Service Design Lead

Who We Are

PLATO is Canada’s largest Indigenous-owned software testing and technology services company. For nearly 30 years, our expert teams have helped our clients deliver reliable products that users enjoy interacting with.

Our 100% Canada‑based team brings deep experience in QA, software testing, and IT services, along with a shared commitment to collaboration, mentorship, and continuous improvement. We’re a team that shows up for each other, whether that’s tackling complex client challenges or helping colleagues grow through coaching and knowledge‑sharing.

As Canada’s largest Indigenous‑owned software testing company, we’re proud of our roots and our mission to build a stronger, more inclusive technology workforce. At the same time, we warmly welcome applicants of all backgrounds and experiences who are passionate about quality, teamwork, and making an impact.

We are currently looking for an experienced Service Design Lead for a contract opportunity from June to Dec of 2026, with the possibility of renewal.

** Please note that a current Government of Canada Reliability Clearance, or higher, is required.

This position can be done fully remotely from Canada.

We are seeking a Service Design Lead to drive end-to-end design across a large-scale transformation program, shaping future-state investigator experiences and operating models. This role blends strategic vision with hands-on delivery, translating complex requirements into user-centered, build-ready solutions. You will work closely with Agile teams, product owners, and architects to ensure design excellence at every stage. Strong facilitation and stakeholder engagement skills are essential, with the ability to lead workshops across senior leaders and frontline users. Ideal candidates bring deep expertise in service design methods and a proven track record in complex government or enterprise environments.

• Lead end-to-end service design across the full investigation lifecycle, from referral intake to case closure and outcome recording.

• Define future-state investigator journeys, operating models, and experience principles across all user groups (investigators, supervisors, oversight teams, stakeholders).

• Design interim operating models to support transition from legacy systems to the new platform.

• Translate program objectives and business requirements into design-ready, standards-aligned features.

• Collaborate with Product Planning and Business Analysis to ensure features are user-centered, feasible, and ready for build.

• Facilitate design reviews with product owners and SMEs, ensuring timely endorsement.

• Maintain design consistency across features, channels, and workstreams.

Stakeholder engagement

• Plan and facilitate cross-functional stakeholder workshops.

• Align service processes, digital channels, and technology requirements across teams.

• Coordinate with the Planning Lead to align design delivery with sprint cadence and program timelines.

Human-centered design & continuous improvement

• Embed human-centered design practices throughout delivery, from discovery to UAT and go-live.

• Advocate for investigator needs in all design and delivery decisions.

• Support change management by aligning training and adoption materials with the designed experience.

• Drive post-go-live improvements based on user feedback and operational insight

What you`ll need:

• Demonstrated experience leading service design on large-scale government or enterprise transformation programs.

• Deep expertise in service design methods, journey mapping, service blueprinting, co-design facilitation, and experience prototyping.

• Ability to operate at both strategic and detailed levels, defining future-state operating models and reviewing individual feature designs in the same week.

• Experience collaborating with Agile delivery teams, product owners, and solution architects in a fast-paced program environment.

• Strong facilitation and stakeholder management skills, comfortable leading workshops with senior stakeholders and frontline investigators alike.

Nice to have

• Experience with Curam or similar enterprise case management platforms is advantageous but not required

• Familiarity with case management, investigation, or benefits administration domains is an asset.

At PLATO, we believe that great work happens when people feel supported, connected, and challenged in the right ways. You’ll be part of a collaborative environment where experienced professionals share knowledge, mentor others, and contribute to solving complex, real‑world client projects.

We are committed to inclusive hiring practices and encourage applications from individuals of all backgrounds, including women, persons with disabilities, visible minorities, and Indigenous peoples. If you require accommodation at any stage of the recruitment process, we’re here to support you.

PLATO respectfully acknowledges that we operate on treaty territories, unceded First Nations and Inuit territories, and within Métis homelands. We honour the long history of these lands and actively work toward reconciliation between Indigenous and non‑Indigenous peoples on Turtle Island.