Service Design Lead

This is a fully remote position, open to applicants in Canada.

📋 Description

• Oversee the complete service design process for the NIIS replacement, encompassing referral intake to case closure and outcome documentation.

• Establish future-state investigator journeys, operational frameworks, and experience principles.

• Identify and create interim-state operating models during the transition from the legacy NIIS.

• Convert program goals and business requirements into features ready for design.

• Work in collaboration with Product Planning Leads and Business Analysts to develop user-focused, technically viable features.

• Lead design reviews with ESDC product owners and subject matter experts.

• Ensure design consistency across various features, channels, and workstreams.

• Organize and facilitate stakeholder workshops with ESDC business leaders, FRMO, Business Solutions Operations, IITB, and investigator groups.

• Align requirements across service processes, digital platforms, and the Curam technology solution.

• Coordinate design advancement with delivery timelines and sprint schedules.

• Integrate human-centered design principles from requirements gathering through user acceptance testing and implementation.

• Champion the investigator experience in all design and delivery choices.

• Assist in change management, training, and adoption documentation.

• Support post-implementation improvement cycles using feedback from investigators and operational metrics.

⛳️ Requirements

• Proven experience in leading service design for large-scale government or enterprise transformation initiatives.

• Extensive knowledge of service design techniques, including journey mapping, service blueprinting, co-design facilitation, and experience prototyping.

• Ability to function at both strategic and detailed levels, defining future-state operational models and evaluating individual feature designs.

• Experience collaborating with Agile delivery teams, product owners, and solution architects.

• Exceptional facilitation and stakeholder management capabilities.

• Proficient in leading workshops with senior government officials and frontline investigators.

• Reliability clearance and eligibility for Secret clearance, requiring 10 years of residency in Canada.

🏝️ Benefits

• Supportive and collaborative work environment.

• Opportunities for mentorship and knowledge sharing.

• Commitment to inclusive hiring practices.

• Accommodation support during the recruitment process.

• Chance to engage in complex, real-world client projects.