Senior Service Designer

Senior Service Designer

Role Overview
We’re looking for a Senior Service Designer to lead end‐to‐end experience design initiatives that improve digital and in‐person public services. This role is ideal for someone who blends user research, UX design, and service design to deliver practical, human‐centred solutions that meet both user and business needs.

Key Responsibilities

• Lead and deliver service design projects from discovery through implementation
• Plan and facilitate user research, stakeholder workshops, and co‐design sessions
• Translate research and insights into journey maps, service blueprints, personas, and prototypes
• Define experience KPIs and success metrics to measure service outcomes
• Provide expert guidance on service re‐engineering across digital, in‐person, phone, and print channels
• Ensure designs align with established strategies, digital standards, and design governance
• Synthesize complex findings into clear recommendations for senior stakeholders

• 6+ years of experience in service design, UX, or experience design
• Strong hands‐on expertise with user research (qualitative & quantitative)
• Proven experience leading multidisciplinary design activities and deliverables
• Ability to analyze complex problems and recommend scalable, reusable solutions
• Excellent communication skills with both technical and non‐technical stakeholders
• Experience working in large, complex, or government environments is an asset