Senior UX Designer

📍 Job Overview

Job Title: Senior UX Designer

Company: Intact FC

Location: Montréal, Quebec, Canada (with flexibility for Toronto, Laval, and Calgary)

Job Type: Full time

Category: User Experience Design / Service Design

Date Posted: September 03, 2026

Experience Level: 7+ Years

Remote Status: Hybrid

🚀 Role Summary

• Lead the definition and execution of experience design strategies for the IT Services Portfolio, focusing on employee and enterprise platforms.

• Translate complex business objectives, operating model changes, and user needs into intuitive end-to-end journeys, intelligent workflows, and scalable service improvements.

• Drive adoption and business outcomes through the creation of simplified services, robust enablement strategies, and measurable impact narratives.

• Collaborate cross-functionally with business, product, and delivery leaders to embed user-centered design principles throughout the product lifecycle.

📝 Enhancement Note: While the job title is "Senior UX Designer," the core responsibilities and required experience strongly indicate a hybrid role blending UX design with service design, journey engineering, and enterprise enablement. The emphasis on "outcome-driven employee experiences" and "transformation architecture" suggests a strategic rather than purely execution-focused UX role. The ideal candidate will possess a strong understanding of how design impacts business operations and employee productivity.

📈 Primary Responsibilities

• Define and champion the experience and enablement strategy for the IT Services Portfolio, aligning with overarching transformation priorities and business goals.

• Translate future-state operating model objectives and enterprise platform evolution into detailed experience principles, end-to-end user journeys, comprehensive service blueprints, and intelligent workflow designs.

• Engineer and scale simplified services and workflows that demonstrably reduce friction, enhance user outcomes, and integrate seamlessly with enterprise platforms, including Automation, AIOps, and Digital Workplace solutions.

• Establish and govern reusable design standards, robust service patterns, and effective enablement assets to ensure sustainable transformation and consistent user experiences across the organization.

• Design and deliver accessible, end-to-end user experiences, producing all necessary artifacts (wireframes, prototypes, user flows) to guide development teams effectively.

• Conduct in-depth user research, including interviews, workshops, journey mapping, and usability testing, to deeply understand user needs, identify pain points, and validate design solutions.

• Partner closely with business stakeholders, product managers, architects, and delivery teams to embed user-centered design practices from initial discovery and prioritization through to final implementation.

• Develop and implement targeted enablement approaches and adoption strategies designed to increase user proficiency, encourage self-service, and foster sustained positive behavior change.

• Define clear success metrics and compelling value narratives that effectively demonstrate the employee, service, and overall business impact of design initiatives.

📝 Enhancement Note: The responsibilities highlight a proactive and strategic approach to UX, moving beyond traditional interface design to encompass the entire employee experience lifecycle within IT services. The emphasis on "intelligent workflows," "AIOps," and "Digital Workplace solutions" signals a need for a candidate comfortable with modern enterprise technology stacks and their impact on user productivity.

🎓 Skills & Qualifications

Education: While no specific degree is mandated, a strong educational background in Human-Computer Interaction (HCI), Design, Psychology, Computer Science, or a related field is highly beneficial. Formal training in Business Architecture or ITIL practices is also advantageous.

Experience: Minimum of 7+ years of progressive experience in UX Design, Service Design, Product Experience, Digital Transformation, Journey Engineering, or Enterprise Enablement.

Required Skills:

• Proven expertise in developing comprehensive experience strategies and transforming user journeys.

• Demonstrated ability in service blueprinting and designing intelligent workflows.

• Strong portfolio showcasing end-to-end design projects with a clear focus on measurable business impact.

• Proven ability to connect business outcomes, operating model changes, technology platforms, and user needs from strategic ideation through to successful execution.

• Deep understanding of user research methodologies, including interviews, journey mapping, and usability testing.

• Proficiency in creating design artifacts such as wireframes, prototypes, and user flows to guide development.

• Experience in defining and implementing enablement and adoption strategies.

• Strong stakeholder management and cross-functional collaboration skills.

• Understanding of accessibility standards and their application in design. Preferred Skills:

• Experience with enterprise applications, employee experience platforms, automation tools, AI-enabled services, or digital workplace environments.

• ITIL 4 or 5 certification or a solid understanding of modern IT Service Management (ITSM) practices.

• Proficiency with AI concepts, tools, and their application in service or workflow design.

• Experience in Business Architecture or formal training in the discipline.

• Bilingualism (English and French) for candidates located in Quebec, due to the necessity of interacting with colleagues across Canada.

📝 Enhancement Note: The experience requirement of 7+ years, combined with the emphasis on strategic impact and portfolio demonstration, indicates this is a senior-level role. The preference for ITIL and AI concepts suggests the company is looking for someone who understands the broader IT service delivery landscape and is forward-thinking regarding technology integration.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• A robust portfolio is critical, showcasing a diverse range of projects that demonstrate strategic thinking and tangible results.

• Clearly articulate your role and contributions in each project, emphasizing how you translated business objectives and user needs into actionable design solutions.

• Include detailed examples of experience strategy development, journey transformation initiatives, and service blueprinting.

• Showcase examples of intelligent workflow designs and their impact on user efficiency and business outcomes.

• Provide evidence of measurable business impact, such as improvements in adoption rates, reduction in support tickets, increased user satisfaction, or cost savings, supported by data and metrics. Process Documentation:

• Demonstrate your ability to document and standardize processes related to user research, design execution, and service improvement.

• Provide examples of how you have developed and implemented reusable design standards, service patterns, and governance practices.

• Showcase your experience in defining and measuring success metrics for design initiatives and enablement programs.

• Illustrate your capacity to engineer simplified services and workflows, documenting their design and implementation phases.

📝 Enhancement Note: For a senior role like this, the portfolio is paramount. Candidates must be prepared to walk through specific case studies that highlight their strategic influence, process optimization capabilities, and ability to connect design efforts to quantifiable business results. The focus is not just on what was designed, but why and how it succeeded.

💵 Compensation & Benefits

Salary Range:

Based on regional market data for Senior UX Designers with 7+ years of experience in Canada, particularly in major tech hubs like Montreal and Toronto, and considering the provided range of CAD 94,200 - 115,200 for a 35-hour workweek, this aligns with industry benchmarks.

• Estimated Annual Base Salary: CAD 94,200 - 115,200 (for a 35-hour workweek)

• Potential for Adjustment: The company explicitly states that salary will be determined by factors including experience, skills, qualifications, anticipated contribution, and internal equity, encouraging candidates outside this range to apply.

Benefits:

• Flexible Work Arrangements & Hybrid Model: Offers significant autonomy and work-life balance.

• Additional Paid Time Off: Opportunity to purchase up to 5 extra days off per year, enhancing work-life integration.

• Comprehensive Health & Wellness:

  • Telemedicine services for convenient access to healthcare.
  • Wellness account for personal health and well-being expenses.
  • A broad range of other benefits supporting physical and mental health.

• Financial Security & Growth:

  • Annual Bonus Target: 12% of base salary, with a potential payout of up to double the target, subject to personal and company performance.
  • Employee Share Purchase Plan (ESPP): Intact matches 50% of employee net shares, providing a strong incentive for long-term investment.
  • Defined Benefit Pension Plan: A significant benefit offering guaranteed income for life, providing exceptional long-term financial security.
  • Share Plan: Details to be provided, but often includes stock options or grants.

Working Hours: 35 hours per week, with a hybrid work model. The company emphasizes flexibility, suggesting that while a standard is set, the hybrid nature allows for some adaptation.

📝 Enhancement Note: The compensation package is highly competitive, particularly with the robust bonus structure, ESPP matching, and the rare offering of a defined benefit pension plan. The inclusion of "guaranteed income for life" is a significant differentiator. The explicit mention of a 35-hour workweek for the salary range provides clarity.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Services (Insurance), with a strong focus on technology and digital transformation. Intact FC operates within a sector that demands reliability, security, and innovation. The company's mission to help people, businesses, and society prosper, especially during challenging times, shapes its culture.

Company Size: Intact Financial Corporation is a large, established organization, as indicated by its scale and broad employee benefits. This implies a structured environment with opportunities for career progression and access to significant resources, but also a need for efficient processes to maintain agility.

Founded: Intact Financial Corporation has a long history, tracing its roots back over 200 years. This deep heritage suggests a stable, experienced organization that has successfully navigated market changes and technological advancements, fostering a culture of resilience and forward-thinking.

Team Structure:

• The role is part of a growing team within IT Services, focusing on enterprise platforms and transformation initiatives.

• The Senior UX Designer will likely work within a portfolio-aligned structure, collaborating closely with IT Service Portfolio managers, product owners, architects, and delivery teams.

• There's a strong emphasis on cross-functional collaboration, requiring interaction with various business units and IT departments across Canada. Methodology:

• Data-Driven Design: The role emphasizes using feedback, behavioral insights, and performance data to validate designs and drive improvements, indicating a strong reliance on analytics.

• Outcome-Oriented Processes: The focus is on "outcome-driven employee experiences" and engineering "measurable service improvements," suggesting a Lean or Agile approach to service design and transformation.

• Automation & AI Integration: The role explicitly mentions working with "Automation, AIOps, and Digital Workplace solutions," pointing towards a methodology that embraces modern technological advancements to enhance efficiency and user experience.

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

📝 Enhancement Note: Intact's long history in financial services combined with its current focus on digital transformation indicates a company that values both stability and innovation. The "Win As A Team" value suggests a collaborative environment where individual contributions are recognized within a larger collective effort.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned as a Senior UX Designer, indicating a mid-to-senior level position within the design and operations spectrum. It requires significant experience and the ability to operate with a high degree of autonomy, leading strategic initiatives and mentoring junior team members. The scope extends beyond typical UX tasks to encompass service design, enablement strategy, and business architecture integration.

Reporting Structure: While not explicitly stated, a Senior UX Designer typically reports to a UX Lead, Design Manager, or a Director overseeing Digital Experience or IT Service Management. The role will involve close collaboration with peers in Product Management, IT Architecture, and Delivery Management.

Operations Impact: The Senior UX Designer has a direct impact on operational efficiency and employee productivity by simplifying workflows, improving adoption of IT services and platforms, and enhancing overall employee experience. By engineering "measurable service improvements," this role directly contributes to the effectiveness and cost-efficiency of IT operations and the broader business.

Growth Opportunities:

• Specialization: Deepen expertise in areas like AI-enabled service design, advanced journey engineering, or business architecture within the financial services context.

• Leadership Development: Potential to move into leadership roles such as UX Lead, Design Manager, or Head of Employee Experience, managing teams and strategic design initiatives.

• Cross-Functional Exposure: Gain extensive experience across various IT domains (AIOps, Automation, Digital Workplace) and business units, broadening strategic understanding and impact.

• Continuous Learning: Access to training, certifications (e.g., ITIL, AI), and opportunities to work on cutting-edge transformation projects.

📝 Enhancement Note: The "new role" aspect suggests an opportunity to shape the function and influence its direction. The combination of UX, service design, and enablement responsibilities offers a unique growth path for professionals looking to expand their strategic impact beyond traditional UX.

🌐 Work Environment

Office Type: The company operates a hybrid work model, indicating a blend of remote work and in-office collaboration. This suggests a modern, flexible approach to work that balances individual focus time with team interaction and strategic alignment.

Office Location(s): While the primary posting is Montréal, Quebec, the company explicitly lists Toronto, Ontario, Laval, Quebec, and Calgary as potential locations. This indicates a national presence and the need for the Senior UX Designer to collaborate effectively with teams across different Canadian regions, potentially requiring occasional travel.

Workspace Context:

• Collaborative: The hybrid model and emphasis on "Win As A Team" foster a collaborative environment where design thinking is shared and built upon.

• Technology-Rich: As a Senior UX Designer working with enterprise platforms, automation, and AIOps, expect access to modern design and collaboration tools, along with robust IT infrastructure.

• Cross-Functional Interaction: The role necessitates frequent interaction with diverse teams—business stakeholders, product managers, architects, developers, and IT service managers—promoting a dynamic and interconnected work environment.

Work Schedule: A standard 35-hour workweek is mentioned in relation to salary. The hybrid model implies flexibility in structuring workdays, with expectations for focused work time and scheduled in-office collaboration or meetings.

📝 Enhancement Note: The hybrid nature of the role, coupled with the multi-city presence, means candidates should be comfortable with remote collaboration tools and potentially occasional travel. The emphasis on "employee experiences" suggests an environment that prioritizes user well-being and productivity.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of your resume and portfolio to assess alignment with the 7+ years of experience and core skill requirements.

• Portfolio Presentation & Discussion: Likely a session where you present key projects from your portfolio, detailing your strategic approach, design process, and the measurable impact of your work. Be prepared to discuss specific examples of experience strategy, journey mapping, service blueprinting, and intelligent workflow design.

• Behavioral & Situational Interviews: Questions assessing your collaboration style, problem-solving abilities, how you handle complex challenges, and your understanding of business outcomes. Expect questions related to ITIL, AI concepts, and enterprise enablement.

• Team/Stakeholder Interviews: Meetings with potential colleagues and stakeholders from business, product, and delivery teams to evaluate cultural fit and cross-functional collaboration capabilities.

• Final Interview: Potentially with senior leadership to discuss strategic alignment and long-term vision.

Portfolio Review Tips:

• Curate Strategically: Select 3-4 projects that best demonstrate your expertise in experience strategy, journey transformation, service blueprinting, and intelligent workflow design, with clear evidence of measurable business impact.

• Storytelling is Key: For each project, clearly articulate the business problem, your user-centered approach, the design solutions implemented, and the quantifiable outcomes achieved. Use data and metrics to support your claims.

• Highlight Strategic Thinking: Emphasize how your design decisions aligned with business objectives, operating model changes, and enterprise technology platforms.

• Showcase Process: Demonstrate your understanding of the end-to-end design process, including user research, ideation, prototyping, testing, and collaboration with development teams.

• Address Enablement: Include examples of how you developed strategies to drive adoption and user behavior change.

Challenge Preparation:

• Process Design Challenge: You might be asked to outline a process for designing an intelligent workflow or improving an existing employee service, focusing on methodology, user research, and outcome definition.

• Strategic Scenario: Be prepared to discuss how you would approach defining an experience strategy for a new enterprise platform or a significant IT transformation initiative.

• Collaboration Scenario: Anticipate questions about how you would collaborate with diverse stakeholders (e.g., IT Operations, Business Leaders, Development Teams) to ensure design intent is maintained and user needs are met.

📝 Enhancement Note: The emphasis on a "strong portfolio demonstrating experience strategy, journey transformation, service blueprinting, intelligent workflow design, and measurable business impact" is paramount. Candidates should prepare to present case studies that go beyond visual design to showcase strategic influence and operational improvement.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Prototyping: Figma, Sketch, Adobe XD, InVision (or similar industry-standard tools for wireframing, prototyping, and user flow creation).

• Service Design & Journey Mapping: Miro, Lucidchart, Smaply, or specialized tools for creating service blueprints and complex user journey maps.

• Collaboration & Documentation: Confluence, Jira, Microsoft Teams, Slack (essential for cross-functional collaboration, project management, and documentation in a hybrid environment).

Analytics & Reporting:

• User Analytics: Google Analytics, Adobe Analytics, Pendo, or similar tools for tracking user behavior, adoption rates, and engagement metrics on digital platforms.

• BI/Dashboarding: Tableau, Power BI, Looker (or similar) for visualizing performance data, user feedback trends, and demonstrating the impact of design initiatives.

• Feedback Tools: SurveyMonkey, Typeform, Qualtrics for collecting user feedback and conducting user research.

CRM & Automation:

• CRM (Indirect Relevance): While not a direct CRM role, understanding how UX impacts CRM usage or enterprise platforms that might integrate with CRM is beneficial.

• Workflow Automation Tools: Experience with platforms that enable intelligent workflow design (e.g., ServiceNow, Pega, Appian, or internal workflow tools) is highly advantageous.

• AI/ML Platforms: Familiarity with AI concepts and tools that power AI-enabled services or workflows, even if not directly configuring them.

📝 Enhancement Note: The role requires proficiency not only in core UX design tools but also in service design and collaboration platforms. Experience with tools that support workflow automation, AI integration, and data analysis for impact measurement will be highly valued.

👥 Team Culture & Values

Operations Values:

• Win As A Team: Emphasis on collective success, mutual support, and shared responsibility for achieving goals. Collaboration and open communication are key.

• Do Your Best Work: Commitment to quality, excellence, and continuous improvement in all aspects of work, driving high standards in design and execution.

• Be Open to Change: Adaptability and a proactive approach to embracing new technologies, methodologies, and evolving business needs.

• Grow With Us: Encouragement of continuous learning, professional development, and career advancement within the organization.

Collaboration Style:

• Cross-Functional Integration: A strong emphasis on working seamlessly with diverse teams (business, product, IT, delivery) to ensure a holistic approach to experience design and service delivery.

• User-Centricity: A culture that values user insights and advocates for the user's needs throughout the design and development process.

• Data-Informed Decision Making: Decisions are guided by user research, performance data, and measurable outcomes, fostering a pragmatic and results-oriented approach.

• Continuous Improvement: An environment that encourages feedback, iteration, and ongoing refinement of processes and user experiences.

📝 Enhancement Note: Intact's values—Respect, Win as a Team, Do Your Best Work, Be Open to Change, Grow With Us—are central to their culture. The Senior UX Designer will be expected to embody these values, particularly "Win As A Team" and "Do Your Best Work," by fostering collaboration and delivering high-quality, impactful design solutions.

⚡ Challenges & Growth Opportunities

Challenges:

• Bridging Strategy and Execution: Effectively translating high-level strategic objectives and operating model changes into actionable, user-centered design solutions for complex enterprise platforms.

• Balancing Diverse Stakeholder Needs: Navigating the needs and priorities of various business units, IT departments, and product teams to create cohesive and effective employee experiences.

• Driving Adoption of New Technologies: Encouraging the uptake of new services, workflows, and platforms, particularly those involving automation and AI, which may require significant behavior change.

• Measuring Intangible Impact: Quantifying the full value of design initiatives, especially those related to employee experience and operational efficiency, using robust data and clear metrics.

Learning & Development Opportunities:

• Advanced Design Methodologies: Deepen expertise in service design, journey engineering, and business architecture within a large financial services context.

• Emerging Technologies: Gain hands-on experience with AI-enabled services, AIOps, and advanced automation tools, positioning yourself at the forefront of workplace innovation.

• Leadership & Mentorship: Opportunities to mentor junior designers, lead project teams, and potentially develop into management roles.

• Industry Exposure: Access to conferences, training, and certifications relevant to UX, service design, ITIL, and business architecture.

📝 Enhancement Note: The role presents a significant opportunity to influence the employee experience across a large enterprise. The primary challenge will be synthesizing complex requirements into user-centric solutions that drive tangible business outcomes, with ample opportunity for professional growth in cutting-edge technology domains.

💡 Interview Preparation

Strategy Questions:

• "How would you approach defining the experience strategy for Intact's IT Services Portfolio, considering our transformation priorities and operating model evolution?" (Prepare to discuss your framework, key considerations, and how you'd align with business goals.)

• "Describe a time you translated complex business requirements into an end-to-end user journey and intelligent workflow. What was the impact?" (Be ready with a portfolio-level case study that highlights your process and results.)

• "How do you ensure accessibility and usability standards are met throughout the design and delivery process, especially when collaborating with development teams?" (Focus on your practical methods and quality assurance approach.) Company & Culture Questions:

• "Based on your understanding of Intact, how would your design approach support our 'Win As A Team' value?" (Research Intact's values and connect them to your collaborative and user-centric methods.)

• "How do you stay current with emerging trends in AI, AIOps, and Digital Workplace solutions, and how would you leverage these in your role?" (Demonstrate your proactive learning and innovative thinking.)

• "Describe your experience working in a hybrid environment and collaborating with geographically dispersed teams." (Highlight your communication and remote collaboration skills.) Portfolio Presentation Strategy:

• Focus on Impact: Prioritize projects where you can clearly demonstrate quantifiable business outcomes (e.g., improved efficiency, reduced errors, increased adoption).

• Structure Your Narrative: For each project, use a STAR method (Situation, Task, Action, Result) or similar framework to present a clear, compelling story.

• Showcase Process, Not Just Pixels: Detail your research, ideation, prototyping, testing, and collaboration steps. Explain why you made certain design decisions.

• Be Ready for Deep Dives: Anticipate detailed questions about your design choices, the tools you used, and how you measured success.

• Tailor to Intact: If possible, subtly align your examples with the financial services industry or enterprise-level challenges.

📝 Enhancement Note: Interview preparation should focus on showcasing strategic thinking, a deep understanding of the UX/Service Design lifecycle, and the ability to drive measurable business outcomes. Candidates should be ready to articulate their process and impact with specific examples from their portfolio.

📌 Application Steps

To apply for this Senior UX Designer position:

• Submit your application through the provided Workday link.

• Curate Your Portfolio: Select 3-4 of your strongest projects that best exemplify your expertise in experience strategy, journey transformation, service blueprinting, and intelligent workflow design. Ensure each project clearly details the business problem, your role, your process, and quantifiable results.

• Optimize Your Resume: Highlight your 7+ years of relevant experience, focusing on keywords from the job description such as "experience design strategy," "journey mapping," "service blueprinting," "intelligent workflows," "enterprise enablement," and any experience with "AI," "AIOps," or "Digital Workplace" solutions. Quantify achievements wherever possible.

• Prepare Your Presentation: Practice walking through your selected portfolio projects concisely and compellingly. Be ready to discuss your strategic thinking, design process, and the measurable impact of your work. Prepare answers to common behavioral and situational interview questions.

• Research Intact FC: Understand the company's mission, values, and its position in the financial services industry. Familiarize yourself with their commitment to digital transformation and employee experience.

⚠️ 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.

---