About the Customer Experience (CX) Team This team sits at the intersection of customer strategy and digital experience design. We are a small group of strategists and digital experience designers who work directly with global clients on research, strategy, and design that shapes how millions of customers experience a brand. Everyone here has a point of view, a high standard for the quality of their output, and a genuine curiosity about what makes people tick and what makes them stay loyal to a brand.  If you want a role where you can move from a UX research debrief to a loyalty experience design session to an executive presentation, all in the same week, this is that role!

Internal title: Sr. Lead, Strategic Advisory

• 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.

Who Thrives Here 

The people who do their best work with us tend to share a few things in common. 

• Rigor without rigidity. You take evidence seriously. You know the difference between a hunch and a finding, and you design work that produces real insight rather than confirmation. At the same time, you hold your conclusions loosely. When new information arrives, you update your thinking based on where the data leads.
• Clarity over cleverness. You write and speak to create shared understanding, not to signal sophistication. If you find yourself reaching for jargon, you treat it as a sign that you have not thought something through clearly enough yet.
• Ownership that extends past your deliverable. You care whether the thing actually worked, not just whether you completed your part. When a project hits an obstacle outside your defined scope, you stay with the problem until it is solved.
• First-principles thinking. You can reason through situations you have not encountered before without needing a template or a precedent. Novel problems feel like interesting puzzles rather than paralyzing uncertainty.
• The courage to push back. You will disagree with colleagues and clients when you believe they are headed in the wrong direction. You surface uncomfortable truths rather than letting them fester, and you advocate for what you think is right even when agreement would be easier.

As the Sr. Lead, Digital Experience, you will: 

• 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.

Compensation: The expected base salary compensation for this role is $106,452.70 to $137,154.50 CAD annually.   

Use of Artificial Intelligence (AI): 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.   

Vacancy Type: This posting is for an existing vacancy.  

The actual base salary compensation will vary depending on local market conditions, geography, and relevant job-related factors such as skills, qualifications, experience, and education/training.   

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:    Flexibility: A hybrid work model and flexible vacation offers agility to meet the needs of our global business and workforce, allowing us to inspire the best from our people.  

Moments that matter: Social events like F1rst Thursdays, Kick-Off gatherings, and holiday parties make it easy to build relationships and have fun.  

Health & Wellness support: Competitive healthcare and wellness benefits that care for both body and mind including Medical, Dental, Vision, Health Care Spending Account, Employee Assistance Program, access to 24/7 virtual healthcare and/or consultation services for you and your family — all available from your first day.  

Future-focused: Retirement planning assistance with company matching.   

Career development: Access to learning programs, mentorship, stretch projects, and internal mobility to keep you moving forward.  

Celebrating your impact: Recognition programs for individual and team achievements, peer-nominated awards, and service anniversaries.