Senior Service Designer

Job Description
Toronto, ON, Canada

Posted Thursday, September 11, 2025 at 3:00 AM

Questrade Financial Group (QFG), through its companies – Questrade, Inc., Questrade Wealth Management Inc., Community Trust Company, Zolo, and Flexiti Financial Inc., provides securities and foreign currency investment, professionally managed investment portfolios, mortgages, real estate services, financial services and more. Questrade uses cutting‑edge technologies to develop innovative products that give customers better, more affordable ways to take control of their money.

We are everything a traditional financial institution is not. At QFG, you will be constantly moving forward, bringing the future of fintech into existence. You will be a part of a collaborative team that cares deeply about our mission and each other. Your team members will help you conquer challenges, push boundaries and discover what you are truly capable of.

At QFG, we have a culture of innovation where technology serves people—both our team and our customers. We see AI as a collaborative and transformative enabler, and we are seeking forward‑thinking individuals who can effectively integrate it into their daily work. The ideal candidate will be a catalyst for change, helping us use AI to create a more efficient and rewarding employee experience while also developing cutting‑edge solutions that delight and serve our customers.

Join us in shaping a future where AI empowers our team to do their best work and helps us deliver unparalleled customer experiences.

This is a place where you can explore, discover and learn with continuous growth. As a diverse and inclusive place to work, with a hybrid working environment you can unleash your creativity and curiosity with no limits. If you share the same sense of infinite possibility, come shape your future at QFG.

What’s in it for you as an employee of QFG?

Health & wellbeing resources and programs

Paid vacation, personal, and sick days for work‑life balance

Competitive compensation and benefits packages

Work‑life balance

Career growth and development opportunities

Opportunities to contribute to community causes

Work with diverse team members in an inclusive and collaborative environment

We’re looking for our next Senior Service Designer. Could It Be You?
So are YOU our next Senior Service Designer? You are if you have…

What you will do

Lead end‑to‑end service design projects: framing opportunities, conducting research, mapping journeys, prototyping, and influencing the shape of roadmaps.

Work closely with product management, design, research, back‑office, and customer service teams to influence product and service improvements.

Design and execute research (qualitative + quantitative) that surfaces customer and employee needs, tests hypotheses, and validates solutions.

Make the invisible visible through frameworks like journey maps, service blueprints, and ecosystem maps that align teams around a shared view of the problem and the path forward.

Facilitate collaboration: run workshops, co‑design sessions, and alignment forums that bring stakeholders, customers, and cross‑functional teams together.

Translate insights into impact by shaping service strategies, experience principles, and operational improvements.

Advocate for both customers and organizational needs, ensuring solutions balance desirability, feasibility, and viability.

Mentor and support other designers, raising the craft and culture of service design at QFG.

Build strong working relationships with product teams and delivery partners.

Qualifications

5 years of professional experience in service design, strategic design, or related fields (consultancies, in‑house teams, or agencies).

A portfolio that shows end‑to‑end service design and research excellence, from framing and insight generation to strategy and delivery.

Strong skills in user research methods (interviews, contextual inquiry, diary studies, usability testing, surveys) and synthesis into actionable insights.

Fluency with service design methods and tools (journey maps, personas, service blueprints, systems maps, service prototypes).

Workshop design and facilitation expertise: you know how to guide…