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Service & Interaction Design Director – Fjord

Job Location: Ontario - Toronto

Regional Description: Canada

Job Number: 00673666

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- Job description

At Fjord, design leadership drives creativity and innovation at all levels. Our design leadership invests itself in strengthening the relationships between our teams, our clients, our work, and the people who use our products and services every day. As a Service & Interaction Design Director, you’ll own the Service & Interaction Design practice and delivery across multiple projects in the design studio. You’ll be responsible for contributing to and inspiring multidisciplinary design teams to craft compelling service futures and meaningful interaction experiences across multiple channels and touchpoints for our clients. You’ll also manage Service & Interaction Design Leads, collaborate with primary stakeholders, and work with program leadership to plan future projects. This is your opportunity to evolve Service & Interaction Design as both a discipline and a practice on a global scale.


As a team, we:

  • Create products that demonstrate outstanding Service and Interaction Design for our clients and their customers.
  • Drive the development of the discipline and practice in our studios.
  • Lead, lean in, be creative, and have fun.

As a Service & Interaction Design Director, you:

  • Drive the development and evolution of Service & Interaction Design with a focus on quality, practice, and offerings that meet business and user goals as well as create new offerings within Fjord.
  • Elevate and strengthen Service & Interaction Design as a discipline and a practice.
  • Own Service & Interaction Design craft and capability output across key projects, ensuring each project deliverable is of the highest quality.
  • Assess performance and provide career guidance and decisions for members of the studio design team.
  • Guide the design studio toward using the most appropriate Service & Interaction Design methods and practices. 
  • Educate designers and peers on new approaches to Service & Interaction Design in novel and nascent design spaces (AR/VR/Voice, etc.).
  • Ensure that the Service & Interaction Design practice stays at the cutting-edge by expanding the toolkits of Service & Interaction Design team members to account for new tools, methods or processes.
  • Support pitch decks and project approaches that lead to exciting, inspiring, and well-shaped work for our design team.
  • Present new thinking and insights at conferences as a Fjord thought leader. 

Working together, we will:

  • Create environments where our design teams can do high-quality work for our clients. 
  • Uncover opportunities to apply design thinking and service design to solve challenges for key accounts.
  • Build and strengthen the multidisciplinary skillsets of design teams across the studio.

Set yourself apart:
  • Ability to learn new software quickly; experience with Microsoft Office, Adobe Creative Suite, Sketch, InVision, Axure, Confluence, or JIRA is a plus.
  • Extensive knowledge of and experience with driving and applying user-centered design processes while working collaboratively with customers and cross-functional teams.
  • Mastery of Service Design, Interaction Design and Product Design, proficiency in Design Research and Business Design.
  • Proven history managing cross-functional teams to create a powerful, effective, and coherent design solution.
  • Excellent leadership skills, problem resolution abilities, and good judgment.
Your experience:
  • 10+ years of relevant industry experience; demonstrated experience leading multiple cross-discipline teams.
  • Bachelor’s degree or equivalent experience in a related field.
We are a family of Fjordians. Our living culture and borderless playground provide us with space to thrive, following simple core values that inform everything we do. Be adventurous. Bring a vision. Make an impact. Rely on empathy. Nurture collaboration. Stay transparent. Be bold and generous in all you do.

Thanks to a unique partnership with Accenture, we’re able to do work that changes the world, and we’re always looking for kindred spirits.

We believe design leadership should empower design teams, providing guidance, provoking thought, and removing barriers so that all members can reach their full potential. In doing so, our design leaders inspire teams, clients, and users to push beyond boundaries and achieve our shared goals. If your strengths revolve around bringing out the strengths in others, we encourage you to join our design leadership team.

Accenture does not discriminate on the basis of race, religion, color, sex, age, non-disqualifying physical or mental disability, national origin, sexual orientation, gender identity or expression, or any other basis covered by local law. Accenture is committed to providing employment opportunities to current or former members of the armed forces.

We are committed to employment equity. We encourage all people, including women, visible minorities, persons with disabilities and persons of aboriginal descent to apply.

It is currently our objective to assign our people to work near where they live. However, given the nature of our business and our need to serve our clients our employees must be available to travel when needed.

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