Senior Service Designer

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.

Position Summary

As a Service Designer, you will be responsible for balancing the intersection of human-centered design, business needs and requirements and the technical solution in the Service Design and Planning phases for the program. You will interpret, synthesized these components to create conceptual design, functional design in collaboration with dedicated research teams, value realization, transformation teams and Product management Planning teams. You will be responsible for shepherding decisions, engage with multiple teams, and contribute to key decisions to drive planning efforts to meet delivery timelines in an agile delivery model.

Responsibilities:

• Facilitate and lead working sessions to gather insights, needs, and requirements, while fostering collaboration and alignment among stakeholders.

• Create and oversee functional flows that visualize the user experience, partnering with Product Managers to refine Features and provide a human-centred lens on proposed solutions and Acceptance Criteria.

• Analyze insights and learnings from Generative Research to inform, evolve, and refine the target platform experience, translating findings into clear design implications and recommendations.

• Stay updated on industry trends, best practices, and emerging service design methods to continuously improve design processes and outputs.

• Working in Agile, experience collaborating with Product Managers and contributing to feature refinement.

• Create and guide conceptual design assets as needed depending on the solution, including user flows, functional flows, journeys, conceptual mockups, service blueprints, and related artifacts.

• Participate in and support feature creation and authoring to increase quality, consistency, and delivery hygiene.

• Frame and tell the story of design solutions, clearly explaining the team’s thinking, rationale, trade-offs, and recommendations in a compelling way.

• Contribute to and, where appropriate, lead the communication of research findings, conceptual ideas, service strategy, service delivery considerations, and implementation guidance.

• Provide design guidance to team members, help maintain quality across design outputs, and support alignment between service design, product, business, and delivery teams.

Qualifications

• Advanced proficiency in User Experience (UX) and Service Design Thinking .

• 5+ years of experience :

  • Facilitating stakeholder workshops to gather insights, requirements, and drive collaboration.

  • Creating user and functional flows to map experiences and identify improvement opportunities.

  • Developing design artifacts, including user journeys, service blueprints, workflows, and conceptual mockups.

  • Contributing to feature definition, documentation, and design quality.

• Strong experience with Figma and workshop planning, facilitation, and asset creation.

• Experience conducting qualitative research and synthesizing complex data into actionable, human-centered insights.

• Demonstrated ability to mentor designers, uphold design quality, and support consistency across service design initiatives.

• Strong storytelling and communication skills, with the ability to present design rationale, research findings, service strategies, and implementation recommendations.

• Experience analyzing usability testing and user feedback to refine digital experiences.

• Knowledge of industry trends and best practices in UX and service design.

• Experience in at least two of the following disciplines, with working knowledge of the third:

  • Design Research

  • Interaction Design

  • Service Design

• Proven ability to lead service design workstreams, navigate ambiguity, and influence cross-functional stakeholders.

• Strong ability to synthesize research, business requirements, and technical constraints into actionable design recommendations.

Work With Us

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.