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About the Role

This team sits at the intersection of customer strategy and digital experience design, working directly with global clients on research, strategy, and design that shapes how millions of customers experience a brand. This role offers the opportunity to move between UX research debriefs, loyalty experience design sessions, and executive presentations within the same week.

Responsibilities

• Lead the end-to-end delivery of digital experience engagements, from UX research and insight synthesis through interaction design, prototyping, and client-ready presentations.
• Design and lead UX research activities, including moderated interviews, usability testing, and heuristic reviews, and translate findings into design opportunities and experience recommendations.
• Create wireframes, user flows, interaction models, and high-fidelity prototypes using Figma, Sketch, or Adobe XD, working from low-fidelity concepts through to polished, handoff-ready artifacts.
• Map end-to-end customer journeys, identify friction points, and uncover moments that matter, connecting digital experience design to broader CX strategy and loyalty mechanics.
• Develop service blueprints, ecosystem maps, and multi-channel experience strategies that link user needs to business goals and make the case for investment in better digital experiences.
• Build and maintain strong client relationships as the primary point of contact for digital experience work, earning trust through consistent delivery and a clear strategic point of view.
• Partner with customer strategy, analytics, and engineering teams to bring a fully integrated perspective to engagements, ensuring design decisions are grounded in data and feasible in execution.
• Conduct competitive market scans and best-in-class benchmarking across digital products and experiences to ground client recommendations in a clear view of the landscape.
• Interpret quantitative research, behavioral data, and web & platform analytics to uncover customer needs, identify experience opportunities, and translate findings into meaningful insights and actionable recommendations.
• Support new business development by contributing to RFP responses, pitch presentations, and opportunity scoping conversations.
• Contribute to Bond’s market presence through client-facing workshops, conference participation, and published perspectives on digital experience design, loyalty innovation, and the evolving role of AI-enabled personalization.
• Mentor junior designers and strategists, offering guidance on research synthesis, design craft, and client communication, and actively contributing to a culture of intellectual curiosity and high standards.

Requirements

• Bachelor’s Degree or College Diploma in Interaction Design, User Experience Design, Graphic Design, Human-Computer Interaction, Psychology, or a related field.
• 7-9 years of experience in a professional services, consulting, product, or agency environment, or an equivalent combination of experience and demonstrated design leadership.
• Minimum 5 years leading design projects or teams in a client-facing capacity.
• Proven ability to create wireframes, flows, prototypes, and interaction models using Figma, Sketch, or Adobe XD, working across the full fidelity spectrum from conceptual sketches to handoff-ready artifacts.
• Experience designing and conducting UX research (moderated interviews, usability testing, heuristic reviews) and translating findings into strategic design recommendations.
• Deep familiarity with end-to-end journey mapping, service design, and the ability to connect interaction-level design decisions to broader CX strategy and loyalty mechanics.
• Experience developing service blueprints, ecosystem maps, and multi-channel experience strategies that articulate both user needs and business value.
• Familiarity with loyalty, personalization, and behavioral science concepts is a strong asset, particularly in connecting design decisions to measurable customer behavior.
• Ability to write and present with clarity and conviction, making complex design rationale and strategic recommendations immediately legible to a senior audience.
• A collaborative working style and confidence in client-facing environments, including the ability to challenge a brief, push back on assumptions, and advocate for the user’s perspective in the room.
• Experience guiding or mentoring junior team members, with a genuine interest in building people up as part of your day-to-day work.
• A portfolio demonstrating end-to-end thinking from research through design, with clear articulation of decisions made, problems solved, and impact delivered.
• Rigor without rigidity; take evidence seriously and update thinking based on data.
• Clarity over cleverness; write and speak to create shared understanding.
• Ownership that extends past your deliverable; care whether the thing actually worked.
• First-principles thinking; reason through novel situations without a template.
• The courage to push back; disagree with colleagues and clients when necessary.

Skills

• Figma
• Sketch
• Adobe XD
• UX research
• Journey mapping
• Service design
• Client-facing communication
• Mentoring
• AI-enabled personalization

Location

• Remote

Work Type

• Hybrid
• Full-time

Experience Level

• Senior Lead
• 7-9 years of experience
• 5 years leading design projects or teams

Education Level

• Bachelor’s Degree or College Diploma in Interaction Design, User Experience Design, Graphic Design, Human-Computer Interaction, Psychology, or a related field

Salary/Compensations

• $106,452.70 to $137,154.50 CAD annually

Benefits

• Hybrid work model
• Flexible vacation
• Social events
• Competitive healthcare and wellness benefits (Medical, Dental, Vision)
• Health Care Spending Account
• Employee Assistance Program
• Access to 24/7 virtual healthcare and/or consultation services
• Retirement planning assistance with company matching
• Access to learning programs, mentorship, stretch projects, and internal mobility
• Recognition programs for individual and team achievements, peer-nominated awards, and service anniversaries

About the Company

• At Bond, we believe compensation is more than a salary. Our Total Rewards program is designed to help you grow your career, support your well-being and keep you meaningfully connected.

Equal Opportunity

• Bond uses AI tools during parts of the screening, assessment, and selection process, supporting a fair and efficient hiring process.
• We welcome applications from all qualified candidates; however, only those selected for an interview will be contacted.