Service Design Lead

Role overview Lead service design for a large government transformation involving the transition from a legacy system to a new platform. The role connects strategic service and operating model design with detailed, build-ready features, keeping the needs of frontline investigators central throughout delivery.

Responsibilities - Translate program goals and business needs into features that are ready for design and development. - Work with product planning and business analysis colleagues to ensure proposals are user-centered and technically feasible. - Facilitate design reviews with government product owners and subject matter experts, securing timely feedback and endorsement. - Lead workshops with business leads, operational teams, technical groups, and investigator cohorts. - Align service processes, digital channels, and the platform solution across workstreams. - Incorporate human-centered design from requirements through testing and launch, then support improvements using user feedback and operational data.

Requirements - Demonstrated leadership in service design for a large government or enterprise transformation. - Strong practice in journey mapping, service blueprinting, co-design, facilitation, and experience prototyping. - Ability to work at both strategic and detailed levels, from future operating models to individual feature reviews. - Experience with Agile teams, product owners, and solution architects in a fast-moving program. - Strong stakeholder management and facilitation skills with senior leaders and frontline users.

Benefits and work setup Remote contract based in Canada, with a stated rate of CAD $95–$110 per hour. The role is part of a collaborative consulting environment that emphasizes knowledge sharing and mentorship.