Service Design Advisor

What to expect in this role

Reporting to the Manager, Process & Service Design, you will:

Service Design & Delivery
• Lead end-to-end service design and process improvement initiatives to address
complex operational challenges.
• Apply human-centered design and improvement methods (e.g., journey
mapping, service blueprints, design thinking, lean).
• Translate user research, operational insights, and legislative requirements into
actionable improvements.

Leadership & Collaboration
• Provide functional leadership to service design staff and project teams, including
work planning, coordination, and quality assurance.
• Facilitate workshops, design sessions, and stakeholder engagements.
• Collaborate across the organization and with external partners to deliver highimpact initiatives.
Advice & Communication
• Provide expert advice on service design approaches, risks, and options to
managers and senior stakeholders.
• Communicate findings through clear reports, presentations, and visual tools.
• Contribute to briefings, business cases, and recommendations.

Leadership & Collaboration
• Provide functional leadership to service design staff and project teams, including
work planning, coordination, and quality assurance.
• Facilitate workshops, design sessions, and stakeholder engagements.
• Collaborate across the organization and with external partners to deliver highimpact initiatives.
Advice & Communication
• Provide expert advice on service design approaches, risks, and options to
managers and senior stakeholders.
• Communicate findings through clear reports, presentations, and visual tools.
• Contribute to briefings, business cases, and recommendations.
What You Need to Qualify
• Minimum 5 years’ experience in service design, process improvement, humancentered design, or a related field, including end-to-end project leadership.
• Experience delivering complex initiatives in project-based or matrix
environments.
• Experience providing functional leadership or coaching.
• Strong analytical and problem-solving skills, with the ability to synthesize
complex information.
• Excellent communication and facilitation skills.
• Ability to align service design work with organizational priorities and legislative
requirements.
• Legally entitled to work in Canada.
Preferred Qualifications
• Post-secondary education in a related field or equivalent experience.
• Experience in the public sector or policy-driven environments.
• Familiarity with electoral administration, democratic institutions, or highly
regulated services.
• Knowledge of service design or continuous improvement frameworks.
• Ability to converse in French (asset).