Donor Experience Service Design Lead

Service Design Magazine; Ottawa; Hybrid; CAD 90,000 - 120,000; Full time

Job summary

Canadian Blood Services is seeking a Temporary Full-time Lead, Service Designer – Donor Experience to join our Insights & Donor Experience team in Toronto or Ottawa. You will shape end-to-end donor experiences by translating strategy into usable designs and coordinating improvement pilots.

Leverage your design thinking, journey mapping, and stakeholder facilitation skills to drive data-informed improvements across operations, technology, and frontline teams in a fast-paced, collaborative

Qualifications

• Experience analyzing qualitative and quantitative data to understand donor experiences.
• Proficiency with digital design and visualization tools.
• Ability to work in a fast-paced, multi-disciplinary team with tight deadlines.
• Experience creating journey maps, service blueprints, concepts, and storyboards.
• Comfort applying systems thinking to complex service ecosystems.

Responsibilities

• Lead workshops, journey mapping sessions, and co-creation activities to build stakeholder alignment.
• Coordinate experience improvement pilots and scale effective solutions.
• Translate donor experience strategy into practical, insight-driven improvements.
• Deliver clear reporting and track progress for continuous improvement.
• Present insights to diverse audiences and influence decisions.
• Apply systems thinking to frontstage and backstage experiences for cross-functional impact.

Skills

Human-centered design

Service design

Design thinking

Workshop facilitation

Journey mapping

Systems thinking

Stakeholder coordination

Education

Post-secondary education in human-centered/service design or related field

Tools

Figma

Miro

Smaply

Qualtrics

Lean

Agile

Six Sigma

Job description

Canadian Blood Services is seeking a Temporary Full-time Lead, Service Designer – Donor Experience to join our Insights & Donor Experience team in Toronto or Ottawa. You will shape end-to-end donor experiences by translating strategy into usable designs and coordinating improvement pilots.

Leverage your design thinking, journey mapping, and stakeholder facilitation skills to drive data-informed improvements across operations, technology, and frontline teams in a fast-paced, collaborative