Interaction Designer

Overview

Our large Canadian financial client is looking for an Interaction Designer to join their team. The design team works on Mortgages and are structured as a stand-alone design squad that works horizontally across all the other journey squads along with various business, technology, product, and operational partners. 

Responsibilities:

• Serve as a strategic design partner to the Director, helping shape design direction, facilitate cross-functional alignment, and drive cohesion across the customer experience journey.
• Lead facilitation of co-creation sessions, design workshops, and stakeholder alignment meetings across partner teams including business, tech, product, adviser enablement, etc.
• Evolve service blueprinting and systems mapping for the mortgage customer experience – connecting frontstage customer interactions with backstage processes and decision logic.
• Partner closely with the Staff Researcher to connect insight infrastructure to interaction systems and experience strategy.
• Own and deliver interaction design work on defined areas of the journey – producing flows, wireframes, interaction models, and design specifications to a staff-level standard alongside strategic responsibility.

Must Have Skills:

• Interaction design craft. Strong foundational IxD skills including flow architecture, mental models, and interaction systems. Very strong Figma skills.
• Service design and systems thinking. They have demonstrated experience mapping end-to-end experiences, service blueprints, or cross-channel journey systems in complex organizational environments.
• Facilitation and workshop design. Proven ability to design and lead co-creation session, and stakeholder alignment workshops with diverse, cross-functional groups.
• Cross-functional alignment. Experience navigating organizations where design must earn its seat, working effectively with product, technology, business and operational partners
• Strategic communication. Ability to frame design work in terms of business and customer outcomes, and to build compelling narratives for senior and executive audiences.

Nice to Have Skills:

• Financial service or regulated industry experience. Familiarity with the constraints, stakeholder dynamics, and customer sensitivities of banking, insurance, or similarly complex domains.
• Design research fluency. Comfort working with qualitative and quantitative insights and experience collaborating closely with researchers to translate findings into design direction. 
• Design operations sensibility. Interest in how teams work, including how insights, process, and craft standards scale across a design function. 

What will make a successful candidate?

• Influence without authority. This role operates across functions. Success depends on the ability to build trust quickly, frame problems in ways that resonate with non-design partners, and drive alignment through clarity and credibility.
• Hold complexity without oversimplifying. The mortgage journey is complex emotionally, operationally and organizationally.
• The right designer can sit comfortably with that complexity, map it clearly, and help others navigate it without flattening what matters.
• Skilled at facilitation. Ability to run engaging and effective workshops, co-creation sessions, and alignment meetings.
• Systems orientation. The successful designer will think in flows, relationships and dependencies, tying how decisions in one part of the journey impact others.
• Fluency across scales. This role moves between strategic framing and detailed interaction design. The successful designer is comfortable at both altitudes.
• Collaborative confidence. This designer can hold a point of view, push back constructively, and bring people along in the process.

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