Position: Senior Service Designer, Customer Experience
Location: Remote (Canada)
Industry: Financial Services
Department: Marketing
Employment Type: Permanent/Fulltime
Salary: $100,000-$120,000 + Bonus
Company Information
Farber is one of Canada’s oldest, largest and most respected debt solution providers. We help Canadians get out of debt and start rebuilding their lives again. Established in 1979, Farber has almost 300 employees working across the country and has helped well over 100,000+ Canadians get out of debt.
And now, we’re embarking on our next stage of transformation & significant growth. To do that, we are hiring experienced, enthusiastic, motivated, innovative, and client-centric team members to play critical roles in helping us reach our ambitious goals.
If this sounds exciting to you, come join us to better serve the growing number of Canadians who are in need of financial help.
Role Summary
We are seeking a Senior Service Designer to design end-to-end services that deliver meaningful, user-centred experiences. You will shape complex digital journeys, grounding decisions in deep user research and collaborating closely with our clients, service teams, technology, and business stakeholders.
This role is ideal for someone who can balance strategic thinking with hands-on delivery, influence at senior levels, and raise the maturity of service design practice across an organisation.
Key Responsibilities
Service & Journey Design
Design and evolve end-to-end, front to back services, with a strong focus on journeys across both human and digital touchpoints
Create and maintain service blueprints, journey maps, ecosystem maps, and other service design artefacts
Identify pain points, opportunities, and dependencies across people, process, and technology
Ensure services are inclusive, accessible, and scalable
User Research
Plan and lead qualitative and quantitative user research to inform service and journey design
Select and apply appropriate research methods (e.g. surveys, interviews, usability testing, ethnographic observation)
Synthesize research insights and data analytics into clear, actionable recommendations
Advocate for user needs and evidence-based decision making at all levels
Collaboration & Leadership
Work closely with UX/UI designers, product managers, engineers, technology and policy or operations teams
Facilitate workshops and co-design sessions with stakeholders and users
Influence stakeholders to help align teams around a shared service vision
Translate user and business needs into clear service design strategies
Balance user needs with organisational constraints, technical feasibility, and delivery timelines
Contribute to design standards, tools, and ways of working
Measure and iterate services based on user feedback and performance data
Strategy & Delivery
Translate user and business needs into clear service design strategies
Balance user needs with organisational constraints, technical feasibility, and delivery timelines
Contribute to design standards, tools, and ways of working
Measure and iterate services based on user feedback and performance data
Qualifications
5+ years’ experience with strong expertise in service design with demonstrable experience designing digital journeys
Advanced user research skills, from planning through to synthesis and storytelling
Ability to design across complex systems and organisational boundaries
Understanding of regulated environments, such as financial institutions
Confidence facilitating workshops and communicating insights to diverse audiences
Excellent visualization and storytelling skills
Strong knowledge of behavioural design/science and its application
Strong understanding of accessibility and inclusive design principles
Technical & Design Skills
Journey mapping, service blueprinting, prototyping and systems thinking
Usability testing, ethnographic methods and research synthesis
Collaboration with UX/UI, content, and technical teams
Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities simultaneously.
Benefits, and Perks
Our Culture at Farber
At Farber, we’re in the business of helping people—and this ethos extends not only to our clients, but to our employees, partners. We are committed to taking action and to deliver an inclusive, diverse, and equitable workplace that our staff experience every day. This commitment also shapes our culture, which is one of a kind and unique. We are proud to have a dedicated culture committee who organize events, and consists of staff volunteers, they hand out awards for recognition and support the many holidays in our community to celebrate our inclusive and diverse workforce at Farber.
Farber encourages applications from all qualified candidates who represent the diversity of Canada.
If you require any accommodations throughout the recruitment process—including alternate interview formats, accessible materials, or any other accommodations—we encourage you to contact us at careers@farbergroup.com.