Service Designer - Senior

We are seeking a Senior Service Designer to support large-scale service innovation, program review, and digital transformation initiatives within a public-sector–focused 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.