Service Designer Senior

Toronto - Canada

Hourly Salary: EUR 90 - 120

Posted on: Yesterday

Vacancies: 1 Vacancy

Job Summary

We are seeking a Senior Service Designer to support large-scale service innovation program review and digital transformation initiatives within a public-sectorfocused digital delivery environment. The role involves working closely with cross-functional teams to design and improve end-to-end services using human-centred design agile delivery and modern digital practices.

The Service Designer will help simplify complex services enhance user experiences and enable efficient service delivery across digital and non-digital channels. This is a remote role within Canada with occasional on-site collaboration as required.

Tasks

Apply human-centred design methodologies across service innovation and digital transformation projects.

Lead and support discovery research prioritization prototyping evaluation and change management activities.

Conduct user behavioral and field research to understand citizen and employee needs.

Analyze end-to-end service journeys across multiple channels (web mobile phone in-person print mail etc.).

Identify experience gaps opportunities and improvement areas for both users and internal teams.

Facilitate co-design workshops with stakeholders executives and front-line staff.

Develop and maintain:

Service journeys and service blueprints
Process maps and service prototypes
User story maps and backlogs
Strategy and roadmap artifacts

Design test and iterate on prototypes and service concepts using usability and concept testing.

Collaborate with product owners designers developers and business teams in agile delivery environments.

Support change management by co-creating new processes policies and operational models.

Measure service performance and outcomes reporting on efficiency accessibility and user experience improvements.

Support the integration of new solutions into existing operations considering organizational culture and service delivery impacts.

Requirements

Proven experience as a Service Designer UX Designer or Design Strategist on complex multi-channel services.

Strong expertise in human-centred design service design and design thinking methodologies.

Hands-on experience with:

User research and behavioral analysis
Journey mapping and service blueprints
Usability testing and concept validation
Prototyping (low- to high-fidelity)

Experience working in agile cross-functional teams alongside product owners and delivery teams.

Strong stakeholder engagement and facilitation skills including running workshops and collaborative sessions.

Ability to translate user insights into actionable service improvements and strategic recommendations.

Experience supporting digital transformation program reviews or large-scale organizational change.

Strong analytical documentation and communication skills.

Experience in public-sector large enterprise or regulated environments is an asset.

Ability to manage multiple projects simultaneously and adapt to evolving project needs.

We are seeking a Senior Service Designer to support large-scale service innovation program review and digital transformation initiatives within a public-sectorfocused digital delivery environment. The role involves working closely with cross-functional teams to design and improve end-to-end services...