Farber Debt Solutions · 5 hours ago
Senior Service Designer, Customer Experience
United States
Full-time
Remote
Senior Level
$100K/yr - $120K/yr
5+ years expFarber Debt Solutions is one of Canada’s oldest and largest debt solution providers, dedicated to helping Canadians rebuild their lives after debt. They are seeking a Senior Service Designer to create user-centered services, focusing on complex digital journeys through collaboration and user research.
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Responsibilities
Design and evolve end-to-end, front to back services, with a strong focus on journeys across both human and digital touchpoints
Create and maintain service blueprints, journey maps, ecosystem maps, and other service design artefacts
Identify pain points, opportunities, and dependencies across people, process, and technology
Ensure services are inclusive, accessible, and scalable
Plan and lead qualitative and quantitative user research to inform service and journey design
Select and apply appropriate research methods (e.g. surveys, interviews, usability testing, ethnographic observation)
Synthesize research insights and data analytics into clear, actionable recommendations
Advocate for user needs and evidence-based decision making at all levels
Work closely with UX/UI designers, product managers, engineers, technology and policy or operations teams
Facilitate workshops and co-design sessions with stakeholders and users
Influence stakeholders to help align teams around a shared service vision
Translate user and business needs into clear service design strategies
Balance user needs with organisational constraints, technical feasibility, and delivery timelines
Contribute to design standards, tools, and ways of working
Measure and iterate services based on user feedback and performance data
Translate user and business needs into clear service design strategies
Balance user needs with organisational constraints, technical feasibility, and delivery timelines
Contribute to design standards, tools, and ways of working
Measure and iterate services based on user feedback and performance data
Qualification
Required
5+ years' experience with strong expertise in service design with demonstrable experience designing digital journeys
Advanced user research skills, from planning through to synthesis and storytelling
Ability to design across complex systems and organisational boundaries
Understanding of regulated environments, such as financial institutions
Confidence facilitating workshops and communicating insights to diverse audiences
Excellent visualization and storytelling skills
Strong knowledge of behavioural design/science and its application
Strong understanding of accessibility and inclusive design principles
Journey mapping, service blueprinting, prototyping and systems thinking
Usability testing, ethnographic methods and research synthesis
Collaboration with UX/UI, content, and technical teams
Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities simultaneously
Benefits
Remote work model
Vacation and wellness days
Extended health and dental coverage, plus virtual doctor services
Employee Assistance Program and mental health resources
Company-matching retirement savings plan
Financial support for professional development
Annual company events
Exclusive access to perks and discounts
Company
Farber Debt Solutions
Farber Debt Solutions is one of Canada’s most respected Licensed Insolvency Trustee firms.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Shane Pennell
Chief Executive Officer & Partner
Recent News
2025-07-29
Company data provided by crunchbase