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About the Role
GreenShield is seeking a Senior Service Designer to shape and improve end-to-end experiences for customers, partners, and employees. This role involves uncovering unmet needs, visualizing complex journeys, and designing future-state experiences that create significant value for both people and the business.
Responsibilities
- Lead end-to-end service journey design, including discovery, analysis, current- and future-state journey mapping, pain point identification, and service improvement design.
- Drive enterprise understanding of service journeys by building shared organizational knowledge of current- and future-state experiences, end-to-end journeys, service blueprints, interdependencies, and value creation opportunities.
- Support journey management and continuous improvement by creating and maintaining journey maps and service blueprints, prioritizing opportunities, and supporting ongoing experience improvement initiatives.
- Facilitate experience visioning and innovation through workshops and co-creation sessions to define future-state experiences, service concepts, and customer-centered solutions.
- Conduct research and synthesize insights by planning and facilitating interviews, workshops, journey-mapping sessions, and service assessments, translating findings into actionable strategies.
- Build service design capability by championing principles, tools, and methods, and coaching teams in journey mapping, service blueprinting, systems thinking, and human-centered design.
Requirements
- At least five years of experience in service design, customer experience, journey design, design strategy, or a related field.
- Demonstrated experience creating current- and future-state journey maps, service blueprints, and experience ecosystem maps.
- Experience facilitating workshops, stakeholder engagements, and cross-functional design activities.
- Experience translating customer research and operational insights into actionable service improvements.
- Exceptional collaboration and communication skills, with the ability to convey complex concepts through storytelling and visualization, influence stakeholders, build alignment, and foster partnership across roles and functions without direct authority.
- Experience driving alignment and partnership across business, operational, technology, and customer-facing teams to advance shared outcomes and deliver coordinated service improvements.
- Proficiency in English is required for communication with colleagues or customers who use English as their primary language.
Skills
- Service design methodologies
- Journey mapping
- Human-centered design research
- Service blueprinting
- Systems thinking
- Customer experience measurement
- Organizational change
- Agile or product development methods
- Storytelling
- Visualization
Location
- Hybrid
Work Type
- Hybrid
Experience Level
- Senior
Education Level
- Bachelor’s degree in service design, experience design, human-centered design, business, psychology, organizational design, or a related discipline—or equivalent professional experience.
Salary/Compensations
- CAD $72,521.00 - 109,341.00
Benefits
- Health and dental coverage
- Retirement savings
- Paid time off
- Well-being support (up to $10,000 per year for mental health)
About the Company
- GreenShield is a proudly Canadian, national non-profit health care and insurance organization.
- Mission: Better Health for All.
- Operates a unique integrated payer-provider ('payvider') model, offering insurance, administering benefits, paying claims, and providing health care services like mental health, pharmacy, telemedicine, and chronic disease management.
- As a non-profit social enterprise, reinvests excess earnings to support underserved communities.
- GreenShield Cares has impacted over one million Canadians between 2020 and 2025, with a goal to impact an additional three million by 2030.
- Culture: Purpose meets passion and performance, fostering collaboration to deliver meaningful impact.
- Believes a career should be meaningful, empowering employees to be their best selves, fostering growth, valuing voices, and ensuring work has purpose.
- Values inclusivity, diversity, equity, and inclusion, believing diverse backgrounds and perspectives strengthen the organization.
Equal Opportunity
- GS supports diversity, equity and inclusion in our teams and communities, and we value the unique contributions made by all.
- Even if your experience doesn’t align perfectly to every requirement, we invite you to apply.
- We encourage applications from all candidates and will accommodate needs under human rights legislation throughout all stages of the recruitment and selection process.
- Please let us know of any accommodation through requestforaccommodation@greenshield.ca. Information received relating to accommodation will be addressed confidentially.