Senior Service and Experience Designer

POSITION OVERVIEW

As a Senior Service and Experience Designer at BDC, you play a key role in understanding, designing, and improving the experiences Canadian entrepreneurs have throughout their interactions with the organization.

Drawing on the needs of entrepreneurs and employees, data, research insights, and business priorities, you help design simple, consistent, and value-creating experiences and services. You work across customer and employee journeys, digital and human touchpoints, and the operational processes that support the sales force.

You provide strategic influence to product, marketing, operations, technology, and business teams to foster a shared vision of the experience and ensure alignment between the needs of entrepreneurs and employees and organizational objectives.

If you’re excited about working at the intersection of strategy, research, design, operations, and service transformation, this is the place for you!

CHALLENGES TO BE MET

Design Human-Centered Experiences

• Understand the needs, motivations, and pain points of entrepreneurs and employees through research and experience data analysis.
• Map journeys, service ecosystems, and key moments.
• Rethink journeys by considering the evolving interactions among customers, employees, systems, and AI agents to identify where automation, intelligent assistance, or orchestration can create value.
• Design seamless experiences across physical, digital, and human channels.
• Identify improvement opportunities that will have the greatest impact on both entrepreneurs and the organization.

Turn Insights into Action

• Translate research findings, customer feedback, and experience metrics into actionable recommendations.
• Define and communicate a target experience vision.
• Contribute to setting priorities and improvement roadmaps.

Influence and Mobilize the Organization

• Facilitate discovery, co-creation, and Design Thinking workshops.
• Drive alignment among diverse stakeholders.
• Support teams in adopting a customer-centric approach.
• Effectively communicate findings and recommendations to decision-makers.

Measure Impact

• Define success metrics for experience initiatives.
• Assess the impact of improvements on customer satisfaction, operational efficiency, and business outcomes.
• Promote a culture of continuous, data-driven improvement.
• Use feedback to refine recommendations, prioritize enhancements, and measure the real impact of changes on experience, operational effectiveness, and business value.

WHAT WE ARE LOOKING FOR

• 10+ years of experience in Customer Experience (CX), Service Design, UX, User Research, or related disciplines.
• Strong expertise in Human-Centered Design, Service Design, and Design Thinking methodologies.
• Ability to leverage AI as a driver of experience design, digital agent interactions, and new service models.
• Proven experience designing complex journeys and services.
• Strong analytical, synthesis, and storytelling abilities.
• Ability to influence without direct authority.
• Experience facilitating strategic and co-creation workshops.
• Excellent communication skills with diverse audiences, including senior leadership.

The Five Capabilities We Are Looking For

• Systems Thinking: Understand the experience as a whole and recognize organizational interdependencies.
• Research and Insights: Turn the voice of the customer into opportunities for improvement.
• Service Design: Envision and structure future experiences.
• AI and Augmented Journeys: Anticipate the impact of digital agents and AI-assisted interactions on customer, employee, and operational experiences.
• Influence and Mobilization: Build the alignment needed to drive meaningful change.