Senior Experience Strategist

Job Description

Senior Experience Strategist (Service Design & AI Transformation)



High-impact strategic mandate in the insurance industry driving AI-powered transformation across retail investments and institutional channels. Hybrid Toronto role focused on service design, workflow innovation, AI opportunity identification, and executive storytelling within a fast-moving, enterprise environment.



What is in it for you:




• Salaried: $63-70 per hour.


• Incorporated Business Rate: $77-84 per hour.


• 6-month contract with the potential for permanent employment.


• Full-time position: 37.50 hours per week.


• Weekday schedule from 9 am to 5 pm.


• In-office presence required from Tuesday to Thursday.


• Remote work available on Mondays and Fridays.

Responsibilities:




• Lead discovery initiatives to identify AI-powered opportunities across wholesaler, marketing, institutional, and distribution workflows.


• Assess and document current-state workflows across retail and institutional business units.


• Develop AI opportunity maps and prioritization frameworks aligned with strategic objectives.


• Design service blueprints, journey maps, workflow analyses, and future-state experience concepts.


• Translate ambiguous problem spaces into structured frameworks, visual narratives, and strategic recommendations.


• Create executive-ready presentations, visualized AI use cases, and compelling concept storyboards.


• Facilitate cross-functional workshops and synthesize outputs into actionable insights.


• Partner closely with experience design, digital product, AI, engineering, marketing, operations, sales enablement, and distribution stakeholders.


• Define approaches that enable human-AI collaboration rather than full process replacement, encouraging adoption and confidence in solutions.


• Deliver strategic clarity that informs roadmap planning and long-term AI investment decisions.



What you will need to succeed:




• Bachelor's degree in Design, Business Strategy, Human-Computer Interaction, Service Design, or a related discipline.


• 5–7+ years of experience in experience strategy, service design, or digital strategy.


• Demonstrated experience identifying and shaping AI-enabled opportunities within complex organizations.


• Strong expertise in service design methodologies including journey mapping, service blueprinting, Jobs-to-be-Done, and workflow analysis.


• Proven ability to frame complex problems and define strategic solution approaches.


• Advanced storytelling and visual communication skills using tools such as PowerPoint, Figma, and Mural.


• Experience operating within complex, matrixed enterprise environments.


• Experience within financial services, retail investments, institutional business, or insurance environments is preferred.


• Strong facilitation skills with the ability to align senior stakeholders.


• Ability to independently drive clarity and structure in ambiguous environments.


• Strategic mindset with a focus on measurable business outcomes and operational impact.



Why Recruit Action?



Recruit Action (agency permit: AP provides recruitment services through quality support and a personalized approach. As part of the screening process, some applications may be reviewed using artificial intelligence tools. Only candidates who meet the hiring criteria will be contacted.



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