Senior Service Designer

Questrade Financial Group (QFG) provides securities and foreign currency investment, professionally managed investment portfolios, mortgages, insurance, real estate services, financial services, and more. We use cutting-edge technologies to develop innovative products that give customers better, more affordable ways to take control of their money.
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 ethically and effectively integrate it into their daily work.
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.
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. If you’re excited by complexity, motivated by real outcomes, and passionate about connecting rigorous research with meaningful design, this role is for you.
As a Senior Service Designer, you’ll lead projects that span through discovery, design, and delivery phases. You’ll bring clarity to messy problems, shape strategies grounded in evidence, and translate them into actionable improvements across digital, human, and physical touchpoints, as well as organizational structures.
You will:
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, backoffice, 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 ld strong working relationships with product teams and delivery partners.
To be successful in this role, you should have:
5 years of professional experience in service design, strategic design, or related fields.
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 and synthesis into actionable insights.
Fluency with service design methods and tools.
Workshop design and facilitation expertise.
Clear, compelling storytelling and communication skills, able to influence at senior levels and be an evangelist of the value of service design.
Comfort working in complex, multi-stakeholder environments.
At Questrade Financial Group of Companies, we are committed to fostering a diverse, inclusive, and accessible work environment. This is an environment where individuals are treated with dignity and respect. Here, the unique skills and experience you bring will be valued.

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