Service Design Director


Additional Job Description
It's an exciting time in financial services as the digital revolution has fully taken hold and design and innovation are at the forefront. At TD we pride ourselves on creating industry-leading experiences used by millions of people on a regular basis. User experience designers at TD develop information architectures, design interactive experiences and help conduct research to create services and products that our customers love. A deep understanding of our customers is foundational to our design practice.
We are looking for a seasoned User Experience Design Director eager to solve meaningful problems and envision seamless experiences spanning a broad digital and physical ecosystem. You'll get a chance to work with a team of creatives from diverse disciplines and industries, and collaborate closely with the best design research team in the industry to generate insights, concepts and experiences. Our work environment appeals to self-motivated, flexible team players that have great interpersonal skills and lots of curiosity. We encourage hybrid talents with multidisciplinary expertise.
The Service Design Director plays a key leadership role by creating and communicating user experience visions and strategies for TD. As a Design Director, you will lead a team of high-performing user experience designers, visual designers and copy writers and provide the subject matter expertise and facilitation needed to enable informed and effective Customer Experience decisions.
Time Type Full Time Employment Type Regular Hours 37.5 Business Line Corporate Job Family General Job Category - Primary Technology Solutions Job Category(s) Technology Solutions Job Description Key accountabilities for this role include the following:
  • Defines and communicates the Digital User Experience Strategy and roadmaps
  • Leads and executes standardization and integration of user experiences across Digital Channel initiatives that have wide scope and impact, and require broad business, customer and digital experience knowledge
  • Be the ultimate digital customer advocate by assessing pain points, identifying opportunities, and developing solutions that improve the overall customer experience across all digital platforms
  • Approves design artifacts for alignment to the Digital Experience Strategy and in support of corporate goals and objectives
  • Translates business, channel, and marketing objectives into integrated digital strategies
  • Collaboratively engage and inspire internal and external stakeholders to drive creative solutions that are sophisticated and engaging digital experiences
  • Willingness to constructively challenge current thinking across the enterprise, pushing boundaries and driving change that will deliver exceptional customer-centric experiences
  • Craft a vision for how customer experience insights and principles manifest themselves on the digital property and/or platform
  • Builds and maintains effective relationships with business and marketing partners to become a trusted advisor in defining the experience
  • Works in partnership with Digital Channel Product and Planning teams to ensure alignment with business priorities and product roadmap capabilities
  • Inspires the design team to relentlessly ideate and pursue the best possible customer-centric digital experience
  • Contributes to the development of the Digital Customer Experience group's culture and quality standards
  • Seeks out current industry knowledge and educates team members
  • Develops and maintains good relationships with project partners (e.g. groups outside the Digital Channel, vendors)
  • Collaborates with groups outside the Digital Channel to identify and develop new business opportunities
Job Requirements We are looking for a talented individual who can understand business objectives, leverage user research and lead the experience design strategy across TD's digital properties.
  • A degree in design or a design-related discipline (industrial design, user-centred design, visual design, design strategy, design management, human factors, psychology, human-computer interaction, etc.)
  • 7-10 years of information architecture/experience design within digital media (web sites / applications / mobile apps)
  • Strong understanding of all the creative domains (interaction design, visual design, copywriting, content strategy, etc.)
  • Solid grasp of design research methodologies
  • Experience leading creative teams from concept to conclusion on large-scale, long-term projects
  • Self-motivated with exceptional analytical skills and attention to detail
  • Ability to communicate clearly in both written, diagrammatic and presentation form to internal development teams, creative designers and business stakeholders
  • The ability to multi-task, meet tight timelines, and be flexible in adapting processes to meet project needs
  • Understanding of web-related technologies and standards, including CSS, HTML, and JavaScript
  • Knowledge of online marketing, advertising and other interactive experiences, with proven conceptual and design abilities
  • Strong understanding of user-centered design methods and principles
  • Experience in financial services is preferred but not mandatory
Inclusiveness
At TD, we are committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of our customers and communities in which we live and serve. If you require an accommodation for the recruitment/interview process (including alternate formats of materials, or accessible meeting rooms or other accommodation), please let us know and we will work with you to meet your needs.
**Province/State (Primary) Ontario City (Primary) Toronto
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