Senior Service Designer
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Job Description
Senior Service Designer supporting large-scale service innovation and digital transformation in public-sector delivery environments. Collaborating with cross-functional teams using human-centered design and agile methodologies.
Responsibilities:
- 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.
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