Role Overview
We are seeking an experienced User Experience (UX)
Designer to lead end-to-end service design initiatives that improve how
digital services and products are delivered, adopted, and scaled across large,
complex environments. This role focuses on modernizing service delivery through
research, service design methodologies, stakeholder collaboration, and
strategic planning.
Key Responsibilities
- Lead
end-to-end service design initiatives that improve how digital products
and services are delivered, adopted, and scaled across multiple programs
and organizations.
- Plan,
facilitate, and synthesize value stream mapping and service blueprinting
sessions to identify systemic gaps, risks, and modernization
opportunities.
- Use
qualitative and quantitative data to validate service pain points, inform
prioritization, and shape recommendations.
- Facilitate
cross-functional workshops and stakeholder engagements, building alignment
across groups with competing priorities.
- Champion
user-centered service design within Agile environments.
- Mentor
and guide teams to strengthen service design practices and organizational
maturity.
Required Skills & Qualifications
Service Delivery & Service Design (30%)
- Advanced
service design experience across complex environments.
- Experience
designing and evaluating service ecosystems that span multiple
organizations and stakeholder groups.
- Expertise
in:
- Value
Stream Mapping
- Service
Blueprinting
- Stakeholder
Mapping
- Journey
Mapping
- Prototyping
- Experience
conducting generative and evaluative research, including:
- Interviews
- Surveys
- Focus
Groups
- Usability
Testing
- Ability
to define and measure service KPIs and outcomes.
- Experience
facilitating collaborative workshops and co-creation sessions.
- Knowledge
of modern service delivery practices and digital service standards.
Relationship Building & Communication (30%)
- Strong
ability to influence, align, and build trust across diverse stakeholder
groups.
- Experience
facilitating workshops with stakeholders who have competing priorities.
- Excellent
written, verbal, visual, and presentation communication skills.
- Ability
to build and maintain productive working relationships across teams and
external partners.
- Experience
prioritizing and delegating work while maintaining stakeholder engagement.
Analytical & Problem-Solving Skills (30%)
- Ability
to synthesize qualitative and quantitative data into actionable insights
and recommendations.
- Experience
evaluating competing service or UX design options and presenting
evidence-based recommendations.
- Knowledge
of designing service models that support phased adoption and scalable
implementation.
- Familiarity
with governance, privacy, security, compliance, and digital standards
considerations.
- Experience
developing performance measurement frameworks.
- Ability
to provide strategic advice related to multi-channel service delivery
environments.
Project Management & Change Management (10%)
- Experience
managing multiple concurrent service design initiatives.
- Ability
to coordinate activities across diverse stakeholder groups and partner
organizations.
- Experience
applying project management and change management practices to service
transformation initiatives.
- Strong
risk identification, planning, and mitigation capabilities.
Must-Have Experience
- Experience
working across omnichannel environments.
- Experience
collaborating with both internal and external stakeholders.
- 7+
years of experience in service design, user research, experience design,
UX design, and service design initiatives.
- Experience
leading or supervising:
- Stakeholder
workshops
- Research
sessions
- Insight
synthesis
- Experience
design direction
- Service
blueprints
- Service
design and UX prototypes
- Proven
ability to assess how policy, operations, governance, technology, data,
and funding models interact across organizations and design scalable
solutions.
About Symbiotic Digital.
Symbiotic Digital provides the IT Experts you need that
solve problems and get things done. See what the top 2% in their field can do
for you. (Symbiotic Digital is a division of Symbiotic Group Inc.)
We serve customers in two ways, we provide:
- Digital
Experts: IT Consulting expertise. Bright Minds That Produce Proven Results
- Recruitment:
Find The Right People You Need
Serving IT & Business leaders, Symbiotic Digital
provides a business system that enable us to provide the Expert Technical staff
needed to solve challenging business and IT problems. IT leaders in the most
reputable organizations in Canada have relied on Symbiotic Digital to help them
staff difficult assignments with proven Experts uniquely evaluated by our
proven QMS- Quality Management System Staff Development Model. We are a 100%
Indigenous owned company.
Learn more online at https://www.symbioticgroup.com/home-sd/.
Please submit your most recent resume to: [email protected]
View All Jobs online at: https://www.symbioticgroup.com/view-jobs/
Skills Required
- Advanced service design experience across complex environments
- Experience designing and evaluating service ecosystems spanning multiple organizations
- Value stream mapping expertise
- Service blueprinting expertise
- Stakeholder mapping expertise
- Journey mapping expertise
- Prototyping experience
- Conducting generative and evaluative research (interviews, surveys, focus groups, usability testing)
- Ability to define and measure service KPIs and outcomes
- Experience facilitating collaborative workshops and co-creation sessions
- Knowledge of modern service delivery practices and digital service standards
- Strong stakeholder influence, alignment, and relationship-building skills
- Excellent written, verbal, visual, and presentation communication skills
- Ability to synthesize qualitative and quantitative data into actionable insights
- Experience evaluating competing service or UX design options and presenting evidence-based recommendations
- Familiarity with governance, privacy, security, compliance, and digital standards considerations
- Experience developing performance measurement frameworks
- Ability to provide strategic advice for multi-channel service delivery environments
- Experience managing multiple concurrent service design initiatives
- Project management and change management experience applied to service transformation
- Risk identification, planning, and mitigation capabilities
- Experience working across omnichannel environments
- Experience collaborating with internal and external stakeholders
- 7+ years of experience in service design, user research, experience design, or UX
- Experience leading or supervising stakeholder workshops, research sessions, insight synthesis, and experience design direction
- Proven ability to assess interactions of policy, operations, governance, technology, data, and funding across organizations
What We Do
Symbiotic Group Inc. is a consulting company that helps SMBs drive measurable results in sales, digital marketing, and operations. They also provide IT consulting services and focus on advancing business and career opportunities for Indigenous peoples.
