Service Design Lead

🔥 40 minutes ago

🇨🇦 Canada – Remote

💵 $95 - $110 / hour

⏳ Contract/Temporary

🟠 Senior

🎨 Product Designer (UI/UX)

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PLATO

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1997

💼 Consulting

🤝 B2B

🏢 Enterprise

💰 $2M Seed Round - Plato Testing on 2022-05

Consulting • B2B • Enterprise

PLATO is Canada’s largest Indigenous-owned software testing and technology services company. For nearly 30 years it has partnered with enterprises to deliver reliable digital products through software testing, quality assurance, risk mitigation, system stability, and user-experience improvements. PLATO operates a 100% Canada-based workforce offering testing services, IT and business consulting, and training programs that include Indigenous-focused recruitment and guaranteed employment to increase Indigenous participation in the tech workforce.

📋 Description

• Lead end-to-end service design for the NIIS replacement, from referral intake through case closure and outcome recording • Define future-state investigator journeys, operating models, and experience principles • Identify and design interim-state operating models during transition from legacy NIIS • Translate program objectives and business requirements into design-ready features • Collaborate with Product Planning Leads and Business Analyst on user-centered, technically feasible features • Facilitate design reviews with ESDC product owners and subject matter experts • Maintain design consistency across features, channels, and workstreams • Plan and facilitate stakeholder workshops with ESDC business leads, FRMO, Business Solutions Operations, IITB, and investigator cohorts • Align requirements across service processes, digital channels, and the Curam technology solution • Coordinate design progress with delivery commitments and sprint cadence • Embed human-centered design from requirements gathering through UAT and go-live • Advocate for investigator experience in design and delivery decisions • Contribute to change management, training, and adoption materials • Support post-go-live improvement cycles using investigator feedback and operational data

🎯 Requirements

• Demonstrated experience leading service design on large-scale government or enterprise transformation programs • Deep expertise in service design methods, journey mapping, service blueprinting, co-design facilitation, and experience prototyping • Ability to operate at strategic and detailed levels, defining future-state operating models and reviewing individual feature designs • Experience collaborating with Agile delivery teams, product owners, and solution architects • Strong facilitation and stakeholder management skills • Comfortable leading workshops with senior government stakeholders and frontline investigators • Reliability clearance and eligibility for Secret clearance, requiring 10 years in Canada

🏖️ Benefits

• Collaborative environment • Mentorship and knowledge-sharing opportunities • Inclusive hiring practices • Recruitment process accommodation support • Opportunity to contribute to complex, real-world client projects

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