We are banking at another level. It also means being at the centre of ambitious economic and financial projects to see further and to do things differently, to fuel the success of Canadian entrepreneurs. Flexible and competitive advantages, including an Employee Savings and Investment Plan where BDC matches part of your voluntary contributions, a Defined Benefit Pension Plan, a $750 wellness and health care spending account, to name a few In addition to paid vacation each year, five personal days, sick days as necessary, and our offices are closed from December 25 to January 1 A hybrid work model that truly balances work and personal life Opportunities for learning, training and development, and much more...

As a Senior Service and Experience Designer at BDC, you play a key role in understanding, designing, and improving the experiences Canadian entrepreneurs have throughout their interactions with the organization. Drawing on the needs of entrepreneurs and employees, data, research insights, and business priorities, you help design simple, consistent, and value-creating experiences and services. You work across customer and employee journeys, digital and human touchpoints, and the operational processes that support the sales force.

If you're excited about working at the intersection of strategy, research, design, operations, and service transformation, this is the place for you!

Design

Human-Centered Experiences Understand the needs, motivations, and pain points of entrepreneurs and employees through research and experience data analysis. Map journeys, service ecosystems, and key moments. Rethink journeys by considering the evolving interactions among customers, employees, systems,



and AI agents to identify where automation, intelligent assistance, or orchestration can create value.

Design seamless experiences across physical, digital, and human channels. Translate research findings, customer feedback, and experience metrics into actionable recommendations. Facilitate discovery, co-creation, and Design Thinking workshops.

Support teams in adopting a customer-centric approach. Assess the impact of improvements on customer satisfaction, operational efficiency, and business outcomes. Promote a culture of continuous, data-driven improvement. 10+ years of experience in Customer Experience (CX), Service Design, UX, User Research, or related disciplines.

Strong expertise in Human-Centered Design, Service Design, and Design Thinking methodologies. Ability to leverage AI as a driver of experience design, digital agent interactions, and recent service models. Excellent communication skills with diverse audiences, including senior leadership.

Research and Insights: Turn the voice of the customer into opportunities for improvement.

Service Design: AI and Augmented Journeys: Anticipate the impact of digital agents and AI-assisted interactions on customer, employee, and operational experiences. Proudly one of Canada’s Top 100 Employers and one of Canada’s Best Diversity Employers, we are committed to fostering a diverse, equitable, inclusive and accessible environment where all employees can thrive and feel empowered to bring their whole selves to work. BDC is a bank unlike any other.

We are the only bank dedicated exclusively to the development of Canadian businesses. That’s what makes us unique as a bank. That’s why we are banking at another level. #

📌 SENIOR SERVICE AND EXPERIENCE DESIGNER (Montreal)
🏢 Business Development Bank of Canada
📍 Montreal