Service Designer

Wirehead; Toronto; On-site; CAD 70,000 - 110,000; Full time

Job summary

An innovative firm is seeking a seasoned Service Design Specialist to lead transformative projects that enhance user experiences. This role involves managing end-to-end service design initiatives, conducting user research, and collaborating with stakeholders to deliver impactful solutions. The ideal candidate will possess extensive experience in service design, a knack for analytical thinking, and exceptional communication skills. Join a forward-thinking organization that values creativity and collaboration, where your contributions will shape the future of service delivery. If you are passionate about user-centered design and eager to drive change, this opportunity is perfect for you.

Qualifications

• 6+ years of experience in service design and UX.
• Experience leading stakeholder workshops and service design activities.
• Ability to synthesize complex research findings into actionable insights.

Responsibilities

• Lead end-to-end service design projects, ensuring alignment with user and business needs.
• Manage multiple projects, coordinating with stakeholders across various jurisdictions.
• Implement performance measures and metrics to enhance service delivery.

Skills

Service Design

User Experience (UX)

Project Management

Analytical Skills

Communication Skills

Problem-Solving

Tools

User Research Methods

Prototyping Tools

Experience Design Tools

Job description

Skills, Knowledge, Experience, and Qualifications :

Experience and Skill Set Requirements

1. Service Delivery & Service Design

• Demonstrated experience in service design and user experience, including user needs mapping, research (exploratory and evaluative), and prototyping.
• Knowledge of service design skills such as research methods (interviews, surveys, focus groups, usability testing) and facilitation (meetings, workshops, co-creation).
• Understanding of emerging trends in service delivery, digital service design, and related technologies.
• Experience defining KPIs and success metrics for service evaluation.
• Ability to lead end-to-end experience design projects, developing innovative solutions that meet user and business needs.
• Supervise service design activities, including stakeholder workshops, research, and development of design blueprints and prototypes.
• Oversee the application of experience design tools, research, and standards.

1. Relationship Building & Communication

• Enthusiasm for co-design and user experience outcomes, with respect for others' opinions.
• Ability to build rapport with clients, stakeholders, vendors, and colleagues.
• Effective communication, including preparing reports and providing recommendations to non-specialists.

1. Analytical & Problem-Solving Skills

• Provide authoritative advice on service delivery challenges across multiple channels.
• Ensure designs leverage reusable patterns, meet standards, and have proper approvals.
• Implement performance metrics using industry heuristics.
• Use data to identify trends, risks, and mitigations.
• Synthesize research findings into actionable solutions.
• Analyze technical and business requests to determine optimal solutions considering impacts and risks.
• Align designs with business strategies and government directives.

1. Project Management & Change Management Knowledge

• Lead user research projects, ensuring adherence to protocols on privacy, consent, and inclusion.
• Manage multiple projects involving various ministries or jurisdictions, coordinating with stakeholders.
• Possess strong change and project management skills, including planning, resource allocation, and risk management.
• Introduce new processes and standards effectively.

Must Haves :

• 6+ years of experience in service design, including end-to-end project development, research, UX, and service initiatives.
• Experience leading or supervising service design activities, including workshops, research, and blueprint development.
• Focus on delivering innovative, high-quality services and products that meet user and business needs.

PREFERRED SKILLS

Service Design, UX Design, Project Management, Lean Certification (Green/Black), Agile methodologies

HOW TO APPLY

Patrick Marsan is hiring for this position.

Interested in future opportunities? Your resume will be kept on file for consideration.

Applicants must be authorized to work in Canada.

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