SENIOR SERVICE DESIGNER

Green Shield Canada; Toronto; Hybrid; CAD 73,000 - 109,000; Full time

Benefits offered by this job

Health and dental coverage

Retirement savings

Paid time off

Well-being support (up to $10,000/year

Discretionary bonus

Hybrid work

Job summary

GreenShield is seeking a Senior Service Designer to shape end-to-end customer, partner, and employee experiences. You will uncover unmet needs, translate insights into actionable journeys, and drive future-state experiences across business, technology, and operations.

You will collaborate across functions to embed journey thinking, build service blueprints, and design scalable, value-driven solutions. A strong background in healthcare or regulated environments is preferred.

Qualifications

• At least five years of experience in service design, customer experience, journey design, design strategy, or a related field.
• Bachelor’s degree in service design, experience design, human-centered design, business, psychology, organizational design, or a related discipline—or equivalent professional experience.
• Demonstrated experience creating current- and future-state journey maps, service blueprints, and experience ecosystem maps.
• Experience facilitating workshops, stakeholder engagements, and cross-functional design activities.

Responsibilities

• Lead end-to-end service journey design, map current and future states, identify pain points, and design improvements.
• Drive enterprise understanding of service journeys with end-to-end maps, blueprints, and interdependencies.
• Support journey management and continuous improvement through artifacts and prioritization.
• Facilitate visioning and innovation through workshops and co-creation sessions.
• Translate research and insights into actionable service improvements aligning customer and business needs.
• Build service design capability by coaching teams in journey mapping, blueprinting, and human-centered design.

Skills

Service design

Customer experience

Journey design

Design strategy

Workshop facilitation

Stakeholder management

Systems thinking

Agile methods

Healthcare domain

Education

Bachelor's degree

Job description

WHO WE ARE

GreenShieldis a proudly Canadian, national non-profit health care and insuranceorganization, driven by our mission of Better Health for All.We believe health care is aright, not a privilege, and we are committed to improving health outcomes,advancing health equity, and building a future where every Canadian can reachtheir full health and well-being potential.

Throughour unique integrated payer-provider (\"payvider\") model, we offerinsurance, administer benefits, and pay claims as a ‘payer’ while offeringhealth care services such as mental health, pharmacy, telemedicine, and chronicdisease management as a ‘provider’. As a non-profit social enterprise without shareholders, we reinvest our excessearnings to directly support underserved communities. Through GreenShieldCares, we positively impacted the health and well-being of over one millionCanadians between 2020 and 2025. What’s driving us now is the commitment to measurably impact an additionalthree million Canadians by 2030 – across mental health, essential medicines,and chronic disease management – through scalable initiatives that delivermeaningful change in pursuit of our mission of Better Health for All.

AtGreenShield, our culture is where purpose meets passion and performance. Our teams work as one to delivermeaningful, measurable impact for the people and communities we serve.

THEROLE IN A NUTSHELL

GreenShield is seeking a Senior Service Designer to shape and improve end-to-end experiences for our customers, partners, and employees. You’ll uncover unmet needs, bring complex journeys to life, and design future-state experiences that create meaningful value for people and the business.
Working across business, technology, operations, and customer-facing teams, you’ll turn insights into action and help embed journey thinking across GreenShield. We’re looking for someone who brings a flexible, practical approach to service design, builds strong partnerships, and knows how to get hard things done together.

Responsibilities

• Lead end-to-end service journey design: Conduct discovery and analysis, develop current- and future-state journey maps, identify pain points, and design service improvements that thoughtfully balance customer needs with business goals and operational realities.
• Drive enterprise understanding of service journeys: Build shared understanding across the organization of current-state and desired future-state experiences, end-to-end journeys, service blueprints, key interdependencies, and opportunities to create value for both customers and the business.
• Support journey management and continuous improvement: Create and maintain journey maps, service blueprints, and related artifacts; help teams prioritize opportunities; and support ongoing experience improvement initiatives that align customer outcomes with organizational priorities.
• Facilitate experience visioning and innovation: Lead workshops and co-creation sessions to define future-state experiences, service concepts, and customer-centered solutions that are desirable for people, feasible to deliver, and viable for the organization.
• Conduct research and synthesize insights: Plan and facilitate interviews, workshops, journey-mapping sessions, and service assessments. Translate qualitative and quantitative findings into actionable strategies that connect customer needs, employee needs, and business outcomes.
• Build service design capability: Champion service design principles, tools, and methods. Coach teams in journey mapping, service blueprinting, systems thinking, and human-centered design while fostering collaboration and decision-making that brings customer and business needs together.

WHO WE'RE LOOKING FOR

• At least five years of experience in service design, customer experience, journey design, design strategy, or a related field
• A bachelor’s degree in service design, experience design, human-centered design, business, psychology, organizational design, or a related discipline—or equivalent professional experience.
• Demonstrated experience creating current- and future-state journey maps, service blueprints, and experience ecosystem maps.
• Experience facilitating workshops, stakeholder engagements, and cross-functional design activities.
• Experience translating customer research and operational insights into actionable service improvements.
• Knowledge of service design methodologies, journey mapping, human-centered design research, service blueprinting, systems thinking, customer experience measurement, organizational change, and agile or product development methods.
• Exceptional collaboration and communication skills, with the ability to convey complex concepts through storytelling and visualization, influence stakeholders, build alignment, and foster partnership across roles and functions without direct authority.
• Experience driving alignment and partnership across business, operational, technology, and customer-facing teams to advance shared outcomes and deliver coordinated service improvements.
• Experience in healthcare, insurance, financial services, or another complex, highly regulated service environment would be an asset
• Service Design Network certification, Certified Customer Experience Professional (CCXP) designation, or a design thinking or human-centered design certification would be an asset

WHAT WE OFFER

Base Salary: CAD $72,521.00 - 109,341.00

Offer positioning: Determined using relevant experience, skills, internal equity and current market data.

Additional compensation: Eligible for a discretionary target bonus.
Total rewards: Health and dental coverage, retirement savings, paid time off and well-being support (up to $10,000 per year for mental health).
Posting disclosures: This is for an existing vacancy.
Work model:Hybrid

THE CULTURE

We believe a career should be meaningful. Not just ameans to earn a living. Our culture is one where everyone's voice is heard andvalued. Because that’s what it takesto create better health for all. We dare to challenge the status quo. And we’redriven by people who have challenged theirs. We believe that yourworkplace should empower you to be the best version of yourself. That’s why we provide aplace where you can be inspired, challenged, and rewarded.
Where your growth means our growth.
Where your voice is heard and valued.
Where your work has purpose. And purpose matters.
We believe our people arecritical to our overall success. Inclusivity makes us a stronger, smarter andmore informed organization. Being intentionally inclusive of diversebackgrounds, perspectives and experiences will enhance our company culture topositively impact how we support our communities. A career at GreenShield isn’t just about personalachievements, it's about making adifference together.
Here’s to Better Health for All!

AFEW MORE DETAILS

Proficiency in English is requiredfor this position. As part of this role, you will be required to communicatewith colleagues or customers who use English as their primary language. By requiring English proficiency for thisposition, we aim to ensure that our employees can excel in their roles,collaborate, and communicate effectively, and contribute to the success of ourorganization.

GS supports diversity, equity andinclusion in our teams and communities, and we value the unique contributionsmade by all. Even if your experience doesn’t align perfectly to everyrequirement, we invite you to apply. We encourage applications fromall candidates and will accommodate needs under human rights legislationthroughout all stages of the recruitment and selection process. Please let usknow of any accommodation through [e-mail]. Information received relating toaccommodation will be addressed confidentially.

Providing this information givesGS consent to use your personal information to assess your suitability forspecific positions, future opportunities or for your personnel file. Yourrésumé will be held in strict confidence and will be viewed only by theOrganization. Information may be stored outside of Canada and could be used foraggregate statistical purposes (which uses no personal identification).

AI Usage - GreenShield leverages AI to help produce Job Descriptions, and ideate on interview questions. We also leverage AI for interview transcription support.