Position: Senior Service Designer

Role Overview

The Senior Service Designer leads complex, end‑to‑end
service design initiatives that improve how large‑scale digital services are
delivered, adopted, and scaled across multiple programs and jurisdictions. This
role focuses on designing service ecosystems that span policy, process,
technology, and governance, with an emphasis on user‑centred, evidence‑based
decision‑making.

Key Responsibilities

• 
  Lead
  end‑to‑end service design initiatives that improve digital service
  delivery, adoption, and scalability.
• 
  Plan,
  facilitate, and synthesize value stream mapping and service blueprinting
  sessions to identify systemic gaps, risks, and modernization
  opportunities.
• 
  Use
  qualitative and quantitative research to validate service pain points,
  inform prioritization, and shape defensible recommendations.
• 
  Facilitate
  cross‑functional workshops and in‑person engagements with diverse
  stakeholder groups, aligning competing priorities.
• 
  Champion
  user‑centred service design within Agile environments and help teams
  visualize future‑state services.
• 
  Mentor
  and guide teams to strengthen internal service design maturity and support
  broader ecosystem participation.

Skills & Experience

1. Service Delivery & Service Design (30%)

• 
  Advanced
  experience designing service ecosystems spanning multiple organizations
  and jurisdictions.
• 
  Proven
  delivery of omni‑channel service design initiatives using methods such as:
• 
  Value
  stream mapping
• 
  Service
  blueprinting
• 
  Journey
  mapping
• 
  Stakeholder
  mapping
• 
  Prototyping
• 
  Experience
  conducting generative and evaluative research (interviews, surveys,
  usability testing) and translating findings into service improvements.
• 
  Ability
  to define service KPIs and outcome measures to evaluate and improve
  service performance.
• 
  Strong
  facilitation skills for collaborative design workshops and co‑creation
  sessions.
• 
  Application
  of modern service delivery practices and digital service standards across
  digital and in‑person channels.

2. Relationship Building & Communication (30%)

• 
  Demonstrated
  ability to influence, align, and build trust across diverse stakeholder
  groups.
• 
  Clear
  communication of complex service design concepts through written reports,
  visual artifacts, and executive briefings.
• 
  Experience
  building productive cross‑functional relationships and collaborating with
  partners and vendors.
• 
  Ability
  to prioritize and delegate work while maintaining momentum and engagement.

3. Analytical & Problem‑Solving Skills (30%)

• 
  Strong
  ability to synthesize qualitative and quantitative data into actionable
  service insights.
• 
  Experience
  evaluating competing service or UX options and articulating clear
  rationale for decisions.
• 
  Design
  of service models that support phased adoption and ecosystem scaling.
• 
  Alignment
  of service recommendations with governance, privacy, security, compliance,
  and digital standards.
• 
  Development
  of performance measurement frameworks and application of recognized
  heuristics.

4. Project & Change Management (10%)

• 
  Experience
  leading service design work in complex, multi‑stakeholder environments.
• 
  Ability
  to scope, plan, and execute concurrent service design initiatives.
• 
  Application
  of project and change management practices to introduce new or re‑engineered
  services.
• 
  Experience
  coordinating across multiple programs and partners to deliver structured
  outputs on time.

Must‑Have Qualifications

• 
  7+
  years of experience in service design and experience design initiatives,
  including user research, UX, and service design end‑to‑end.
• 
  Proven
  experience leading or supervising service design activities such as
  workshops, research, synthesis, and service blueprints.
• 
  Strong
  enterprise thinking, with the ability to assess how policy, operations,
  governance, technology, data, and funding models interact.
• 
  Demonstrated
  ability to design scalable solutions that extend beyond a single program
  or team.

Nice to Have

• 
  Experience
  within public sector or government environments.

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