Service Designer

We are seeking a Senior Service Designer to lead user-centred design initiatives for enterprise platforms and government services. This role focuses on creating consistent, intuitive, inclusive, and accessible digital experiences that help Ontario businesses access and manage services efficiently.

The successful candidate will lead user research, journey mapping, service blueprinting, prototyping, usability testing, and accessibility evaluations. Working closely with business and technical stakeholders, they will translate user needs and research findings into practical design solutions, support implementation, and contribute to the continuous improvement of enterprise design systems and service experiences.

Key Responsibilities

• Lead user research, service design, interaction design, and design validation activities.
• Identify user needs, behaviours, pain points, accessibility requirements, and service expectations.
• Develop personas, user journey maps, service blueprints, information architecture, wireframes, prototypes, and detailed design specifications.
• Design consistent, user-friendly experiences across dashboards, forms, workflows, notifications, document interactions, account management, and service discovery.
• Conduct stakeholder interviews, usability testing, and accessibility evaluations to identify opportunities for improvement.
• Facilitate co-design workshops, design reviews, and collaborative working sessions.
• Translate research findings and business requirements into practical, implementable design solutions.
• Collaborate with product managers, business analysts, architects, developers, accessibility specialists, and testers to support successful implementation.
• Present research findings, design options, and recommendations to business and senior stakeholders.
• Contribute reusable components, interaction patterns, and standards to enterprise design systems.

Required Experience and Qualifications

• Experience leading service design and user-centred design for complex transactional digital services.
• Experience conducting user research, stakeholder interviews, contextual inquiry, usability testing, and design validation.
• Strong experience developing user journeys, service blueprints, personas, wireframes, prototypes, and interaction specifications.
• Experience designing account-based services, dashboards, forms, workflows, notifications, and other digital service interactions.
• Knowledge of service design, user-centred design, interaction design, content design, and design-thinking methodologies.
• Experience designing accessible digital services in accordance with AODA and applicable WCAG standards.
• Experience applying enterprise design systems, reusable components, and consistent interaction patterns.
• Experience designing responsive digital experiences for desktop, tablet, and mobile devices.
• Strong communication, facilitation, presentation, and stakeholder engagement skills.
• Experience collaborating with multidisciplinary Agile teams and presenting design recommendations to business and senior stakeholders.

Note: We use AI tools to: obtain basic information, detect plagiarism, false employment history or references, categorize your skills, and do an initial match with job posting.