UX Designer

Position Overview

We are seeking an experienced UX Designer / Service Designer to lead the design and improvement of user-centered digital services and integrated service delivery solutions. The successful candidate will work closely with business stakeholders, project teams, service owners, and end users to research, design, prototype, and implement innovative services that enhance customer experience and operational effectiveness.

This role requires expertise in service design methodologies, user experience design, stakeholder engagement, user research, journey mapping, service blueprinting, and digital transformation initiatives within complex enterprise or government environments.

• Lead and coordinate multiple concurrent service design projects from discovery through implementation.
• Assess current-state services and identify opportunities for service improvement and transformation.
• Define service design approaches, methodologies, deliverables, and project plans.
• Conduct user needs mapping, stakeholder analysis, and service ecosystem assessments.
• Develop customer personas, journey maps, service blueprints, and future-state service models.
• Design and facilitate collaborative workshops, co-design sessions, and stakeholder engagement activities.
• Create and validate service concepts through prototyping, testing, and iterative refinement.
• Develop service performance measures, KPIs, success metrics, and continuous improvement frameworks.
• Conduct post-implementation reviews to evaluate service effectiveness and identify enhancement opportunities.

• Design intuitive, accessible, and user-friendly digital experiences for web and mobile applications.
• Conduct exploratory and evaluative user research including interviews, surveys, usability testing, and focus groups.
• Translate research findings into actionable design recommendations and service improvements.
• Create wireframes, user flows, information architecture, mockups, and interactive prototypes.
• Validate designs through usability testing and user feedback sessions.
• Ensure solutions align with user needs, accessibility standards, and organizational objectives.

• Build and maintain strong relationships with internal and external stakeholders.
• Facilitate workshops, design thinking sessions, and collaborative planning activities.
• Present service design recommendations, research findings, and strategic proposals to senior leadership.
• Work closely with business teams, technical teams, vendors, and external partners to ensure successful delivery.

• Lead multidisciplinary teams throughout all phases of service design projects.
• Define project scope, objectives, deliverables, schedules, and resource requirements.
• Monitor project progress, manage risks, and provide recommendations to stakeholders.
• Mentor team members and promote service design best practices across the organization.
• Support procurement activities including Statements of Work (SOWs), RFPs, and vendor evaluations.

• Extensive experience in UX Design, Service Design, Human-Centered Design, or Customer Experience Design.
• Proven experience leading service design initiatives in large, complex organizations.
• Strong expertise in:
  • User Needs Mapping
  • User Research (Exploratory and Evaluative)
  • Stakeholder Mapping
  • Persona Development
  • Journey Mapping
  • Collaborative Design
  • Prototyping
  • Service Blueprinting
• Experience designing and improving digital service delivery solutions.
• Demonstrated ability to conduct usability testing and translate findings into design improvements.
• Experience developing wireframes, mockups, prototypes, and user flows.
• Strong facilitation, presentation, communication, and stakeholder management skills.
• Experience leading cross-functional teams and managing multiple priorities.

• Experience working on government or public sector digital transformation projects.
• Experience supporting Digital Dealership Registration (DDR) initiatives.
• Knowledge of change management and business process re-engineering.
• Experience developing business cases, management submissions, and service improvement strategies.
• Familiarity with accessibility standards and digital service best practices.
• Knowledge of network security principles and web technologies.

• Figma
• Adobe XD
• Sketch
• Axure RP
• Miro
• User research and usability testing platforms
• Journey mapping and service blueprinting tools

• User-Centered Design
• Service Design Leadership
• Strategic Thinking
• Customer Experience Optimization
• Stakeholder Engagement
• Facilitation and Workshop Leadership
• Problem Solving
• Collaboration and Team Leadership
• Digital Transformation
• Continuous Improvement

• Hybrid/Onsite role requiring collaboration with business and technical teams.
• Opportunity to contribute to large-scale digital transformation and service modernization initiatives.
• Fast-paced environment requiring management of multiple projects and stakeholder groups.