Senior Service Designer

About the role

We’re looking for an experienced Service Designer to join our team on a contract basis, providing continuity during a parental leave. This is a hands-on delivery role where you’ll step into active client projects, collaborate closely with a multidisciplinary team, and help move work from insight to action.

This role is focused on collaborative delivery and design craft rather than people management. You’ll work alongside other designers, researchers, and client teams—taking initiative within that environment and contributing directly to project outcomes.

If you enjoy doing the work, collaborating deeply with others, and leading pieces of work through strong facilitation and thoughtful design, this role is for you.

What you’ll do

• Apply the service design toolkit across client engagements, using iterative processes from discovery and qualitative research through to prototyping and testing
• Explore and understand complex problem spaces by supporting or leading qualitative design research with customers, end users, and other stakeholders
• Synthesize research findings into clear, actionable insight; lead sensemaking activities; and communicate outcomes to client stakeholders
• Work closely with designers, researchers, and client teams to define solution spaces—translating insight into practical service concepts
• Design, lead, and co-facilitate workshops and working sessions (in-person and virtual), engaging directly with clients as part of a broader team
• Create clear, practical service design artifacts (e.g. customer journey maps, experience maps, service blueprints, service concepts) that communicate future-state experiences and inform downstream decision-making
• Step into existing projects with minimal ramp-up and contribute confidently and effectively

What you bring

Required of all applicants

• 3+ years of professional experience in a Service Design role, with responsibility for delivering meaningful components of client or organizational work
• Strong design process and facilitation skills, both in-person and virtual
• Demonstrated experience working collaboratively within multidisciplinary teams
• Experience working with diverse clients in consulting or in-house contexts
• Comfort working with a high degree of autonomy: you take initiative, manage your own work, and move things forward with limited oversight
• A foundational understanding of digital experience design, including the ability to empathize with users interacting with digital touchpoints across multi-channel journeys
• Experience collaborating directly with digital product or design partners (though this is not a purely digital role)
• Clear communication skills and a collaborative, adaptable working style

Preferred (but not required)

The following experiences can strengthen an application, but we don’t expect candidates to have all of them. We encourage you to apply if you bring one or more of these capabilities.

• Experience leading the delivery of client engagements, including planning, execution, and collaboration with cross-functional teams
• Demonstrated ability to apply systems thinking and strategic design methods to complex organizational or societal challenges
• Strong participatory design and co-creation skills, including facilitation with diverse stakeholders and communities
• Experience using AI tools in design practice and/or designing for AI-enabled products, services, or workflows
• Depth of experience working in public sector, nonprofit, or other mission-driven contexts, including navigating policy, governance, or institutional constraints
• Proven ability to apply accessible and inclusive design principles across research, service, and digital product work
• Additional skills, perspectives, or lived experience that meaningfully expand our team’s capabilities