Senior Service Designer (Ux)

Summary
Our client is seeking a Senior Service Designer, (UX) Experience Operations for an 18-month full-time contract based in Toronto (hybrid). Reporting to the UX Director, this role will help modernize how design teams work by translating established process vision into practical workflows, governance, standards, and tools. The successful candidate will bring strong service design and product design expertise, systems thinking, AI fluency, and experience working within large, complex enterprise environments. This position will play a key role in integrating journey management and AI into day-to-day design delivery. This position will be an 18 month contract, and will primarily function as remote, but should have the ability to attend meetings in either Toronto or Ottawa.Qualifications
8+ years of experience in Service Design, UX Design, or Product DesignExperience leading complex, cross-functional initiatives in large organizationsStrong understanding of design, research, content, and product delivery practicesDemonstrated expertise in service blueprinting, journey mapping, process modeling, and future-state designStrong systems thinking and ability to design end-to-end workflows and operating modelsExcellent visual communication, documentation, and information design skillsAdvanced hands-on experience using AI tools within design and research workflowsAbility to independently drive initiatives with minimal supervisionStrong facilitation, stakeholder management, presentation, and communication skillsExperience working with product, technology, accessibility, and business partnersProficiency with Figma, Miro (or similar tools), and Microsoft 365 applicationsExperience with enterprise-approved AI toolsPost-secondary education in Design, Human-Computer Interaction, UX, Service Design, or a related field is preferredResponsibilities
Operationalize established design process direction and transform strategic models into practical playbooks, standards, templates, and governance frameworksDefine and implement journey management practices, ownership structures, and decision-making processesModernize design workflows across strategy, discovery, design, and delivery functionsDesign and improve role handoffs, workflows, decision points, and supporting toolsDevelop clear, engaging, and easy-to-adopt documentation and process artifactsCollaborate with UX leadership to establish AI use cases, workflows, standards, and governance across the design lifecycleIdentify opportunities to leverage AI to improve efficiency, consistency, and design qualityFacilitate workshops, working sessions, training programs, and stakeholder engagement activitiesDrive adoption of new processes through communication, enablement, and change management activitiesManage project backlogs, track progress, report risks and dependencies, and support successful executionPartner with Design Operations and leadership teams to align initiatives with organizational goals and performance measuresVacancy Status
This posting is for an existing vacancy.Equal Opportunity Statement
We encourage applications from individuals of all backgrounds and identities.
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