Senior Service Designer

🔥 3 hours ago

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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

• Facilitate and lead working sessions to gather insights, needs, and requirements, while fostering collaboration and alignment among stakeholders. • Create and oversee functional flows that visualize the user experience, partnering with Product Managers to refine Features and provide a human-centred lens on proposed solutions and Acceptance Criteria. • Analyze insights and learnings from Generative Research to inform, evolve, and refine the target platform experience, translating findings into clear design implications and recommendations. • Stay updated on industry trends, best practices, and emerging service design methods to continuously improve design processes and outputs. • Working in Agile, experience collaborating with Product Managers and contributing to feature refinement. • Create and guide conceptual design assets as needed depending on the solution, including user flows, functional flows, journeys, conceptual mockups, service blueprints, and related artifacts. • Participate in and support feature creation and authoring to increase quality, consistency, and delivery hygiene. • Frame and tell the story of design solutions, clearly explaining the team’s thinking, rationale, trade-offs, and recommendations in a compelling way. • Contribute to and, where appropriate, lead the communication of research findings, conceptual ideas, service strategy, service delivery considerations, and implementation guidance. • Provide design guidance to team members, help maintain quality across design outputs, and support alignment between service design, product, business, and delivery teams.

🎯 Requirements

• 5+ years of experience: Facilitating stakeholder workshops to gather insights, requirements, and drive collaboration. • Creating user and functional flows to map experiences and identify improvement opportunities. • Developing design artifacts, including user journeys, service blueprints, workflows, and conceptual mockups. • Contributing to feature definition, documentation, and design quality. • Strong experience with Figma and workshop planning, facilitation, and asset creation. • Experience conducting qualitative research and synthesizing complex data into actionable, human-centered insights. • Demonstrated ability to mentor designers, uphold design quality, and support consistency across service design initiatives. • Strong storytelling and communication skills, with the ability to present design rationale, research findings, service strategies, and implementation recommendations. • Experience analyzing usability testing and user feedback to refine digital experiences. • Knowledge of industry trends and best practices in UX and service design. • Experience in at least two of the following disciplines, with working knowledge of the third: Design Research, Interaction Design, Service Design. • Proven ability to lead service design workstreams, navigate ambiguity, and influence cross-functional stakeholders. • Strong ability to synthesize research, business requirements, and technical constraints into actionable design recommendations.