RQ09305 - UX Designer - Senior

S M Software Solutions Inc; Toronto; Hybrid; CAD 60,000 - 68,000; Part time

Job summary

A leading company is seeking a Senior User Experience Designer to lead service design initiatives focused on user research and innovative solutions that meet user needs. The role requires 6+ years of expertise in UX design and service delivery, emphasizing communication and user-centered design practices. The position offers a hybrid work opportunity in Toronto, along with potential for further engagement post-contract.

Qualifications

• 6+ years of experience in service design focused on user research and UX design.
• Lead or supervise service design activities and deliverables.
• Ability to facilitate workshops and liaise with stakeholders.

Responsibilities

• Conduct outreach to establish stakeholder relations.
• Lead user research plans during Discovery Phase.
• Develop recommendations for pilot projects.

Skills

Service Design

User Research

UX Design

Prototyping

Data Analysis

Communication

Job description

1 day ago Be among the first 25 applicants

Client : Ministry of Public and Business Service Delivery and Procurement

Work Location : 222 Jarvis Street, Toronto, Ontario, Hybrid

Estimated End Date : 2026-03-31

Business Days : 220.00

Extension : Probable after the initial mandate

Security Level : No Clearance Required

Must Haves

• 6+ years of experience in service design focusing on development and review of experience design projects (including user research, UX design and service design initiatives) end-to-end and develop innovative approaches and alternative solutions to deliver high quality, efficient services and products that meet end user and business expectations and needs.
• Lead or supervise service design activities and deliverables, including stakeholder workshops, research sessions, analysis and synthesis of insights, experience design direction, service design blueprints and service design or UX prototypes which address end user and business needs and are in accordance with established strategy, standards and protocols.
• Focus on experience design projects (including user research, UX design and service design initiatives) end-to-end and develop innovative approaches and alternative solutions to deliver high quality, efficient services and products that meet end user and business expectations and needs.

Nice To Have

• Lean certification (green / black) would be beneficial
• Experience working with design systems and standards
• Ability to coach other team members

Description

The ideal candidate will bring to the team the following :

• Service Design tools and tactics (critical), specifically have the 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 – should be able to get into the office / meet stakeholders for in-person workshops, research and interviews where necessary.
• Data-driven – ability to get and use data to justify design decisions
• User-centrered design champion, agile mindset, aims for strategic alignment with program / program area / ministry, good oral and written communication, leadership / mentoring capabilities to help other teams buy-into / participate in service design

The FFS Resource Will Be Responsible For

• Conducting a preliminary assessment and research to establish a stakeholder map.
• Conducting outreach to establish stakeholder relations and develop an engagement plan.
• Defining the problem and establishing goals for the strategy’s Discovery Phase.
• Developing and executing user research plans and workshops during the Discovery Phase.
• Understanding and documenting the user journeys, data and pain points in a service blueprint and propose future state options.
• Collecting and mapping user stories to support a future state solution.
• 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%

• You have demonstrated experience in a range of the following service design and user experience
• User needs mapping
• User research (exploratory and evaluative)
• Prototyping
• You have knowledge of recognized service design skills in the following areas : research - interviewing, surveys, focus groups, usability testing, etc. and facilitation - meetings, workshops and co-creation
• You have demonstrated knowledge of the emerging trends and developments in service delivery,
• digital service design and leading-edge technology related to digital service design and in-person service delivery models
• You have experience defining KPIs and success metrics to evaluate service journey and outcomes
• You can lead the development and review of experience design projects (including user research, UX design and service design initiatives) end-to-end and develop innovative approaches and alternative solutions to deliver high quality, efficient services and products that meet end user and business expectations and needs.
• Lead or supervise service design activities and deliverables, including stakeholder workshops, research sessions, analysis and synthesis of insights, experience design direction, service design blueprints and service design or UX prototypes which address end user and business needs and are in accordance with established strategy, standards and protocols.
• Oversee the adoption and application of experience design tools and methodologies, research and design techniques, heuristic and design standards

Relationship Building & Communication - 30%

• You have an enthusiasm for cooperativeness, co-design and user experience outcomes.
• You have respect for the opinions of others, a willingness to share information and the ability to
• Build rapport with clients, stakeholders, vendors and colleagues.
• You can delegate and prioritize while motivating others.
• You can communicate effectively with clients and stakeholders not familiar with service design
• And user experience aspects of digital service delivery to provide written and verbal instruction or advice on re-engineering solutions.
• You can prepare reports, and provide recommendations to senior management and clients, and ensure documentation is clear for users who are not specialists in service design

Analytical & Problem-Solving Skills - 30%

• You can provide authoritative experience design advice to solve service delivery challenges across platforms, including digital, telephone, service desk and print channels.
• Ensure that proposed service or UX designs leverage common and reusable patterns and components, meet digital service standards and have proper approvals
• Lead the adoption and implementation of performance measures and metrics, using current industry standard heuristics and protocols.
• You can use qualitative and quantitative data to identify trends and potential risks and mitigations (e.g. financial, political, operational, legal) for new projects / programs and services / operations
• You can synthesize complex service design processes, measurement models and user research findings into summaries for solution definition and prototyping
• You can analyze and interpret business and technical requests, user research options and identify a best course of action from conflicting alternatives that would account for short and long-term impacts of the proposed solution as well as accounting for other stakeholder risks
• You can align with business plan submissions and other initiatives to ensure they reflect ministry and government key business directions

Project Management & Change Management Knowledge - 10%

• You can lead the scoping, planning and execution of primary and secondary user
• Research, encompassing generative and evaluative research. Ensure research protocols for documentation, attribution, privacy and consent, equity / diversity / inclusion, etc. are Established and adhered to.
• You can lead and plan concurrent service design projects often involving multiple ministries and / or jurisdictions by coordinating with clients, stakeholders and partners
• You have excellent change management and project management knowledge, including planning, resource and budget scheduling, and risk management
• You are able to introduce new / re-engineered processes and related standards and practices

Note

• Hybrid : 3 Days onsite / 2 days remote

Eligibility and Application Steps

If you are enthusiastic about this exciting opportunity, we kindly request you to provide the following documents : [e-mail]

Without mandatory documents, we cannot submit a candidate.

• Updated Resume in word format (Mandatory)
• Skills Matrix and References (Mandatory)
• Expected hourly rate (Mandatory)
• LinkedIn ID (Mandatory)

Please only apply if you meet the qualifications mentioned above. Feel free to share with your network or tag someone who fits for this role!

If you have any questions or need further clarification, feel free to call or text at [phone].

Seniority level

Seniority level

Mid-Senior level

Employment type

Employment type

Part-time

Job function

Job function

Design, Art / Creative, and Information Technology

IT Services and IT Consulting

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