Job Description

About Us

At Interac, we design and deliver products and solutions that give Canadians control over their money so they can get more out of life. We are leading real-time money movement, driving innovative commerce solutions like open payments for transit systems, and advancing areas like verification and open banking, playing a key role in shaping the future of the digital economy in Canada.

Interac Design is a Centre of Excellence that brings together the best people, methods, and tools to create experiences that simplify the lives of Canadians. We ensure our product teams meet the evolving needs of our customers by promoting Customer First Thinking across Interac.

The Leader, CX Research & Service Design, will report to the Head of Design and will be responsible for leading a new CX Research & Service Design practice, collaborating with Product teams using Design Thinking techniques to improve our offerings. They will act as Interac’s ambassador in Human-Centered Research methodologies.

This role involves managing a team of CX Researchers and Service Designers, collaborating with Product Leaders, and developing a deep understanding of consumer behaviors.

Responsibilities

• Collaborate with cross-functional Product teams to visualize end-to-end customer journeys.
• Serve as the go-to source for consumer insights through research.
• Synthesize and share consumer insights with stakeholders across the organization.
• Provide insights on market trends affecting consumer behavior and digital commerce.
• Lead in Design Thinking and Human-Centered Design methods, developing cross-product solutions.
• Manage and develop a team of CX Researchers and Service Designers.
• Advise on product operating models to enhance customer experiences.

Requirements

• Background in sociology, psychology, anthropology, or related fields.
• Experience in design research and Human-Centered Design methodologies.
• Expertise in usability testing and sharing insights.
• Experience building research teams and implementing Design Thinking in corporate environments.
• Published thought leadership in generative consumer research.
• Eligibility to work in Canada.
• Experience in a Product Operating Model from idea discovery to growth.
• Strong leadership and storytelling skills.
• Excellent communication and interpersonal skills.

How We Work

We encourage excellence and reward contributions with:

• Connection: Team up with talented individuals driven by a common goal.
• Core Values: Our values define us and guide our excellence.
• Compensation & Benefits: Performance-driven pay and a variety of benefits.
• Education: Investment in your professional development.

Please be aware of fraudulent offers using Interac’s name. We do not solicit money for employment opportunities.

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