UX Designer

We are hiring a UX Designer, Application Development!

The Opportunity:

The UX Designer is accountable for designing clear, efficient, and trustworthy experiences that enable First National employees and partners to use AI enabled mortgage workflows with confidence.

This role combines user research, service design, interaction design, prototyping, and usability testing for complex operational workflows. Embedded in a product squad while maintaining a shared library of AI interaction patterns for the wider AI Factory, the Designer works closely with the Product Manager, the Residential Underwriting Business SME, the AI Engineering Lead, engineers, and quality teams to make AI outputs understandable and actionable, design effective human review and exception paths, and drive sustained adoption.

How you will contribute:

• Plan and conduct user research with underwriters, brokers, servicing teams, operations, and other users through interviews, observation, workflow shadowing, surveys, and usability testing, and turn findings into clear design opportunities.

• Map current and future user journeys, service blueprints, decision points, handoffs, pain points, and exception paths to help product squads simplify work rather than digitize unnecessary process complexity.

• Design user flows, information architecture, wireframes, prototypes, and production ready interaction specifications using Figma or comparable tools, from early concepts through detailed design and release support.

• Make AI outputs clear and actionable by designing for source evidence, confidence, uncertainty, explanations, policy references, recommended actions, human review, overrides, feedback capture, error recovery, and escalation.

• Partner with the Product Manager and the Business SME to translate user needs and policy requirements into experience principles and acceptance criteria, and with AI, data, and full stack engineers to deliver feasible, consistent, and accessible solutions.

• Define and measure usability and adoption outcomes such as task completion, time on task, comprehension, error rates, trust, satisfaction, accessibility, and user feedback, and use the evidence to iterate the product.

• Support UAT, pilots, training, rollout, and post launch learning by observing real use, identifying experience defects or workarounds, and prioritizing improvements with the product squad.

• Create and maintain reusable AI interaction patterns, design system components, research assets, and guidance that help future product squads deliver consistent experiences without redesigning common solutions.

The experience you need:

• Bachelor’s degree in interaction design, user experience, human computer interaction, psychology, design research, digital media or a related discipline, or equivalent practical experience.
• 5 plus years of progressive UX, product design, service design, or user research experience delivering complex digital products from discovery through production.

• A portfolio demonstrating strong user research, workflow design, interaction design, prototyping, usability testing, and evidence based iteration for enterprise or operational products.

• Advanced proficiency with Figma or comparable design and prototyping tools, design systems, information architecture, and clear documentation for engineering implementation.

• Experience designing for complex rules, data rich interfaces, exceptions, approvals, accessibility, and users who must make accurate decisions under time pressure.

• Practical understanding of AI enabled experiences, including uncertainty, explainability, source evidence, human in the loop review, feedback, automation boundaries, and trust is strongly preferred.

• Strong facilitation, communication, and collaboration skills, with the ability to synthesize conflicting user, business, policy, risk, and technical needs into simple and usable designs.

• Experience in financial services, mortgage lending, lending operations, servicing, broker channels, third party partnerships, or regulated technology environments is preferred.

Relationships:

External: Engages design and research vendors, implementation partners, and accessibility specialists, and conducts research directly with broker and partner users where appropriate.

Internal: Embedded in a First National product squad works with the Product Manager, the Residential Underwriting Business SME, AI Engineers, full stack engineers, and the QA Engineer.

Working Environment and Physical Demands Analysis:

• Office environment
• Periods of high volume with tight timelines
• Long periods of stationary position/sitting
• Prolonged periods of repetitive movement (i.e. using a keyboard and mouse)
• Long periods of time in viewing a computer screen
• Multi-tasking may include speaking to customers on a telephone call while looking up information on a computer program.

Why join First National?

• Competitive Compensation
• Comprehensive benefits program (i.e., Health Spending Account, Maternity and Parental Leave Top Up)
• Extensive training programs to set our employees up for success
• Modern office environment conducive to collaboration
• Supportive teamwork culture
• Opportunities to give back to the communities and work through events focused on a variety of charities
• Ongoing social events throughout the year

The team you’ll join:

Founded in 1988, First National is one of Canada’s largest non-bank lenders. We provide residential mortgages exclusively through the mortgage broker channel and we are Canada’s largest commercial mortgage lender.

First National has been consistently recognized as a great place to work and we are proud that our employee engagement feedback is higher than our industry partners.

We would like to thank all applications for their interest in this existing vacancy, but only candidates selected for an interview will be contacted.

Artificial Intelligence is not used in our recruitment or hiring process for this role.

First National is proud to be an equal opportunity employer and is committed to diversity and inclusion regardless of race, color, religion, national origin, age, gender identity, physical or mental disability, sexual orientation and any other category protected by law.

First National supports requests for accommodation from applicants with disabilities; please contact Human Resources at [email protected]should you need an accommodation at any point in the recruitment process.

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