Lead Experience Design Strategy - Client Experience Office (Toronto)

Job Responsibilities

• Lead the design of end to end products, services, and experiences, including the internal processes, policies, and programs that enable seamless, customer centric outcomes.
• Plan, lead, and apply customer research (qualitative and quantitative) to uncover deep human needs, behaviors, and pain points, translating insights into clear experience and service opportunities.
• Apply deep understanding of human needs and systems thinking to diagnose experience and process gaps, identifying where experiences break down and how they can be redesigned.
• Drive end to end CX initiatives, owning delivery across discovery, design, validation, and execution while managing complex stakeholder environments.
• Synthesize insights from multiple data sources to define prioritized experience opportunities that balance customer value, business impact, and feasibility.
• Design and facilitate workshops, design sprints, and co creat...