Senior Product Designer, Operations Excellence

Join us to build a more rewarding financial future for all Canadians 

At Neo, we’re on a mission to build a more rewarding financial future for all Canadians. Life at a rapidly expanding tech startup isn’t for everyone. It’s complex, fast-paced, high-pressure, but also incredibly fulfilling. Since its founding in 2019, Neo has gained incredible traction and is one of the fastest-growing fintech companies in Canada. 

• #1 Fastest Growing Company in Canada for 2024 by Globe & Mail 
• Deloitte’s Fast 50 in Canada Winner for 2023 and 2024
• LinkedIn’s Top Startup in Canada for 2022 and 2023
• Top-ranked mobile apps and credit cards
• Team of 700+ people
• 1M+ customers 
• 10K+ retail partners

The Role

We’re hiring a Senior Product Designer to shape the experience of our Operations Excellence domain, the core to our support systems, financial wellness tools, and customer chat products.

You’ll design the experiences that help customers get the answers, guidance, and confidence they need, whether they’re resolving an issue, understanding their finances, or planning their next step. This work is critical to building trust, driving satisfaction, and creating meaningful long-term relationships with our customers.

Neo is growing quickly, so this role will evolve as we do. You’ll help build new products, scale existing ones, and raise the bar for operational excellence across our platform. If you want to own big outcomes, move fast, and redefine what “support” means in financial services, you’ll thrive here.

What you'll be doing:

• Design end-to-end product experiences for our support, customer wellness, and customer chat products across web and mobile, balancing usability, performance, and delight.
• Collaborate with PMs, engineers, and business leaders from problem framing through execution to ensure we’re solving the right problems in the best way.
• Lead discovery efforts, mapping journeys, defining flows, prototyping concepts, and validating ideas through research and iteration.
• Build systems, not just screens, designing for scalability, accessibility, and the real-world complexities of operational tools and customer interactions.
• Shape strategy for Operations Excellence, influencing roadmap decisions with a deep understanding of customer needs and business priorities.
• Work with research, analytics, and content design to uncover opportunities and create experiences that improve satisfaction and reduce support volume.
• Contribute to Neo’s design system, ensuring consistent, high-quality experiences across all customer touchpoints.
• Advocate for the customer, using design to make support feel simple, human, and trustworthy.
• Mentor and support other designers, sharing feedback, tools, and best practices.
  
  

Who we are looking for:

• 5+ years of product design experience, shipping real-world products across platforms.
• Strong craft across interaction design, visual design, and information architecture.
• Experience working cross-functionally with PMs, engineers, operations, and support teams.
• A systems thinker who can connect micro-interactions to broader service and customer journeys.
• Comfortable in ambiguity, you bring structure, clarity, and momentum to messy problem spaces.
• Obsessed with measurable outcomes: you care as much about resolution rates, CSAT, and financial confidence as you do about pixels.
• Strong communicator who can present, explain, and defend design decisions with clarity and humility.
• Experience in support tools, chat platforms, or financial services is a plus, but not required, you can learn fast and think like an owner.

Working at Neo:

The people who thrive at Neo are resourceful, growth-oriented, and driven to win. We hold ourselves to high standards because we’re on a mission that matters: to build a more rewarding financial future for all Canadians. As individuals and as a team, we constantly challenge ourselves and each other to do our best work for our customers. Our commitment to customer success drives everything we do, from building intuitive products to providing exceptional support at every step of their journey. If this resonates with you, keep reading.

We trust, respect, and support each other. This means honest conversations, constructive input, and continuous support. You’ll be surrounded by people who push you to be your best. We primarily collaborate in person across our Calgary, Winnipeg, and Toronto offices. As we evolve rapidly, we’re looking for change-makers who thrive on challenge—people who would rather blaze a trail through uncertainty than follow a well-paved path.

All team members have a stake in Neo’s success and earn meaningful equity through stock options. This ownership mindset is at the heart of everything we do — when Neo grows, we all grow. If you’ve heard that Neo employees work hard, it’s true. We hold ourselves accountable for delivering on our commitments to our customers, partners, and each other. Working at Neo means taking ownership of your work and driving results, knowing that your contributions directly impact the company’s success. 

Apply with us:

We believe in equal opportunity and are committed to creating an inclusive climate where everyone can thrive. Customers trust us with their finances, so successful candidates for this position will be required to undergo a security screening, including a criminal records check and a credit check.

By continuing with your application, you agree to the Candidate Privacy Notice which guides how we process your personal information for the purpose of your application.