Senior Service Designer

Position: Senior Service Designer

Role Overview

The Senior Service Designer leads complex, end‑to‑end service design initiatives that improve how large‑scale digital services are delivered, adopted, and scaled across multiple programs and jurisdictions. This role focuses on designing service ecosystems that span policy, process, technology, and governance, with an emphasis on user‑centred, evidence‑based decision‑making.

Key Responsibilities

• Lead end‑to‑end service design initiatives that improve digital service delivery, adoption, and scalability.
  


• Plan, facilitate, and synthesize value stream mapping and service blueprinting sessions to identify systemic gaps, risks, and modernization opportunities.
  


• Use qualitative and quantitative research to validate service pain points, inform prioritization, and shape defensible recommendations.
  


• Facilitate cross‑functional workshops and in‑person engagements with diverse stakeholder groups, aligning competing priorities.
  


• Champion user‑centred service design within Agile environments and help teams visualize future‑state services.
  


• Mentor and guide teams to strengthen internal service design maturity and support broader ecosystem participation.
  

Skills & Experience

1. Service Delivery & Service Design (30%)

• Advanced experience designing service ecosystems spanning multiple organizations and jurisdictions.
  


• Proven delivery of omni‑channel service design initiatives using methods such as:
  




• Value stream mapping
  


• Service blueprinting
  


• Journey mapping
  


• Stakeholder mapping
  


• Prototyping
  




• Experience conducting generative and evaluative research (interviews, surveys, usability testing) and translating findings into service improvements.
  


• Ability to define service KPIs and outcome measures to evaluate and improve service performance.
  


• Strong facilitation skills for collaborative design workshops and co‑creation sessions.
  


• Application of modern service delivery practices and digital service standards across digital and in‑person channels.
  

2. Relationship Building & Communication (30%)

• Demonstrated ability to influence, align, and build trust across diverse stakeholder groups.
  


• Clear communication of complex service design concepts through written reports, visual artifacts, and executive briefings.
  


• Experience building productive cross‑functional relationships and collaborating with partners and vendors.
  


• Ability to prioritize and delegate work while maintaining momentum and engagement.
  

3. Analytical & Problem‑Solving Skills (30%)

• Strong ability to synthesize qualitative and quantitative data into actionable service insights.
  


• Experience evaluating competing service or UX options and articulating clear rationale for decisions.
  


• Design of service models that support phased adoption and ecosystem scaling.
  


• Alignment of service recommendations with governance, privacy, security, compliance, and digital standards.
  


• Development of performance measurement frameworks and application of recognized heuristics.
  

4. Project & Change Management (10%)

• Experience leading service design work in complex, multi‑stakeholder environments.
  


• Ability to scope, plan, and execute concurrent service design initiatives.
  


• Application of project and change management practices to introduce new or re‑engineered services.
  


• Experience coordinating across multiple programs and partners to deliver structured outputs on time.
  

Must‑Have Qualifications

• 7+ years of experience in service design and experience design initiatives, including user research, UX, and service design end‑to‑end.
  


• Proven experience leading or supervising service design activities such as workshops, research, synthesis, and service blueprints.
  


• Strong enterprise thinking, with the ability to assess how policy, operations, governance, technology, data, and funding models interact.
  


• Demonstrated ability to design scalable solutions that extend beyond a single program or team.
  

Nice to Have

• Experience within public sector or government environments.
  

About Symbiotic Digital

Symbiotic Digital provides the IT Experts you need that solve problems and get things done. See what the top 2% in their field can do for you. (Symbiotic Digital is a division of Symbiotic Group Inc.)

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