UX Designer 9146-1011

Dheya; Toronto; Hybrid; CAD 80,000 - 100,000; Full time

Job summary

A leading company in Toronto is seeking a skilled Service Designer for a hybrid role requiring collaboration and strong UX expertise. The ideal candidate will lead service design projects, engage stakeholders, and utilize data to inform design decisions. This role emphasizes user-centered design and effective communication across teams, making it essential for driving successful digital service delivery.

Qualifications

• 6+ years of experience in end-to-end service design projects.
• Experience leading service design activities and workshops.

Responsibilities

• Conducting assessments and developing stakeholder maps.
• Engaging stakeholders and defining goals for Discovery Phase.
• Documenting user journeys and proposing future states.

Skills

Service Design

Facilitation

User-centered design

Communication

Leadership

Mentoring

Job description

HM Note : This hybrid contract role requires three (3) days in the office. Candidates' resumes must include their first and last names.

Description :

The ideal candidate will bring the following to the team :

• Service Design tools and tactics (critical), specifically proven ability to plan, lead, and facilitate Value Stream Mapping (VSM) and service blueprinting activities.
• Facilitation and influence – capable of liaising effectively across different groups with competing priorities.
• In-person collaborator – able to attend the office and meet stakeholders for workshops, research, and interviews as needed.
• Data-driven – able to gather and utilize data to justify design decisions.
• User-centered design champion, agile mindset, strategic alignment with program/ministry, strong communication, leadership, and mentoring skills.
• Nice to have :
• Lean certification (green/black).
• Experience with design systems and standards.
• Ability to coach team members.

The resource will be responsible for :

• Conducting preliminary assessments and research to establish stakeholder maps.
• Engaging stakeholders and developing engagement plans.
• Defining problems and establishing goals for the Discovery Phase.
• Developing and executing user research plans and workshops during Discovery.
• Documenting user journeys, data, and pain points in service blueprints and proposing future states.
• Mapping user stories to support future solutions.
• Developing recommendations for pilot projects.
• Contributing to the After-Discovery Digital First Assessment (DFA) submission.

Experience and Skill Set Requirements :

Service Delivery & Service Design - 30% :

Demonstrated experience in service design and UX techniques such as user needs mapping, research, prototyping, and facilitation (meetings, workshops, co-creation). Knowledge of emerging trends in digital service design and delivery, defining KPIs, leading end-to-end projects, and overseeing design tools and methodologies.

Relationship Building & Communication - 30% :

Ability to build rapport, communicate effectively with non-specialists, prepare reports, and provide recommendations to senior management.

Analytical & Problem-Solving Skills - 30% :

Provide authoritative advice, leverage data for trend analysis, synthesize research findings, analyze technical requests, and align with business directions.

Project Management & Change Management - 10% :

Lead research projects, coordinate across multiple ministries, and manage resources and risks effectively.

Must Haves :

• 6+ years of experience in end-to-end service design projects, including user research, UX, and service design initiatives.
• Experience leading or supervising service design activities, including workshops, research, and development of blueprints and prototypes.