Senior Service Designer

Are you looking to thrive in a stimulating work environment? Join the leader in digital transformation and boost your career at Levio. We offer you a unique opportunity to develop your expertise within a high-caliber team. The variety of challenges presented by our clients will give you the opportunity to excel and keep your expertise at its peak. Experience the daily life of our clients and be a significant player in the most ambitious projects in technology and software solutions.

JOB DESCRIPTION :

We are seeking a Senior Service Design consultant for Canadian public sector projects.

RESPONSIBILITIES :

• Conduct user and stakeholder interviews to design and map end-to-end services, ensuring they are user-centered and evidence-based
• Develop service blueprints, workflows, and interaction models that reflect user needs and operational realities.
• Identify pain points and opportunities across touchpoints to improve service delivery.
• Collaborate and coordinate with Business Analysts, UX Researchers, UX Designers, Content Designers and technical teams to validate service design decisions.
• Ensure alignment with Government of Canada digital standards, including design.canada.ca, inclusion and accessibility requirements.
• Support modernization by creating services that are efficient, intuitive, and aligned with client digital transformation goals.
• Ensure research practices are ethical throughout its lifecycle, from participant recruitment to research scripts, to decisions to use GenAI for any research activities, and to sharing research insights.
• Ensure participant data is handled with care, saved and shared in a way that protects participant privacy
• Identify and capture global insights that might be valuable broadly across the client department.
• Contribute to the service design template library, by creating reusable artifacts.

QUALIFICATIONS AND EXPERIENCE :

• Post-secondary education mandatory.
• More than ten (10) years' experience as a Service Designer.
• Experience in conducting all the following activities:
  • Conducting primary research and reviewing user touchpoints;
  • Developing service design standards and/or best practices within a team environment and;
  • Designing service experiences for users.
• Experience adhering to accessibility standards (WCAG 2.1 AA) and Canada.ca guidelines.
• Experience in delivering:
  • System Maps;
  • Service Design Strategies;
  • Current-State and Future-State Service Maps;
  • Service Blueprints;
  • Journey Maps and Personas;
  • Governance Frameworks;
  • Continuous Improvement Recommendations.
• Applying research ethics, data privacy, accessibility, and inclusive lenses to all stages of research activities.
• Experience working in Agile product team environments.
• Spoken and written English required.
• Government of Canada security clearance (Reliability) and former public sector work experience an asset.

Levio subscribes to the principle of employment equity and applies an equal access employment program for women, Indigenous peoples, visible minorities, ethnic minorities, and persons with disabilities.

Levio values diversity and inclusion and aims to create a healthy, accessible, and rewarding work environment that highlights the unique contribution of our employees to the success of our company. As an employer committed to respecting employment equity, we encourage applications from diverse candidates. Accommodations are available upon request for candidates participating in all aspects of the selection process.

Position status: Permanent full-time preferred, open for position to be contracted. The first part of the project would go until March 31^st, 2027 and highly possible to be extended for another year.