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About the Role
Canadian Blood Services is seeking a Temporary Full-time Lead, Service Designer - Donor Experience to join the Insights & Donor Experience team in Toronto or Ottawa. This role focuses on transforming data into actionable insights to create exceptional donor experiences and support donor base growth through research, analytics, and experience design.
Responsibilities
- Help shape and improve the end-to-end donor experience by connecting strategy with execution.
- Coordinate experience improvement pilots.
- Gather and analyze donor feedback.
- Apply design thinking and user-centered approaches to identify enhancement opportunities.
- Translate donor experience strategy into practical, insight-driven solutions that support continuous improvement.
- Uncover donor needs, synthesize research insights, and translate them into improvements that enhance end-to-end, integrated donor experiences.
- Lead workshops, journey mapping sessions, and co-creation activities to build stakeholder alignment and advance experience design initiatives.
- Interpret donor, frontline, and operational feedback to identify trends, uncover opportunities, and recommend meaningful service enhancements.
- Support the planning and execution of pilots and improvement initiatives, helping to test, refine, and scale effective solutions.
- Visualize experiences, identify pain points, backstage dependencies, and contribute to practical, donor-focused improvements.
- Maintain accurate records, track progress, and deliver clear reporting that supports continuous improvement.
- Deliver effective and engaging presentations to a variety of audiences, tailoring your approach to share insights, influence decisions, and build stakeholder alignment.
- Consider both frontstage and backstage experiences to identify opportunities that improve experience, operational effectiveness and cross-functional collaboration.
Requirements
- Post-secondary education in a related discipline (e.g., Human-Centered Design, Service Design, Design Thinking, business, psychology, cognitive science, or a related field). An equivalent combination of education, training and experience may be considered.
- Expertise in analyzing and synthesizing qualitative and quantitative data from multiple sources to develop a holistic understanding of donor experiences and inform improvements.
- Proficiency with digital design and visualization tools (e.g., Figma, Miro, Smaply, Qualtrics).
- Familiarity with process improvement frameworks (e.g., Lean, Agile, Six Sigma).
- Ability to work effectively in a fast-paced, multi-disciplinary team environment with tight deadlines.
- Analytical mindset with the ability to critically assess current-state experiences, identify root causes and translate insights into actionable recommendations.
- Experience creating and communicating design artefacts such as journey maps, service blueprints, concepts, and storyboards.
- Comfort working within complex service ecosystems and applying systems thinking to improve donor experience.
- Experience working with cross functional teams including operations, technology, marketing, digital, call centre and business partners to deliver service improvements.
- Strong interpersonal, workshop facilitation skills, with the ability to engage diverse stakeholders and build alignment across multidisciplinary teams.
- Up-to-date resume.
- Job specific cover letter.
Skills
- Human-centred design
- Service design methodologies
- Facilitation
- Collaboration
- Analytical mindset
- Project coordination
- Journey mapping
- Service blueprinting
- Design tools
- Organizational skills
- Attention to detail
- Communication
- Presentation skills
- Systems thinking
- Figma
- Miro
- Smaply
- Qualtrics
- Lean
- Agile
- Six Sigma
Location
- 67 College Street, Toronto, Ontario
- 1800 Alta Vista Drive, Ottawa, Ontario
Work Type
- Temporary full-time
- Hybrid
Education Level
- Post-secondary education related discipline (e.g., Human-Centered Design, Service Design, Design Thinking, business, psychology, cognitive science, or a related field). An equivalent combination of education, training and experience may be considered.
Salary/Compensations
- $86,400 - $101,700
Benefits
- Percentage in lieu of benefits and vacation.
- Annual performance award up to 6%.
- Defined benefit pension plan.
- Employee discounts, wellness program, professional resources.
About the Company
- Together, the work we do connects people and changes lives — including your own.
- Be part of a dynamic, collaborative and caring organization committed to saving and improving lives.
- Thousands of patients depend on us every day for reliable access to safe blood, plasma, stem cells and organs and tissues.
Equal Opportunity
- Diversity and inclusion play a vital role in ensuring health equity for patients across Canada. We are committed to reflecting Canada’s population in our organization and fostering an environment where all employees can be their authentic selves, with equal opportunities to succeed and contribute.