Service Designer

In this role, you will:

Lead end-to-end service design initiatives that improve how digital credential products are delivered, adopted, and scaled across programs, ministries, and jurisdictions in support of modernization and broader economic priorities.

Plan, facilitate, and synthesize value stream mapping and service blueprinting sessions to identify systemic gaps, risks, and modernization opportunities across policy, process, technology, and governance

Use qualitative and quantitative data to validate service pain points, inform prioritization, and shape recommendations that enable secure, trusted, and interoperable digital interactions across jurisdictions.

Facilitate cross-functional workshops and in-person engagements with stakeholders and users, building alignment across groups with competing priorities and varying levels of readiness.

Champion user-centred service design within Agile environments, helping teams visualize future-state services that strengthen trust, interoperability, and adoption across Ontario and Canada.

Mentor and guide teams to strengthen internal service design maturity and enable broader ecosystem participation.

• Design and evaluate service ecosystems that span multiple organizations, roles, and jurisdictions, identifying handoffs, dependencies, governance impacts, and interoperability considerations.
• Lead end-to-end omni-channel service design initiatives using structured methods such as value stream mapping, service blueprinting, stakeholder mapping, journey mapping, and prototyping, and show clear examples of outputs and outcomes.
• Design and execute generative and evaluative research across service channels (e.g., interviews, surveys, focus groups, usability testing) and explain how findings change service direction.
• Define service KPIs and outcome measures and demonstrate how they were used to evaluate and improve service performance.
• Facilitate collaborative design workshops and co-creation sessions that produce documented insights, prioritized actions, and agreed service improvements.
• Apply emerging service delivery practices and digital service standards to improve both digital and in-person service models.
• Facilitate workshops and working sessions with stakeholders who have competing priorities and document how alignment was achieved.
• Communicate complex service design concepts clearly in written reports, visual artifacts, and executive briefings tailored to non-specialist audiences.
• Build and sustain productive relationships with program areas, partners, and vendors, demonstrating examples of cross-functional collaboration.
• Prioritize and delegate work within service design initiatives while maintaining stakeholder engagement and momentum.