Toronto, Ontario

Researcher & Service Designer

Montreal, Quebec
Early Career

Think insurance is boring? We're about to change your mind. At Intact Lab, insurance is fast-paced, innovative and fun (yeah, you read that right).

Intact Lab is the digital innovation hub of the Intact Financial Corporation, one of Canada's Best  Employers. We have the spirit of a start-up with the backing of big business. So what does that mean? It means we have the funding for top-notch technology and the freedom to create Insurtech products that don't exist, but should. That's where the fun comes in.

We work collaboratively to deliver customer-friendly digital experiences. Now we're looking for a talented researcher and service designer to complement our growing Strategy & Design team. That's where you come in.

Your Job

About you As a researcher and service designer you will bring a human-centered approach to innovation. Your quest is to demystify complex problems to conceive and help bring to life delightful omnichannel experiences across customer journeys. As a member of our Design Thinking team, you will be a custodian of customer journeys, helping identify opportunities that can elevate and transform our customer experiences.

Workplace: Montreal (2020, Blvd. Robert-Bourassa)

Reporting to the Manager, Design Thinking, your main responsibilities are:

  • Helping inform our strategy and innovation efforts by providing insights into the needs of our customers obtained through qualitative and quantitative research.
  • Recommending optimal research methods, scoping, planning and managing research activities involving internal stakeholders and external vendors.
  • Organizing and leading qualitative user research: client and stakeholder interviews, focus groups, usability tests, diary studies, etc.
  • Designing quantitative research studies, defining methodology, writing and editing questionnaires.
  • Synthesizing data from multiple sources, translating research insights into actionable recommendations/design.
  • Produce CX/UX artifacts such as customer journeys, user personas and service blueprints to create a shared understanding of the customer experience across all lines of business, brands and channels: print, phone, digital and in-person.
  • Organize a range of ideation sessions and  co-creation workshops to engage employees and customers in designing customer-centric processes.
  • Develop compelling stories and visual elements to communicate ideas, secure stakeholder buy-in and inspire teams at all levels, from peers to executives.
  • Develop prototypes to test and validate solutions for refinement.
  • Create clear solution development plans and collaborate with UX and product designers to support the roll-out of service design initiatives through experimentation, testing and refinement based on learnings.
  • Empathize with stakeholders and customers as they move through the innovation journey and help them understand how to navigate divergent and convergent phases of development
  • Advocating customer-centricity throughout the organization.
Your Skills
  • At least 3 years of experience in research and omnichannel service design.
  • Demonstrated experience with both quantitative and qualitative UX research methods: in-depth interviews, user testing, surveys, contextual inquiry, etc.
  • A strong portfolio showcasing user-centered design solutions.
  • Expertise in usability and user-centered design and design thinking practices.
  • Knowledge of UX research tools (, Optimal Workshop, Survey Monkey, etc.).
  • Excellent verbal communications, strong visualization skills to communicate design ideas.
  • Experience with design tools (Sketch, Axure, InVision, Adobe Creative Suit, etc.) is an asset
  • Bilingualism (English/French)

You are:

  • Analytical, curious and creative.
  • An strategic thinker who loves to solve complex problems and is able to zoom in and zoom out.
  • Deeply passionate about design and the customer experience.
  • A team player who thrives in a collaborative environment and can provide and receive constructive feedback.
  • Proactive, comfortable working within a self-directed culture and navigating ambiguity.
  • A patient listener, effective communicator, engaging presenter and compelling storyteller.
  • Comfortable with interacting at different levels in the organization, from peers to senior management.

Here are a few reasons why others have joined our team:

  • An award-winning, inspiring workplace that supports its people and recognizes great work
  • Stimulating, challenging projects and development opportunities to help you grow your skills and career
  • Flexibility in how and where you work
  • A comprehensive financial rewards program that recognizes your success
  • An extensive, flexible benefits package
  • An industry leading Employee Share Purchase Plan where we match 50% of net shares purchased
  • A casual 'dress for your day' culture that encourages you to be yourself
  • A $350 annual wellness account that promotes an active lifestyle
Closing Statement

We are an Equal Opportunity Employer

At Intact, our values guide everything that we do.  We celebrate our differences and appreciate our similarities.  That's why we are committed to building an inclusive and inspiring environment for all employees.  If you need a specific accommodation during the recruitment process, please let us know and we will be happy to provide.

Background Checks

As an employer and publicly traded financial services company, the best interests of our customers, employees and shareholders are important to us.  We want Intact to be a great place to work!  This means that you'll be asked to consent to background checks so we can learn more about you. Please note that for positions with access to financial data or funds, your credit must be in good standing.

About us:

As Canada's largest provider of property and casualty insurance, we're not only leading our industry, but we're redefining what it means to work for it.  As a recognized top employer, we're committed to living our values and supporting our dedicated people who bring their best to work each day because they know their work matters.

Our people are at the heart of what we promise - getting people back on track and helping them prosper in good times and be resilient in bad times.   We have over 13,000 employees who live our values every day and strive to deliver legendary service to our millions of customers across Canada and the U.S.  We have many brands that are a part of the Intact family.   In Canada, Intact Insurance and Brokerlink distribute insurance through a wide network of brokers, while belairdirect delivers products direct-to-consumer. In the U.S., OneBeacon Insurance Group handles our specialty insurance line of business.

Eligibility to work in Canada

It's important that you are legally eligible to work in Canada at the time an offer of employment is made.  You may be requested to provide proof of eligibility at that time.

How to Apply