Senior Service Designer

Senior Service Designer

Role Overview
We’re looking for a Senior Service Designer to lead end‐to‐end experience design initiatives that improve digital and in‐person public services. This role is ideal for someone who blends user research, UX design, and service design to deliver practical, human‐centred solutions that meet both user and business needs.

Key Responsibilities

Lead and deliver service design projects from discovery through implementation

Plan and facilitate user research, stakeholder workshops, and co‐design sessions

Translate research and insights into journey maps, service blueprints, personas, and prototypes

Define experience KPIs and success metrics to measure service outcomes

Provide expert guidance on service re‐engineering across digital, in‐person, phone, and print channels

Ensure designs align with established strategies, digital standards, and design governance

Synthesize complex findings into clear recommendations for senior stakeholders

Required Experience

+ years of experience in service design, UX, or experience design

Strong hands‐on expertise with user research (qualitative & quantitative)

Proven experience leading multidisciplinary design activities and deliverables

Ability to analyze complex problems and recommend scalable, reusable solutions

Excellent communication skills with both technical and non‐technical stakeholders

Experience working in large, complex, or government environments is an asset

Mindlance is an equal opportunity employer. We are committed to inclusive, equitable, barrier-free recruitment and selection processes, and work environment in accordance with the Accessibility for Ontarians with Disabilities Act (AODA). We will be happy to work with applicants requesting accommodation at any stage of the hiring process. “We use AI in our Hiring processes”