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About the Role

We are seeking an experienced User Experience (UX) Designer to lead end-to-end service design initiatives that improve how digital services and products are delivered, adopted, and scaled across large, complex environments. This role focuses on modernizing service delivery through research, service design methodologies, stakeholder collaboration, and strategic planning.

Responsibilities

• Lead end-to-end service design initiatives that improve how digital products and services are delivered, adopted, and scaled across multiple programs and organizations.
• Plan, facilitate, and synthesize value stream mapping and service blueprinting sessions to identify systemic gaps, risks, and modernization opportunities.
• Use qualitative and quantitative data to validate service pain points, inform prioritization, and shape recommendations.
• Facilitate cross-functional workshops and stakeholder engagements, building alignment across groups with competing priorities.
• Champion user-centered service design within Agile environments.
• Mentor and guide teams to strengthen service design practices and organizational maturity.

Requirements

• Advanced service design experience across complex environments.
• Experience designing and evaluating service ecosystems that span multiple organizations and stakeholder groups.
• Experience conducting generative and evaluative research, including interviews, surveys, focus groups, and usability testing.
• Ability to define and measure service KPIs and outcomes.
• Experience facilitating collaborative workshops and co-creation sessions.
• Knowledge of modern service delivery practices and digital service standards.
• Strong ability to influence, align, and build trust across diverse stakeholder groups.
• Experience facilitating workshops with stakeholders who have competing priorities.
• Excellent written, verbal, visual, and presentation communication skills.
• Ability to build and maintain productive working relationships across teams and external partners.
• Experience prioritizing and delegating work while maintaining stakeholder engagement.
• Ability to synthesize qualitative and quantitative data into actionable insights and recommendations.
• Experience evaluating competing service or UX design options and presenting evidence-based recommendations.
• Knowledge of designing service models that support phased adoption and scalable implementation.
• Familiarity with governance, privacy, security, compliance, and digital standards considerations.
• Experience developing performance measurement frameworks.
• Ability to provide strategic advice related to multi-channel service delivery environments.
• Experience managing multiple concurrent service design initiatives.
• Ability to coordinate activities across diverse stakeholder groups and partner organizations.
• Experience applying project management and change management practices to service transformation initiatives.
• Strong risk identification, planning, and mitigation capabilities.
• Experience working across omnichannel environments.
• Experience collaborating with both internal and external stakeholders.
• Experience leading or supervising stakeholder workshops, research sessions, insight synthesis, experience design direction, service blueprints, service design and UX prototypes.
• Proven ability to assess how policy, operations, governance, technology, data, and funding models interact across organizations and design scalable solutions.

Skills

• Value Stream Mapping
• Service Blueprinting
• Stakeholder Mapping
• Journey Mapping
• Prototyping
• Interviews
• Surveys
• Focus Groups
• Usability Testing
• Project Management
• Change Management

Location

• Toronto, ON

Work Type

• 12 Months

Experience Level

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

About the Company

• 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.)
• We serve customers in two ways, we provide: Digital Experts: IT Consulting expertise. Bright Minds That Produce Proven Results, Recruitment: Find The Right People You Need
• Serving IT & Business leaders, Symbiotic Digital provides a business system that enable us to provide the Expert Technical staff needed to solve challenging business and IT problems.
• IT leaders in the most reputable organizations in Canada have relied on Symbiotic Digital to help them staff difficult assignments with proven Experts uniquely evaluated by our proven QMS- Quality Management System Staff Development Model.
• We are a 100% Indigenous owned company.
• Learn more online at https://www.symbioticgroup.com/home-sd/.