Service Designer / BA – Senior

Job Description

Service Designer / BA – Senior
Hybrid, Toronto, Ontario, Canada
Contract

Required Qualifications:
Bachelor’s degree in service design, Interaction Design, User Experience, or a related field.
3+ years of experience in service design or a similar role.
Proven experience working as a Service Designer, User Experience Designer, or similar role.
Strong proficiency in service design tools and techniques (e.g., journey mapping, service blueprinting, personas).
Excellent understanding of user research methods and their application in service design.
Experience working in cross-functional teams and leading co-creation workshops.
Strong problem-solving skills and the ability to think creatively and strategically.
Excellent communication and presentation skills, with the ability to articulate design decisions to technical and non-technical stakeholders.
Proficiency with service design tools like Miro, Lucid Chart, or similar platforms.

Qualifications:
Master’s degree in service design, Human-Centered Design, or a related field.
Experience working in sectors like finance, healthcare, or government, where service complexity and regulatory compliance are key.
Knowledge of digital transformation initiatives and service integration with digital platforms.
Experience working in Agile environments, collaborating with product owners and scrum teams.
Certification in Design Thinking, Lean Six Sigma, or similar methodologies.

Technical Skills (Analytical/Problem-Solving Skills):
Expertise in creating and interpreting customer journey maps and service blueprints to visualize service interactions.
Proficiency in user research methods, including interviews, usability testing, and surveys.
Experience with process improvement methodologies (Lean, Six Sigma) and design thinking approaches.
Ability to analyze complex service processes and identify efficiency improvements and innovation areas.
Familiarity with service prototyping tools and digital design platforms like Figma, Sketch, or Adobe XD.
Soft Skills:
Empathy and User-Centered Focus: Ability to empathize with customers and users, ensuring their needs and expectations drive design decisions.
Collaboration: Skilled in working across cross-functional teams, fostering cooperation between departments and stakeholders.
Communication: Excellent verbal and written communication skills to convey ideas, insights, and design concepts to diverse audiences.
Facilitation and Workshop Leadership: Experience facilitating workshops and collaborative sessions, enabling stakeholders to participate in the design process.
Adaptability: Comfortable working in fast-paced, dynamic environments with the ability to quickly adapt to shifting priorities and constraints.