Senior Service Designer

About the job

As a Senior Service Designer, you’ll be deeply involved in the work — leading design projects, facilitating research, prototyping ideas, testing solutions and working directly with users and teams to create better service experiences. You’ll collaborate with partners across the ministry and broader public sector to design services that are intuitive, efficient and easy to use.

In this role, you will:

• Lead hands-on service design projects to map processes, identify pain points and uncover opportunities
• Plan, prototype and test new service solutions — digital, in-person or blended
• Develop clear, user-focused recommendations that help teams deliver more effective services
• Create tools, standards and methods that support consistent, high-quality design practice
• Support teams as new services, tools and processes are introduced
• Present insights, findings and visuals that help leaders understand user needs and design choices
• Work with partners across ministries and sectors on service improvement initiatives
• Lead multi-disciplinary project teams through all stages — discovery, design, testing and implementation

What you bring to the team

Service design and delivery

• Experience designing and launching services that address user or business needs
• Knowledge of modern service delivery approaches, including digital and in-person models
• Ability to define success metrics and evaluate service performance
• Familiarity with user research, journey mapping, prototyping and service blueprinting
• Skill in interviews, usability testing, workshops and co-design activities

Communication and collaboration

• Ability to explain design concepts clearly to audiences with varying levels of technical understanding
• Strong writing and presentation skills for reports, briefings and recommendations
• Ability to build relationships and work effectively with clients, partners and cross-functional teams

Strategic and analytical thinking

• Ability to interpret data and research to support recommendations
• Understanding of government planning and decision-making
• Ability to assess risks, impacts and opportunities within service design work

Project and change leadership

• Experience leading concurrent projects with multiple partners
• Strong planning, coordination and risk-management skills
• Ability to support change management as services and processes evolve