Service Designer

Akkodis; Halifax; Hybrid; CAD 90,000 - 120,000; Full time

Job summary

Akkodis is seeking an experienced Service Designer to support the transformation and continuous improvement of citizen-facing permit and licensing services through a human-centred design approach.

The successful consultant will lead service design activities that identify user needs, uncover service challenges, and develop innovative, accessible, and inclusive service experiences across digital and non-digital channels.

Qualifications

• This role requires proficiency with modern design tools (Figma, Miro/FigJam) and service design artifacts.
• Experience creating service blueprints, journey maps, ecosystem maps, and process flows.
• Ability to facilitate workshops and stakeholder engagements.
• Strong understanding of service design across digital and non-digital channels.
• Experience with multidisciplinary Agile delivery teams and usability testing.

Responsibilities

• Build journeys, opportunities, pain points, and service ecosystems to inform design.
• Translate research insights into actionable design recommendations.
• Plan and facilitate workshops, co-design sessions, and collaborative activities.
• Create service blueprints, journey maps, wireframes, and process flows.
• Document outcomes and synthesize usability findings into improvements.

Skills

Service design platforms

Workshop facilitation

User research collaboration

Agile delivery teams

Visual storytelling

Policy/regulatory understanding

UX/UI thinking

Journey mapping

Tools

Figma

Miro

FigJam

Adobe Creative Cloud

Job description

Duration: 12 Months assignment (contract)

Client Location: Halifax NS (Hybrid: 7.25 hours/day between 8:00 AM and 5:00 PM, Monday to Friday)

Engagement Model: Professional Services Engagement – B2B (Incorporated Entities Only)

Note on Assignment Type

This position is provisionally Hybrid/Onsite, requiring 7.25 hours per calendar day between 8:00 AM and 5:00 PM, Monday to Friday (excluding breaks). Conditions may change based on organizational requirements and at the discretion of the Hiring Manager.

About the Engagement

Akkodis is seeking an experienced Service Designer to support the transformation and continuous improvement of citizen-facing permit and licensing services through a human-centred design approach.

The successful consultant will lead service design activities that identify user needs, uncover service challenges, and develop innovative, accessible, and inclusive service experiences across digital and non-digital channels. Working closely with user researchers, developers, policy experts, business stakeholders, and delivery teams, the consultant will help shape future-state services that align with user expectations, organizational objectives, legislation, policies, and regulatory requirements.

Scope

• Build shared understanding of current and future service experiences by documenting journeys, opportunities, pain points, and service ecosystems.
• Apply appropriate service design and human-centred design methodologies to translate research insights into actionable design recommendations.
• Plan, coordinate, recruit participants for, and facilitate workshops, co-design sessions, and collaborative design activities.
• Create service blueprints, journey maps, wireframes, process flows, and other visual artifacts that communicate findings and recommendations.
• Service blueprints and service ecosystem maps.
• Current-state and future-state journey maps.
• Workshop plans, facilitation materials, and outcomes documentation.
• Human-centred design research synthesis and insights reports.
• Service design recommendations and opportunity assessments.

Must Have:

• Proficiency with modern design and collaboration tools such as Figma, Miro, FigJam, Adobe Creative Cloud, or equivalent platforms.
• Experience creating service blueprints, customer journey maps, ecosystem maps, process flows, and related service design artifacts.
• Demonstrated experience facilitating workshops, co-design sessions, stakeholder engagements, and collaborative design activities.
• Strong understanding of service design principles across digital and non-digital service channels.
• Experience working with multidisciplinary Agile delivery teams.
• Experience conducting and/or supporting usability testing and translating findings into service improvements.
• Strong visual communication and storytelling skills with the ability to present complex concepts clearly and effectively.
• Experience working with policy, legislation, regulatory requirements, and business constraints within service transformation initiatives.

Nice to Have:

• Experience developing and testing service prototypes.
• Familiarity with Discovery, Alpha, Beta, and Live service delivery methodologies.
• Experience supporting large-scale, multi-year transformation programs.

Security Clearance

Required.

Important

This is a business-to-business engagement. Candidates must represent an incorporated entity, hold a valid business number, maintain appropriate insurance, and invoice for services rendered.

We thank all applicants for their interest in this opportunity. Only candidates meeting the above qualifications will be contacted for further discussions.

Accessibility:

At Akkodis, part of The Adecco Group, our purpose is simple: to make the future work for everyone. We live our values, Passion, Collaboration, Inclusion, Courage, and Customers at Heart, by fostering a workplace where diversity is celebrated and every voice matter. We encourage applications from individuals of all backgrounds and identities. Together, we’re making the future work for everyone.