Director of User Experience at Critical Mass

Toronto, Ontario, Canada

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Digital Agency, DesignIndustries

Requirements

Thinks like both a strategist and an artist, fluent in UX (information architecture, research, usability), design (visual systems, motion, art direction), and AI (conversational interfaces, vibe-coded experiences, machine learning for next-gen UX)
Understands design extending beyond owned platforms into third-party and media channels to maximize user engagement
Juggles multiple complex projects, pivoting between high-level strategy and detailed design feedback
Bridges disciplines (research to design, design to development, all to business outcomes)
Thrives in fast-paced environments, champions user's voice against competing agendas, mentors team with rigor
Energized by full spectrum of design from wireframe to final pixel
Advanced working knowledge across visual design, art direction, motion design, front-end development, brand strategy, content strategy, and AI/machine learning principles
Recognized as a UX and Product Design leader sought after for strategic input
Represents agency as ambassador at industry conferences and meetings

Responsibilities

Lead a multi-disciplinary team of UX and Product Designers to build and test user interface and product experiences that meet or exceed customer and stakeholder expectations
Guide and mentor UX and product design team members through delegating, follow-up, and coaching
Champion the user's perspective, appropriately challenging senior stakeholders when user goals are compromised, and ensure all UX and design deliverables demonstrate visual excellence and interaction elegance
Build and maintain strong relationships with creative teammates, account managers, strategists, content strategists, marketing science, and producers
Act as an account lead, effectively visualizing and verbalizing design ideas to clients through compelling presentations and narratives
Facilitate design and brainstorming workshops with internal teams and clients, synthesizing diverse perspectives into cohesive design direction
Partner with media teams and platforms to design compelling interface experiences across owned and third-party touchpoints, maximizing impact in the interface layer of social, advertising, and external platforms
Lead the integration of AI design principles and tools into projects—from AI-assisted design workflows to architecting AI Agent interfaces and conversational experiences that feel natural and intuitive
Develop and champion AI-influenced user experiences that leverage machine learning, predictive personalization, and intelligent automation while maintaining user agency and trust—including emerging paradigms like vibe-coded interfaces where tone and personality drive interaction design
Oversee multiple high-visibility client projects, effectively pivoting between focus areas as needed
Collaborate with leadership and creative leads to define, manage, and evolve the vision for the UX and Product Design discipline
Lead recruiting and resourcing efforts while cultivating an effective team with diverse skill sets (UX research, visual design, interaction design, front-end development)
Coach direct reports to maximize their impact, professional development, and contribution to project and agency success while helping define and promote team culture
Embody agency leadership values and promote culture in all interactions (internally and externally)

Skills

Key technologies and capabilities for this role

UX DesignInformation ArchitectureUser ResearchUsability TestingVisual DesignMotion DesignArt DirectionAI InterfacesConversational UIMachine LearningWireframingProduct DesignTeam LeadershipMentoringStakeholder Management

Questions & Answers

Common questions about this position

What leadership and team management responsibilities does this role involve?

You will lead a multi-disciplinary team of UX and Product Designers, guide and mentor team members through delegating, follow-up, and coaching, and build and maintain strong relationships with creative teammates, account managers, strategists, and others.

What expertise in UX, design, and AI is required for this position?

The role requires fluency in UX including information architecture, research, and usability; design skills in visual systems, motion, and art direction; and AI knowledge for architecting conversational interfaces, vibe-coded experiences, machine learning, predictive personalization, and intelligent automation.

Is this a remote position or does it require office work?

This information is not specified in the job description.

What is the salary or compensation for the Director of User Experience role?

This information is not specified in the job description.

What kind of work environment and team culture can I expect?

The role involves thriving in fast-paced environments, juggling multiple complex projects, bridging disciplines like research, design, and development, and leading a team fired up about strategically sound, visually stunning, and innovative experiences.

Critical Mass

Digital experience design and marketing agency

About Critical Mass

Critical Mass is a digital experience design agency that creates engaging digital solutions for clients in various industries, including automotive, finance, healthcare, and retail. The agency focuses on delivering tailored digital strategies, user experience (UX) design, and technology solutions. Their services encompass website design and development, digital marketing campaigns, social media management, and data analytics. Critical Mass differentiates itself from competitors through its collaborative approach, working closely with clients to co-create solutions that resonate with their target audience. The company aims to simplify complex digital challenges and provide user-friendly solutions while nurturing talent through programs like the Critical Mass Artist In Residence (CM AIR) and Trailhead.

Calgary, CanadaHeadquarters

1996Year Founded

$238KTotal Funding

M_AND_ACompany Stage

Data & Analytics, Consulting, Consumer SoftwareIndustries

1,001-5,000Employees

Benefits

Professional Development Spending Account that can be used for conferences, courses, subscriptions, books

Competitive pay and benefits

Match charitable donations up to $100USD

Flexible, reasonable work-from-home arrangements whenever possible

Risks

Emerging digital agencies in Canada threaten Critical Mass's market share.

Rebranding with BlackSquare may misalign with Diageo's brand vision, affecting collaborations.

Public health disinformation focus may attract scrutiny, impacting reputation in studied regions.

Differentiation

Critical Mass excels in advanced UX design and data analytics.

The company specializes in voice interface design and AI-driven customer interactions.

Critical Mass offers integrated marketing communications and omnichannel strategies.

Upsides

Increased demand for personalized digital experiences boosts Critical Mass's core services.

The rise of e-commerce aligns with Critical Mass's expertise in digital identity solutions.

Growing digital ad expenditure in Canada expands the market for Critical Mass's services.

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