Senior Product Designer, Customer Experience

📍 Job Overview

Job Title: Senior Product Designer, Customer Experience

Company: Jobber

Location: Vancouver, British Columbia, Canada

Job Type: FULL_TIME

Category: Product Design / Customer Experience

Date Posted: 2026-05-04T00:00:00

Experience Level: 5-10 Years

Remote Status: Hybrid (Open to candidates in Edmonton, Toronto, Vancouver, or Kitchener-Waterloo)

🚀 Role Summary

• Design and optimize the end-to-end customer journey from sign-up through initial product engagement, focusing on activation and early value realization for new users.

• Collaborate closely with Product Managers, Engineers, and AI teams to craft personalized, AI-driven onboarding and discovery experiences that enhance customer understanding and adoption.

• Leverage qualitative and quantitative data to identify user behavior patterns, pinpoint friction points, and drive improvements in early product adoption and funnel optimization.

• Translate complex workflows and technical capabilities into intuitive, accessible, and trustworthy product experiences for small business owners.

• Act as a design leader within a cross-functional product squad, advocating for high-quality design standards and contributing to the overall product strategy and customer empathy within the CX design team.

📝 Enhancement Note: This role is situated within the Customer Experience (CX) team, specifically focusing on the critical early stages of the customer journey. The emphasis on AI-driven personalization and the integration of marketing, sign-up, and in-product experiences suggests a strong focus on growth and activation metrics as key performance indicators for this design role. The "hybrid" work arrangement, despite the "TELECOMMUTE" flag, indicates a preference for candidates within specific Canadian hub cities, implying a structured approach to in-person collaboration.

📈 Primary Responsibilities

• Design the entire trial and activation experience, guiding new customers from initial account creation through their first successful interactions with Jobber's platform.

• Develop strategies and design solutions for how new customers discover and understand the product's core value proposition, encouraging exploration of key features and workflows during their trial period.

• Partner with Product Managers, Engineers, and specialized AI teams to conceptualize and design personalized onboarding flows and feature discovery mechanisms.

• Define the user interface and interaction patterns for AI-powered recommendations, insights, and guidance, ensuring these elements are perceived as helpful, transparent, and trustworthy by users.

• Utilize user research, journey mapping, and behavioral analytics to deeply understand new customer needs and identify opportunities for improving early adoption rates and overall user activation.

• Lead design initiatives that create a cohesive and seamless experience across marketing touchpoints, the sign-up process, onboarding sequences, and in-product user flows.

• Simplify and translate intricate business processes and technical functionalities into clear, approachable, and user-friendly interfaces for small business owners who may not be technically inclined.

• Create scalable and robust design solutions by employing a full range of design methodologies, including user research, journey mapping, wireframing, interaction design, and the creation of polished user interface (UI) designs.

• Collaborate effectively with Content Design and the Design Systems team to ensure consistency in product messaging, develop useful product education materials, and implement cohesive design patterns across the platform.

• Champion best practices in product design and actively contribute to elevating the overall design craft and customer empathy within the Customer Experience design group.

• Mentor and guide fellow designers, fostering a culture of strong design thinking, customer-centricity, and collaborative problem-solving within the team.

📝 Enhancement Note: The responsibilities highlight a strong emphasis on data-driven design and user-centricity, with a clear mandate to translate complex business needs into simple user experiences. The role requires a blend of strategic thinking, hands-on design execution, and leadership in mentoring.

🎓 Skills & Qualifications

Education: While no specific degree is mandated, a strong understanding of design principles equivalent to a Bachelor's degree in Design, Human-Computer Interaction, or a related field is expected.

Experience: A minimum of 5 years of professional experience in product design, with a significant portion dedicated to designing SaaS products, is required. Experience specifically in growth, onboarding, activation, or other early-stage product experiences is highly valued.

Required Skills:

• Product Thinking: Ability to connect customer needs, business objectives, and technical constraints to create effective design solutions.

• UX Design Expertise: Proven experience in user experience design, including user research, journey mapping, and information architecture.

• Interaction Design: Strong skills in defining user flows, microinteractions, and overall product behavior.

• UI Design Craft: Demonstrated ability to create polished, high-fidelity visual designs and user interfaces.

• SaaS Product Design: Experience designing complex software-as-a-service applications.

• Growth & Activation Design: Specific experience in designing for user acquisition, onboarding, and early product adoption funnels.

• Figma Proficiency: High level of proficiency in Figma for design, prototyping, and collaboration.

• Modern Design Workflows: Familiarity with contemporary design tools and processes (including FigJam, ChatGPT, Cursor).

• Data-Informed Design: Comfort with experimentation, A/B testing, funnel analysis, and using product/behavioral data to drive design decisions and improve outcomes.

• Cross-functional Collaboration: Proven ability to work effectively with Product Managers, Engineers, AI specialists, and Content Designers.

• Leadership & Mentorship: Experience in shaping product direction, leading design initiatives, and mentoring other designers.

• Portfolio: A strong portfolio showcasing robust UX thinking, interaction design, and visual craft.

Preferred Skills:

• Experience designing personalized or AI-assisted product experiences.

• Familiarity with modern AI tools and their application in user interfaces.

• Experience in the home services industry or with small business software.

• Understanding of marketing-to-product conversion strategies.

• Experience with design systems and component-based design.

📝 Enhancement Note: The requirement for 5+ years of experience and the emphasis on leadership and shaping product direction suggest this role is more than just an individual contributor; it involves strategic influence within the product development process. The mention of specific tools like Figma, FigJam, ChatGPT, and Cursor indicates the expected technical proficiency and willingness to adopt new technologies.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Demonstrated UX Thinking: Showcase a deep understanding of user needs, problem definition, and the strategic thought process behind design decisions.

• Interaction Design Examples: Present case studies that illustrate complex interactions, user flows, and how you've resolved usability challenges.

• Visual Craftsmanship: Include examples of polished UI design, demonstrating attention to detail, typography, and visual hierarchy.

• Growth & Activation Case Studies: Feature projects specifically focused on improving user onboarding, activation rates, or early product engagement, detailing the problem, your approach, and the results.

• AI/Personalization Integration: If possible, include examples of how you've designed for personalized experiences or integrated AI-driven features to enhance user journeys.

• Process Documentation: Clearly articulate the design process followed for each project, including research methodologies, ideation techniques, and iteration cycles.

Process Documentation:

• Workflow Design & Optimization: Demonstrate experience in mapping out and optimizing user workflows, particularly for new user onboarding and feature discovery.

• Implementation & Automation: Show an understanding of how designs are implemented, with an appreciation for how automation and AI can enhance user experiences.

• Measurement & Performance Analysis: Highlight how designs are measured for success, using metrics related to activation, engagement, and retention, and how these insights inform future iterations.

📝 Enhancement Note: For a Senior Product Designer role focusing on customer experience and growth, the portfolio is paramount. It needs to go beyond just showcasing aesthetics and demonstrate a strategic, data-informed approach to solving user problems and driving business outcomes, particularly in the critical early stages of the customer lifecycle.

💵 Compensation & Benefits

Salary Range: The annual salary range for this position is CAD $125,800 - $170,100.

• Minimum: $125,800 CAD (Reflects strong potential with room to develop)

• Midpoint: $147,900 CAD (Typically for fully established hires)

• Maximum: $170,100 CAD (Reserved for deep expertise and lasting contributions)

Benefits:

• Equity Rewards: Stock options or similar equity grants, providing ownership and long-term financial upside.

• Annual Health & Wellness Stipends: Financial support for personal well-being initiatives.

• Retirement Savings Matching: Contributions towards employee retirement plans (e.g., RRSP, TFSA, FHSA matching).

• Extended Health Package: Comprehensive medical coverage with fully paid premiums for both physical and mental health.

• Talent Development Program: Access to career coaching, learning opportunities, and leadership development programs.

• Professional Growth: Opportunities for continuous learning and skill advancement.

Working Hours: The role is full-time, implying a standard 40-hour work week. While specific flexibility is not detailed, the hybrid model suggests a balance between in-office collaboration and remote work.

📝 Enhancement Note: The salary range is provided with a clear explanation of how different levels of experience and contribution map to specific points within the range, indicating a structured and transparent compensation philosophy. The benefits package is comprehensive, emphasizing not just standard health coverage but also long-term financial well-being and professional development, which are attractive to senior-level talent. The mention of RRSP, TFSA, or FHSA matching is specific to Canadian retirement savings vehicles.

🎯 Team & Company Context

🏢 Company Culture

Industry: Technology, specifically Software as a Service (SaaS) for the home services industry. Jobber empowers small businesses like plumbers, electricians, painters, and landscapers to manage their operations more efficiently.

Company Size: Jobber is a growing company, recognized on Deloitte Canada's Technology Fast 50™ and Globe and Mail's Canada’s Top Growing Companies lists, indicating significant scale and ambition.

Founded: Founded in 2011, Jobber has a decade-plus of experience in the market and is led by an executive team with substantial industry experience.

Team Structure:

• Product Development Team: The Senior Product Designer will be part of this larger team, embedded within the Customer Experience (CX) group.

• Design Team: Operates in a decentralized model, with designers embedded within cross-functional product squads. This role is a "design leader" within their squad.

• Cross-functional Collaboration: Works closely with Product Managers, Engineers, AI teams, and Content Designers within their product squad.

• Reporting Structure: Reports to the Director of Product Design and works closely with CX Design Leads.

Methodology:

• Customer-Centricity: Relentlessly focused on customer success and embedding deep insights into the product.

• AI Integration: Actively uses advanced AI to deliver personalized experiences and drive meaningful results for customers.

• Data-Driven Decision Making: Utilizes qualitative and quantitative insights to understand user behavior and optimize product experiences.

• Agile Development: Implied through cross-functional squads and iterative design processes.

• Focus on Early Journey: The CX group specifically focuses on sign-up, onboarding, and trial activation to ensure new customers quickly understand Jobber's value.

Company Website: https://www.getjobber.com/

📝 Enhancement Note: Jobber's culture is highlighted as transparent, inclusive, and collaborative, with external recognition from "Great Place to Work" and "Canada's Most Admired Corporate Cultures." This suggests a strong emphasis on employee experience and a positive work environment, which is a key draw for senior talent. The company’s mission to empower small businesses is a strong unifying purpose.

📈 Career & Growth Analysis

Operations Career Level: This is a Senior Product Designer role, indicating a level of experience and autonomy beyond junior or mid-level positions. It requires not only design craft but also product thinking, leadership, and the ability to shape strategy, especially in ambiguous areas.

Reporting Structure: The role reports to the Director of Product Design and collaborates closely with CX Design Leads. Within the product squad, the designer acts as a design leader, collaborating with Product Managers and Engineers. This structure offers visibility to senior leadership and opportunities to influence product direction.

Operations Impact: The work directly influences how thousands of new home service providers discover Jobber and realize its value. Success in this role directly contributes to customer acquisition, activation rates, and ultimately, Jobber's growth within the home services market. The focus on the "first moments" a customer has with the product makes this role critical for the company's growth trajectory.

Growth Opportunities:

• Skill Advancement: Opportunity to deepen expertise in growth design, AI-driven personalization, and user onboarding strategies.

• Leadership Development: Potential to lead design initiatives, mentor junior designers, and contribute to the strategic direction of the CX design team.

• Career Progression: Pathways could lead to Lead Product Designer, Design Manager, or specialized roles within product or growth teams.

• Industry Impact: Chance to significantly impact the user experience for a large segment of small businesses in a multi-billion dollar industry.

• Learning & Development: Access to dedicated talent development programs, coaching, and leadership training.

📝 Enhancement Note: The "Senior" title combined with the emphasis on "shaping product direction" and "mentoring" positions this role as a significant step in a product designer's career. The opportunities for growth are tied to both expanding design expertise and developing leadership capabilities within a recognized fast-growing company.

🌐 Work Environment

Office Type: Jobber operates on a hybrid work model. While remote is an option, the role is open to candidates based in specific hub cities (Edmonton, Toronto, Vancouver, Kitchener-Waterloo), suggesting intentional in-person collaboration is valued. This implies a blend of remote flexibility and structured office-based work.

Office Location(s): Hub cities include Edmonton, Toronto, Vancouver, and Kitchener-Waterloo in Canada. Specific office details are not provided, but the designation as "hub cities" suggests established physical workspaces designed for collaboration.

Workspace Context:

• Collaborative Environment: The hybrid model and decentralized design team structure promote close collaboration within cross-functional product squads.

• Tools & Technology: Access to modern design tools like Figma, FigJam, and AI tools (ChatGPT, Cursor) is expected and provided.

• Team Interaction: Opportunities for regular interaction with Product Managers, Engineers, AI specialists, and fellow designers, fostering a dynamic and supportive work environment. Design reviews and mentorship sessions are integral to this interaction.

Work Schedule: Full-time, with a hybrid arrangement that balances remote flexibility with the benefits of in-person collaboration. The specific days or structure for in-office presence are not detailed but are implied to be intentional for team building and brainstorming.

📝 Enhancement Note: The "Hybrid" designation, coupled with the listing of specific Canadian cities, indicates that while remote work is possible, there's an expectation of proximity to one of these hubs for collaborative purposes. This is a common model for companies that value both flexibility and in-person team synergy.

📄 Application & Portfolio Review Process

Interview Process:

• Application Submission: Initial application via the provided link.

• Portfolio Review: A critical stage where candidates' portfolios are assessed for UX thinking, interaction design, visual craft, and demonstrated impact on growth/activation.

• Initial Screening: Likely a conversation with a recruiter or hiring manager to assess qualifications, experience, and cultural fit.

• Design Challenge/Case Study Presentation: Candidates may be asked to present a past project in detail, discuss their design process, rationale, and outcomes. This is a key opportunity to showcase problem-solving skills and impact, especially regarding the CX and AI aspects of the role.

• Cross-functional Interviews: Discussions with Product Managers, Engineers, and potentially other designers to evaluate collaboration style, technical understanding, and ability to work within a squad.

• Leadership/Director Interviews: Conversations with the Director of Product Design and CX Design Leads to assess strategic thinking, mentorship capabilities, and alignment with team vision.

• Final Round: May involve a broader discussion or a final assessment of fit and potential impact.

Portfolio Review Tips:

• Highlight CX & Growth Impact: Prioritize case studies that demonstrate success in user onboarding, activation, retention, or feature adoption. Quantify results with data wherever possible.

• Showcase AI/Personalization Experience: If you have experience designing for personalized or AI-driven features, make this prominent. Explain your approach to ensuring trust and helpfulness.

• Detail Your Process: Clearly articulate your design process for each project, from research and ideation to iteration and final delivery. Explain why you made certain decisions.

• Demonstrate Problem-Solving: Focus on the challenges you faced and how you creatively and strategically solved them.

• Craft a Narrative: For each project, tell a compelling story about the problem, your role, your solution, and the impact.

• Visual Clarity & Polish: Ensure your portfolio is well-organized, visually appealing, and easy to navigate.

Challenge Preparation:

• Understand Jobber's Business: Research Jobber's mission, target audience (home service providers), and their product offerings. Understand the challenges small businesses face.

• Focus on the "First Moments": Prepare to discuss how you would design for a new user's initial experience, emphasizing quick value realization and trust-building.

• AI & Personalization Strategy: Be ready to discuss your perspective on designing AI-powered features that are helpful, transparent, and user-friendly.

• Data & Metrics: Prepare to talk about how you use data to inform design decisions and measure success, particularly for growth and activation metrics.

• Collaboration & Communication: Practice articulating your design decisions clearly and concisely, explaining your rationale to both technical and non-technical stakeholders.

📝 Enhancement Note: The interview process is likely to be rigorous, with a strong emphasis on the candidate's portfolio and their ability to articulate their design process and impact. The mention of specific tools and AI integration suggests that candidates should be prepared to discuss their practical application of these technologies.

🛠 Tools & Technology Stack

Primary Tools:

• Figma: The core design and prototyping tool. High proficiency is required.

• FigJam: Used for collaborative whiteboarding, brainstorming, and ideation.

• ChatGPT: Likely used for content generation assistance, brainstorming, or understanding AI concepts.

• Cursor: A new generation AI-first code editor, suggesting potential collaboration with engineers on understanding or prototyping AI-driven features.

Analytics & Reporting:

• Product Analytics Tools: (e.g., Amplitude, Mixpanel, Heap) - Essential for understanding new customer behavior, tracking funnel progression, and identifying areas for optimization.

• Data Visualization Tools: (e.g., Tableau, Looker) - May be used to interpret and present data insights to stakeholders.

CRM & Automation:

• CRM Systems: (e.g., Salesforce, HubSpot) - While not directly a design tool, understanding how customer data flows from CRM to the product is beneficial for designing cohesive journeys.

• Marketing Automation Platforms: Understanding how marketing campaigns lead to sign-ups and influence the onboarding experience.

• Integration Platforms: Awareness of how different systems connect to provide a seamless user experience.

📝 Enhancement Note: The explicit mention of Figma, FigJam, ChatGPT, and Cursor indicates the expected technical toolkit. Proficiency in Figma is non-negotiable. Familiarity with AI tools and their application in design workflows (like ChatGPT and potentially Cursor) is a significant plus and likely a focus area for the role.

👥 Team Culture & Values

Operations Values:

• Customer Success: A core tenet, as stated in the company mission: "Jobber exists to help people in small businesses be successful." This drives all product and design decisions.

• Transparency: Open communication is valued, as evidenced by the detailed compensation philosophy and recognition from "Great Place to Work."

• Inclusivity: Commitment to fostering an inclusive work environment and welcoming diverse perspectives.

• Collaboration: Encouraged through decentralized teams, cross-functional squads, and hybrid work models.

• Innovation: A drive to transform industries through technology, including leveraging advanced AI.

• Efficiency: For small business owners, Jobber aims to streamline operations; this value likely extends to internal processes and design methodologies.

Collaboration Style:

• Embedded Design Leadership: Designers operate as leaders within cross-functional product squads, fostering close partnerships with Product Managers and Engineers.

• Cross-functional Integration: Seamless collaboration across disciplines (design, product, engineering, AI, content) is essential for creating cohesive user experiences.

• Process Review & Feedback: A culture that likely encourages constructive feedback loops during design reviews and team syncs to ensure high-quality output.

• Knowledge Sharing: Opportunities to share learnings and best practices across the wider Design Team and potentially the broader organization.

📝 Enhancement Note: The emphasis on customer success, transparency, and inclusivity aligns with modern tech company values. The collaborative style, particularly the embedded design model, means that strong interpersonal skills and the ability to influence without direct authority are crucial for success.

⚡ Challenges & Growth Opportunities

Challenges:

• Designing for Ambiguity: The role involves shaping product direction in areas that are still being defined, requiring comfort with uncertainty and the ability to forge a path forward.

• Balancing Personalization with Trust: Designing AI-driven personalized experiences that feel helpful, transparent, and trustworthy, avoiding "creepy" or intrusive elements.

• Simplifying Complex Workflows: Translating intricate business processes for small business owners who may have limited technical expertise or time.

• Driving Early Adoption: The primary challenge is to quickly demonstrate value to new users, overcoming inertia and helping them see the immediate benefits of Jobber.

• Cross-functional Alignment: Ensuring all stakeholders (Product, Engineering, AI, Marketing) are aligned on the design vision and execution, especially when integrating new technologies like AI.

Learning & Development Opportunities:

• Deep Dive into Growth Design: Gain specialized knowledge in user acquisition, activation funnels, and retention strategies.

• AI in Product Design: Develop expertise in designing effective and ethical AI-powered user experiences.

• Leadership Skills: Hone skills in mentoring, strategic product influence, and driving design initiatives within a fast-paced environment.

• Industry Expertise: Deepen understanding of the home services industry and the operational challenges faced by small businesses.

• Continuous Learning: Access to Jobber's talent development programs, coaching, and leadership training to foster ongoing professional growth.

📝 Enhancement Note: The challenges are directly linked to the innovative aspects of the role, such as AI integration and shaping new product experiences. The growth opportunities are framed to address these challenges directly, offering a clear path for skill development and career advancement.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you designed an end-to-end trial or onboarding experience. What were the key challenges, your process, and the measurable outcomes?" (Focus on process, data, and impact)

• "How would you approach designing personalized product recommendations for new users based on their business type and initial interactions?" (Prepare to discuss AI, trust, and user experience principles)

• "Imagine a new user signs up for Jobber. Walk us through your process for ensuring they quickly understand its value and activate key features within their first week." (Demonstrate your understanding of the customer journey and activation strategies)

Company & Culture Questions:

• "What interests you about Jobber's mission to empower small businesses in the home services industry?" (Research Jobber's impact and relate it to your passion)

• "How have you contributed to fostering a strong design culture or mentored other designers in previous roles?" (Prepare examples of leadership and collaboration)

Portfolio Presentation Strategy:

• Tell a Story: Structure your case studies as narratives, highlighting the problem, your role, your process, your solutions, and the measurable results.

• Quantify Impact: Whenever possible, use data and metrics to demonstrate the success of your designs (e.g., increased conversion rates, reduced churn, improved engagement).

• Explain Your "Why": Be prepared to deeply explain the rationale behind your design decisions, connecting them back to user needs and business goals.

• Showcase Process: Clearly illustrate your design process, including research methods, ideation techniques, prototyping, and iteration.

• Focus on CX & Growth: Emphasize projects that directly relate to customer experience, onboarding, activation, and growth.

• Be Ready to Discuss AI: If applicable, be prepared to discuss your experience or perspective on designing with AI and personalization.

📝 Enhancement Note: Interview preparation should focus on demonstrating a strong understanding of Jobber's business, the specific challenges of the CX role, and the ability to articulate a data-driven, user-centric design process. The portfolio is the primary tool for showcasing these capabilities.

📌 Application Steps

To apply for this Senior Product Designer position:

• Submit your application through the provided application link on Ashby.

• Portfolio Customization: Tailor your resume and portfolio to highlight your experience in SaaS product design, specifically focusing on growth, onboarding, activation, and customer experience. Showcase case studies that demonstrate your problem-solving skills, design process, and measurable impact.

• Resume Optimization: Ensure your resume clearly articulates your years of experience, proficiency in Figma and other relevant tools, and any experience with AI-driven features or personalized design. Use keywords from the job description.

• Interview Preparation: Practice articulating your design process, rationale, and the impact of your work. Be ready to present case studies and discuss your approach to user research, data analysis, and cross-functional collaboration.

• Company Research: Thoroughly research Jobber's mission, product, target market, and company culture. Understand their approach to customer experience and AI integration, and be prepared to discuss how your skills and values align.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.