Senior Service Designer

About The Role

We are looking for an experience Senior Service Designer to join our Digital Trust and Credentials (DT&C) team within the Digital Platform Services division.  This team is focused on delivering, supporting, and continuously improving Digital Trust & Credentials platforms across various government program areas.

Reporting to the Senior Product Manager, DT&C, the Senior Service Designer a crucial role in the team, working alongside an empowered multi-disciplinary team to deliver maximum value for our digital solutions, and to continually evolve and improve our products to ensure they align with user and business needs.  You will work closely with product managers, delivery leads, service operations, developers, business partners, and other stakeholders.  The Senior Service designers is responsible for designing end-to-end services that are based on user input, meet business needs and are measurable, accessible, and secure.

Primary Accountabilities

• Planning and executing human-centred design activities to understand user needs.
• Facilitating collaborative sessions to visually represent the current state and future states of the service.
• Working with policy, process, legislation, and business subject matter experts to inform design.
• Creating clickable prototypes, testing with users, and rapidly iterating on them.
• Gathering and analyzing user feedback and sharing insights with the team.
• Working with software developers to build products guided by user research and a human-centred design.
• Providing input and advice into accessibility and inclusion planning for products and services.
• Contributing to the creation of an iterative roadmap to inform continuous delivery.
• Lead the design and delivery of service design artifacts including; workshop documentation, blueprints, journey maps, recommendations and insights reports, roadmaps, etc.
• Develop efficient client communication and feedback channels as this position deals regularly with clients, vendors, and consultants.

Education & Experience

• Bachelor’s Degree or Diploma (preferably in Design) and 6 years of experience.
• An equivalent combination of training and experience may be considered.

Required Skills

• Skills and experience with a wide range of human-centred design methods.
• Experience planning and leading design sessions and activities across large and complex projects.
• The ability to understand what problem your team is trying to solve and align design activities to inform decision-making and actions.
• Ability to elicit, distil, and visualize complex information so that it is easily understandable.
• Understanding of how to design inclusive, equitable, accessible, and sustainable services.
• Designing the end-to-end journey of a service including transactions, products and content across both digital and offline channels.
• Experience developing wireframes and clickable prototypes.
• Ability to work within a self-directed culture and navigate ambiguity.
• Effective time management skills and ability to balance priorities and deadlines.
• Excellent interpersonal skills and functional English communication.

Valued Assets

• Familiar with mobile first and responsive UI/UX design practices.
• Skilled with front-end technologies, such as HTML5 and CSS3.
• Familiar with Agile software development methodologies.
• Self-starter, adaptable, and quick to learn new technologies.
• Familiar with using a design suites such as Adobe XD, Figma.