Senior Service Designer

Overview

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.

Note: The above statements describe the company culture and environment and are not a promise of specific outcomes or guarantees.

• 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?

We’re looking for a Senior Service Designer to help us reimagine how we deliver value to our customers and colleagues. If you’re excited by complexity, motivated by real outcomes, and passionate about connecting rigorous research with meaningful design, this role is for you.

Apply through the link sending us your resume plus your portfolio that showcases your process, impact, and outcomes. We’re not just looking for polished deliverables, we want to see how you got there and achieved.

Need more details? Keep reading…

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.

• 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…