Service Designer

Infotek Consulting Inc.; Toronto; On-site; CAD 90,000 - 125,000; Full time

Benefits offered by this job

Health insurance

Job summary

Infotek Consulting Inc. is seeking a Senior Service Designer to lead user-centred design initiatives for enterprise platforms and government services in Ontario.

You will guide research, journey mapping, service blueprinting, prototyping, usability testing, and accessibility evaluations to create consistent, inclusive digital experiences that help businesses access and manage services efficiently. You will collaborate with product managers, architects, developers, and accessibility specialists

Qualifications

• Experience leading service design for complex digital services.
• Experience conducting user research and usability testing.
• Ability to develop personas, journeys, service blueprints, and wireframes.
• Experience designing accessible services per WCAG/AODA standards.
• Experience collaborating with cross-functional Agile teams.

Responsibilities

• Lead user research, journey mapping, service blueprinting, prototyping, and usability testing.
• Translate user needs into practical design solutions for enterprise platforms.
• Collaborate with product, business, and technical stakeholders to support implementation.
• Contribute to enterprise design systems and reusable interaction patterns.
• Present research findings and design options to senior stakeholders.
• Facilitate co-design workshops and design reviews.
• Ensure accessibility requirements are integrated across services.
• Support continuous improvement of service experiences.

Job description

We are seeking a Senior Service Designer to lead user-centred design initiatives for enterprise platforms and government services. This role focuses on creating consistent, intuitive, inclusive, and accessible digital experiences that help Ontario businesses access and manage services efficiently.

The successful candidate will lead user research, journey mapping, service blueprinting, prototyping, usability testing, and accessibility evaluations. Working closely with business and technical stakeholders, they will translate user needs and research findings into practical design solutions, support implementation, and contribute to the continuous improvement of enterprise design systems and service experiences.

Key Responsibilities

• Identify user needs, behaviours, pain points, accessibility requirements, and service expectations.
• Develop personas, user journey maps, service blueprints, information architecture, wireframes, prototypes, and detailed design specifications.
• Design consistent, user-friendly experiences across dashboards, forms, workflows, notifications, document interactions, account management, and service discovery.
• Conduct stakeholder interviews, usability testing, and accessibility evaluations to identify opportunities for improvement.
• Facilitate co-design workshops, design reviews, and collaborative working sessions.
• Translate research findings and business requirements into practical, implementable design solutions.
• Collaborate with product managers, business analysts, architects, developers, accessibility specialists, and testers to support successful implementation.
• Present research findings, design options, and recommendations to business and senior stakeholders.
• Contribute reusable components, interaction patterns, and standards to enterprise design systems.

Required Experience and Qualifications

• Experience leading service design and user-centred design for complex transactional digital services.
• Experience conducting user research, stakeholder interviews, contextual inquiry, usability testing, and design validation.
• Strong experience developing user journeys, service blueprints, personas, wireframes, prototypes, and interaction specifications.
• Experience designing account-based services, dashboards, forms, workflows, notifications, and other digital service interactions.
• Knowledge of service design, user-centred design, interaction design, content design, and design-thinking methodologies.
• Experience designing accessible digital services in accordance with AODA and applicable WCAG standards.
• Experience applying enterprise design systems, reusable components, and consistent interaction patterns.
• Experience designing responsive digital experiences for desktop, tablet, and mobile devices.
• Strong communication, facilitation, presentation, and stakeholder engagement skills.
• Experience collaborating with multidisciplinary Agile teams and presenting design recommendations to business and senior stakeholders.

Note: We use AI tools to: obtain basic information, detect plagiarism, false employment history or references, categorize your skills, and do an initial match with job posting.