-5 work examples with descriptions of their contribution; no recruiters or agencies.