About the Role As a Service Designer, you will play a critical role in transforming complex administrative services by applying human-centered design principles. You will work closely with diverse stakeholdersincluding researchers, administrators, IT teams, and leadershipto redesign processes, improve user experiences, and co-create future-state service models. Key Responsibilities User Research & Insight Generation : Conduct interviews, surveys, workshops, and data analysis to uncover user needs, behaviors, and challenges. Service Mapping & Analysis : Create service blueprints, journey maps, and ecosystem diagrams to analyze current services and identify areas for improvement. Co-Design & Ideation : Facilitate collaborative workshops to generate ideas and design innovative service concepts. Prototyping & Testing : Develop low- and high-fidelity prototypes to test and refine solutions with end users. Solution Design & Implementation Support : Translate insights into actionable service specifications and support implementation alongside technical and operational teams. Measurement & Evaluation : Define KPIs to assess the impact of service design interventions; iterate based on user feedback and performance data. Advocacy & Communication : Promote human-centered design practices and effectively present findings and recommendations to stakeholders. Cross-Functional Collaboration : Engage with business analysts, project managers, communications teams, and technical specialists to drive integrated service improvements. Qualifications Required: Bachelors degree in Service Design, UX, HCI, Psychology, Public Administration, or a related fieldor equivalent professional experience. Minimum 3 years of professional experience in service design or UX roles within complex organizational settings. Demonstrated experience with service design tools and methods (e.g., journey mapping, blueprinting, persona development). Experience navigating administrative or research environments, especially in large institutions. Strong communication and facilitation skills with the ability to engage diverse audiences. Preferred: Experience in research administration services (e.g., post-award processes, ethics review, grant management). Familiarity with Canadian research funding organizations and related policies (e.g., CIHR, NSERC, SSHRC). Masters degree in a related field. Experience with change management or digital transformation initiatives. Familiarity with enterprise systems used in research or finance in public institutions. Skills & Competencies Empathy and user-centric mindset Systems thinking Visual communication and storytelling Critical thinking and problem solving Co-creation and workshop facilitation Adaptability and resilience Strong collaboration and teamwork
Job Title
Service Designer (Intermediate)