Senior Service Designer 

Responsibilities

This position requires the ability to communicate design rationale and decisions to internal and external stakeholders, as well as clearly articulate data informed recommendations and measure service outcomes. Exceptional communication skills, empathy, and high EQ is a must. You will be responsible for collaborating with stakeholders in all phases of the design process from discovery to production. Responsibilities include gathering user requirements, designing graphic elements, and building components in alignment with the product vision.

• Ability to juggle multiple deliverables with strict deadlines. Collaborating with product and technology teams to translate service design insights into actionable solutions.
• Mapping end-to-end service ecosystems, user journeys, and organizational touchpoints. Designing new processes and workflows to enhance service delivery and efficiency.
• Identifying pain points and improvement opportunities at a systems level.
• Rapidly create sketches, diagrams and lo-fi prototypes to share and test ideas. Creating clear and compelling design artifacts such as service blueprints and journey maps.
• Developing the user experience flow (UI mockups) around the use of the product experience
• Plan and conduct user research and user tests in an accessible and equitable way.
• Facilitate workshops, design sprints, and ideation sessions with partners and users to make sure their voices are truly represented.
• Creating UX assets, mockups and style guides making sure the final design assets are accessible, impactful, and equitable.

REQUIREMENTS

• At least 7 years of service design experience or related design experience in product, user experience, or human-centered design;
• 3 years of web accessibility analysis, design, and development experience;
• A portfolio of design work that outlines your design process, deliverables, and impact;
• Experience facilitating and running workshops and alignment sessions. Preference for diary study researchers;
• Demonstrated ability to design, test, implement, and measure multi-channel experiences that include a digital product delivery.

Nice-to-Haves

• Experience working with Indigenous communities, healthcare service models in rural settings, serving veterans is considered an asset.
• Degree in Design, Anthropology, Human-Computer Interaction (HCI), Human Factors, Psychology, Sociology, or a related field or equivalent practical experience
• Modular design experience, systems thinking and user centricity (demonstable portfolio)
• Familiarity working within or alongside iterative software development practices. Experience with web technologies (HTML/CSS, JavaScript, Xml, and Web content management systems).