Senior Service Designer (UX)

Summary

Our client is seeking a Senior Service Designer, (UX) Experience Operations for an 18-month full-time contract based in Toronto (hybrid). Reporting to the UX Director, this role will help modernize how design teams work by translating established process vision into practical workflows, governance, standards, and tools. The successful candidate will bring strong service design and product design expertise, systems thinking, AI fluency, and experience working within large, complex enterprise environments. This position will play a key role in integrating journey management and AI into day-to-day design delivery. This position will be an 18 month contract, and will primarily function as remote, but should have the ability to attend meetings in either Toronto or Ottawa.

Qualifications

• 8+ years of experience in Service Design, UX Design, or Product Design
• Experience leading complex, cross-functional initiatives in large organizations
• Strong understanding of design, research, content, and product delivery practices
• Demonstrated expertise in service blueprinting, journey mapping, process modeling, and future-state design
• Strong systems thinking and ability to design end-to-end workflows and operating models
• Excellent visual communication, documentation, and information design skills
• Advanced hands-on experience using AI tools within design and research workflows
• Ability to independently drive initiatives with minimal supervision
• Strong facilitation, stakeholder management, presentation, and communication skills
• Experience working with product, technology, accessibility, and business partners
• Proficiency with Figma, Miro (or similar tools), and Microsoft 365 applications
• Experience with enterprise-approved AI tools
• Post-secondary education in Design, Human-Computer Interaction, UX, Service Design, or a related field is preferred
  
  

Responsibilities

• Operationalize established design process direction and transform strategic models into practical playbooks, standards, templates, and governance frameworks
• Define and implement journey management practices, ownership structures, and decision-making processes
• Modernize design workflows across strategy, discovery, design, and delivery functions
• Design and improve role handoffs, workflows, decision points, and supporting tools
• Develop clear, engaging, and easy-to-adopt documentation and process artifacts
• Collaborate with UX leadership to establish AI use cases, workflows, standards, and governance across the design lifecycle
• Identify opportunities to leverage AI to improve efficiency, consistency, and design quality
• Facilitate workshops, working sessions, training programs, and stakeholder engagement activities
• Drive adoption of new processes through communication, enablement, and change management activities
• Manage project backlogs, track progress, report risks and dependencies, and support successful execution
• Partner with Design Operations and leadership teams to align initiatives with organizational goals and performance measures
  
  

APPLICATION

Qualified candidates should possess a combination of service design expertise, operational thinking, systems design capability, and practical experience applying AI to modern design practices. Candidates with experience in journey management, digital product design, enterprise transformation, agile environments, accessibility, and design systems are encouraged to apply. This is an excellent opportunity for a senior design professional who enjoys shaping how teams work, influencing organizational practices, and driving meaningful improvements across the design lifecycle within a large and complex environment. Only qualified candidates will be contacted. Thank you.

Vacancy Status: This posting is for an existing vacancy.

At Adecco our purpose is simple: to make the future work for everyone. We live our values, Passion, Collaboration, Inclusion, Courage, and Customers at Heart, by fostering a workplace where diversity is celebrated and every voice matters. We encourage applications from individuals of all backgrounds and identities. Together, we're making the future work for everyone.