Service Design Lead Government Transformation

Lead service design for PLATO’s NIIS replacement, applying journey mapping and human-centered design within a Canada-based technology services company.This Service Design Lead will guide large-scale government transformation across the investigation lifecycle. The work spans future-state operating models, service blueprinting, experience prototyping, and design-ready feature delivery. Collaboration includes ESDC product owners, SMEs, investigators, Agile teams, and solution architects.Key Responsibilities:
Lead end-to-end service design from referral intake through case closureDefine investigator journeys, operating models, and experience principlesTranslate objectives and requirements into design-ready featuresFacilitate reviews and workshops with government stakeholdersSupport UAT, go-live, training, and continuous improvementRequirements:
Experience leading service design on government transformation programsExpertise in journey mapping and service blueprintingExperience facilitating co-design and experience prototypingAbility to work strategically and at detailed feature levelStrong stakeholder management with Agile delivery experienceBring service design leadership, facilitation, and investigator-focused thinking to PLATO’s NIIS replacement program.
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