Senior Designer, UX and Customer Journey

Xplore Inc. is Canada’s fibre, 5G and satellite broadband company for rural living. Xplore is committed to the relentless pursuit of an improved broadband experience for all Canadians. Xplore is building a world-class fibre optic and 5G wireless network to enable innovative broadband services for better every day rural living, for today and future generations.

At Xplore, we're transforming how Canadians experience connectivity. Our mission is to deliver reliable, high-quality internet and seamless digital experiences that empower customers in rural communities across the country.

We're looking for a UX Designer, UX and Customer Journey to shape the strategy, design and experience of the customer journeys that define how people interact with Xplore - from onboarding and service assurance to support and retention. This role will sit within the Customer Experience Strategy and Digital Innovation team as part of the Customer Office, playing a critical role in designing and delivering customer experiences with an emphasis on digital channels.

In this role, you will work at the intersection of customer insight, business strategy, product design and technology delivery, building the omnichannel user experience journeys, defining how success will be measured. You will guide cross-functional teams to translate customer needs and CX strategy into intuitive, seamless and personalized experiences via app, web, phone and in-person touchpoints that drive measurable improvements in satisfaction, loyalty, and operational performance.

Success in this role means building simplified customer interactions, increased digital adoption, minimized friction, reduces attrition, and creating meaningful, measurable improvements in the end-to-end customer journey.

Why Join Xplore

At Xplore, you'll have the opportunity to help shape how connectivity experiences evolve for customers across Canada.

You'll work alongside teams that are passionate about improving the customer experience while delivering meaningful product innovations in a dynamic and growing organization.

This is an opportunity to make a real impact on how customers discover, connect with, and rely on Xplore services every day.

The Senior Designer, UX and Customer Journey combines strong user experience and product design expertise with strategic problem solving, workshop facilitation, and service design.

The role is grounded in understanding the customer and designing intuitive, accessible digital experiences, but extends beyond traditional UX. This individual works with other areas in the organization including Product, Business, Technology, Customer Intelligence, and Operations subject matter experts and leaders to understand the current customer experience, identify complex challenges and opportunities, facilitate workshops, and collaboratively design practical solutions.

This role requires someone who is equally comfortable interpreting user research, understanding the current state from the customer's perspective, mapping journeys and interactions, designing the future state experience, building prototypes digital experiences, working through technical constraints with Technology teams, facilitating senior stakeholders, and bringing structure and clarity to ambiguous problems.

The Roles & Responsibilities Will Include

User Experience & Human-Centred Design

• Partner with Customer Intelligence, Business stakeholders, and Front-line teams to translate customer needs, behaviours, pain points, and research findings into meaningful design opportunities.
• Understand and document the current state from the customer's perspective, identifying pain points, gaps, moments that matter, and opportunities across the end-to-end experience.
• Create customer journeys, experience maps, service blueprints, user flows, wireframes, prototypes, and other UX artifacts to define and communicate current and future state experiences.
• Apply UX principles, interaction design, information architecture, usability, accessibility, and design systems to create intuitive and effective experiences.
• Develop, prototype, test, and iterate solutions in partnership with UX Research, Product, Business, Technology, and other subject matter experts.
• Collaborate with Product and Technology throughout implementation to ensure the delivered experience reflects the intended design.
  
  

Workshop Design & Facilitation

• Facilitate workshops to explore problems, challenge assumptions, define opportunities, develop future state concepts, clarify roles and processes, make decisions, and build alignment around proposed solutions.
• Synthesize workshop discussions into clear themes, insights, decisions, recommendations, and next steps.
  
  

Strategic Problem Solving

• Understand the larger context of the customer journey and how each aspect of customer interaction contributes to the overall experience
• Frame complex user experience problems and identify the core issues and opportunities that need to be addressed
• Bring together customer, business, and technology perspectives to shape practical solutions
• Challenge assumptions and translate ambiguity into clear direction
  
  

An Ideal Candidate Will Possess

• 5+ years of UX and interaction design
• Customer journey mapping and service design
• Wireframing and prototyping
• Information architecture and user flows
• Usability, accessibility, and inclusive design
• Design systems and UX tools, including Figma
• Human-centred and design thinking
• Workshop design and facilitation
• Strategic problem solving
• Cross-functional collaboration across Business, Product, Customer Intelligence, and Technology
  
  

Experience & Qualifications

• 5+ years of progressive experience in UX Design, Product Design, Service Design, and/or Experience Design with demonstrated experience working on complex digital products or services with a consumer lens
• Strong portfolio demonstrating UX thinking and execution, including customer journeys, user flows, information architecture, wireframes, prototypes, and delivered digital experiences
• Demonstrated experience understanding and mapping current state customer experiences and translating research and customer insights into future state designs
• Experience designing and facilitating workshops with cross functional teams and senior stakeholders
• Strong understanding of digital technologies and the ability to work with Technology teams to understand technical capabilities, constraints, dependencies, and implications for the customer experience
• Strong knowledge of UX principles, interaction design, usability, accessibility, human centred design, and design systems
• Experience working in Agile, Kanban, or other iterative product development environments
• Proficiency collaborative design and workshop tools such as Miro, Figma or equivalent
• Post secondary education in UX Design, Interaction Design, Product Design, Service Design, or a related discipline, or equivalent professional experience
  
  

Conditions Of Employment

As a condition of employment and in order to comply with industry related data security standards, this position is subject to the successful completion of a Criminal Background Check. Details will be supplied to applicants as they move through the selection process.

Xplore is committed to creating an accessible environment and will accommodate disabilities during the selection process. Please let your recruiter know during the selection process of any accommodation needs.