UX Designer - Senior

Overview

The Government Services Integration Cluster, part of the Ministry of Public and Business Service Delivery and Procurement, is seeking a Senior Service Designer to lead end-to-end service design initiatives supporting the delivery and scaling of digital credential products across programs, ministries, and jurisdictions. In this role, the successful consultant will drive modernization efforts by applying structured service design methods, facilitating cross-functional engagement, and shaping recommendations that enable secure, trusted, and interoperable digital interactions across Ontario and Canada.

Key Responsibilities

• Lead end-to-end omni-channel service design initiatives to improve how digital credential products are delivered, adopted, and scaled across programs, ministries, and jurisdictions
• Plan, facilitate, and synthesize value stream mapping and service blueprinting sessions to identify systemic gaps, risks, and modernization opportunities across policy, process, technology, and governance
• Design and evaluate service ecosystems spanning multiple organizations, roles, and jurisdictions, identifying handoffs, dependencies, governance impacts, and interoperability considerations
• Design and execute generative and evaluative research across service channels including interviews, surveys, focus groups, and usability testing, and apply findings to inform service direction
• Use qualitative and quantitative data to validate service pain points, inform prioritization, and shape actionable recommendations including risk identification and mitigation strategies
• Facilitate cross-functional workshops, co-creation sessions, and in-person stakeholder engagements, building alignment across groups with competing priorities and varying levels of readiness
• Define service KPIs and outcome measures and demonstrate how they are used to evaluate and improve service performance
• Develop performance measurement frameworks and apply industry-recognized heuristics to assess service effectiveness
• Apply enterprise thinking by assessing how policy, operations, governance, technology, data, and funding models interact across organizations, designing solutions that scale beyond a single program
• Ensure service design recommendations align with digital standards, reusable patterns, governance, privacy, security, and compliance requirements
• Champion user-centred service design within Agile environments, helping teams visualize future-state services that strengthen trust and interoperability
• Mentor and guide teams to strengthen internal service design maturity and enable broader ecosystem participation

Must-Have Requirements

• 7+ years of experience in service design with a focus on end-to-end experience design projects including user research, UX design, and service design initiatives
• Demonstrated experience with omni-channel service design, working across multiple service channels (digital, telephone, service desk, print) with both internal and external stakeholders
• Proven ability to lead or supervise service design activities and deliverables including stakeholder workshops, research sessions, analysis and synthesis of insights, service design blueprints, and UX prototypes
• Experience applying structured service design methods such as value stream mapping, service blueprinting, stakeholder mapping, journey mapping, and prototyping with clear examples of outputs and outcomes
• Ability to synthesize qualitative and quantitative data into clear service insights and actionable recommendations
• Proven ability to apply enterprise thinking, assessing how policy, operations, governance, technology, data, and funding models interact across organizations to design scalable solutions
• Experience facilitating workshops and working sessions with stakeholders who have competing priorities, with documented evidence of achieving alignment
• Ability to communicate complex service design concepts clearly in written reports, visual artifacts, and executive briefings tailored to non-specialist audiences

Nice-to-Have Skills

• Prior experience working within the Ontario Public Service (OPS) or broader public sector

Work Environment

This is a fully onsite role based at 222 Jarvis Street, Toronto, with 5 days per week in the office. The role operates within an Agile environment and requires a Criminal Record and Judicial Matters Check (CRJMC) security clearance. The consultant will collaborate across ministries, jurisdictions, and partner organizations as part of a complex, multi-stakeholder environment.