UX Service Designer

OVERVIEW OF THE ROLE: 

We are seeking a highly skilled and experienced Senior Service Designer to join our team.This role requires a deep understanding of service design principles, a strong analytical mindset, and the ability to collaborate effectively with stakeholders at all levels. 

WHAT YOU’LL BE DOING IN THE ROLE:  

• Contribute to and manage service design projects, ensuring that deliverables meet user needs and align with business objectives.
• Conduct user research to gain insights into customer behaviors, needs, and challenges. Use this data to inform design decisions.
• Create customer journey maps and service blueprints to visualize and improve user experiences across various touchpoints.
• Work with product managers, UX designers, developers, and other stakeholders to ensure seamless integration of service design principles into the overall service offering.
• Develop prototypes to test and validate service concepts. Gather feedback and iterate designs to improve service quality.
• Analyze existing service processes and identify areas for improvement, focusing on efficiency and user satisfaction.
• Clearly document design processes, decisions, and outcomes to ensure transparency and facilitate communication across teams

WHAT SKILLS / QUALIFICATIONS YOU’LL NEED TO DO THE JOB:  

Mandatory

• Proven experience as a Senior Service/UX Designer, ideally services with a digital component (ie. onmi-channel)
• Certification/training in Service Design, Human-Computer Interaction, User Experience (UX) Design or related disciplines 
• Experience in journey mapping, service blueprinting, user research, service design or systems thinking.
• Workshop design and facilitation skills.
• Strong analytical and problem-solving skills, with a keen ability to identify and address potential risks.
• Ability to collaborate with technical and non-technical stakeholders, translating requirements into product features.
• Demonstrated ability to understand stakeholder and end-user needs through research activities
• Experience designing and conducting user experience testing and validation sessions.
• Experience working in an Agile environment

 Nice-to-have

• Bachelor’s degree in Business, Computer Science, Information Systems, or a related field.
• Experience with Design Thinking and/or Human-Centered Design methodologies
• Strong understanding of risk assessment and risk management practices.
• Experience in change management and stakeholder management would be considered an asset
• Experience of working in or with a public sector environment would be considered an asset.