Senior Service Designer, Customer Experience

Position:Senior Service Designer Customer Experience
Location: Remote (Canada)
Industry:Financial Services
Department:Marketing
Employment Type:Permanent/Fulltime
Salary: $100000-$120000 Bonus

Company Information

Farber is one of Canadas 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 100000 Canadians get out of debt.

And now were 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 withour clients service teamstechnology 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 practiceacross an organisation.

Key Responsibilities

Service & Journey Design

• Design and evolve end-to-end front to backservices with a strong focus on journeys acrossboth human anddigitaltouchpoints

• Create andmaintainservice blueprints journey maps ecosystem maps and other service designartefacts

• Identifypain 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 applyappropriate researchmethods ( usability testing ethnographic observation)

• Synthesize research insightsand data analyticsinto 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 engineerstechnologyand policy or operations teams

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

• Influence stakeholderstohelp 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 strongexpertisein 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

• Confidencefacilitatingworkshops 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 blueprintingprototypingand systems thinking

• Usabilitytestingethnographicmethodsand 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

Our Culture at Farber

At Farber were in the business of helping peopleand 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 processincluding alternate interview formats accessible materials or any other accommodationswe encourage you to contact us at