UX Designer - Senior

Project Overview

The Identity and Access Management Practice (IAMP) is seeking procurement of one (1) Fee-for-Service (FFS) resources to support the products and services of the IAMP Digital Credentials team (DCT), including the Enterprise Credentials Platform (ECP).

Key Responsibilities

• Lead end-to-end service design initiatives that improve how digital credential products are delivered, adopted, and scaled across programs, ministries, and jurisdictions in support of modernization and broader economic priorities.
• Plan, facilitate, and synthesize value stream mapping and service blueprinting sessions to identify systemic gaps, risks, and modernization opportunities across policy, process, technology, and governance.
• Use qualitative and quantitative data to validate service pain points, inform prioritization, and shape recommendations that enable secure, trusted, and interoperable digital interactions across jurisdictions.
• Facilitate cross-functional workshops and in-person engagements with stakeholders and users, building alignment across groups with competing priorities and varying levels of readiness.
• Champion user-centred service design within Agile environments, helping teams visualize future-state services that strengthen trust, interoperability, and adoption across Ontario and Canada.
• Mentor and guide teams to strengthen internal service design maturity and enable broader ecosystem participation.
• Design and evaluate service ecosystems that span multiple organizations, roles, and jurisdictions, identifying handoffs, dependencies, governance impacts, and interoperability considerations.
• Lead end-to-end omni-channel service design initiatives using structured methods such as value stream mapping, service blueprinting, stakeholder mapping, journey mapping, and prototyping, and show clear examples of outputs and outcomes.
• Design and execute generative and evaluative research across service channels (e.g., interviews, surveys, focus groups, usability testing) and explain how findings change service direction.
• Define service KPIs and outcome measures and demonstrate how they were used to evaluate and improve service performance.
• Facilitate collaborative design workshops and co-creation sessions that produce documented insights, prioritized actions, and agreed service improvements.
• Apply emerging service delivery practices and digital service standards to improve both digital and in-person service models.
• Facilitate workshops and working sessions with stakeholders who have competing priorities and document how alignment was achieved.
• Communicate complex service design concepts clearly in written reports, visual artifacts, and executive briefings tailored to non-specialist audiences.
• Build and sustain productive relationships with program areas, partners, and vendors, demonstrating examples of cross-functional collaboration.
• Prioritize and delegate work within service design initiatives while maintaining stakeholder engagement and momentum.
• Synthesize qualitative and quantitative data into clear service insights and actionable recommendations, including documented risks and mitigation strategies.
• Evaluate competing service or UX design options and articulate the rationale for selected approaches, considering short- and long-term impacts.
• Design service models that support phased adoption, stakeholder readiness, and ecosystem scaling, including identification of barriers to uptake and mitigation strategies.
• Ensure service design recommendations align with digital standards, reusable patterns, governance, privacy, security, and compliance requirements, identifying regulatory constraints, escalation paths, and business impacts.
• Develop performance measurement frameworks and apply industry-recognized heuristics to assess service effectiveness.
• Provide authoritative advice on service delivery challenges across multiple channels (e.g., digital, telephone, service desk, print) with evidence of impact.
• Scope, plan, and execute concurrent service design initiatives, including research protocols for privacy, consent, and documentation.
• Coordinate across ministries, jurisdictions, and partners to deliver structured service design outputs on time.
• Apply project and change management practices to introduce new or re-engineered service processes, including risk identification and mitigation.

Qualifications & Requirements

REQUIRED

• Must be able to work 5 days onsite per week.
• Must have experience with omni channels - experience working with both internal/external stakeholders.
• 7+ years of experience in service design focusing on development and review of experience design projects (including user research, UX design and service design initiatives) end-to-end and develop innovative approaches and alternative solutions to deliver high quality, efficient services and products that meet end user and business expectations and needs.
• Lead or supervise service design activities and deliverables, including stakeholder workshops, research sessions, analysis and synthesis of insights, experience design direction, service design blueprints and service design or UX prototypes which address end user and business needs and are in accordance with established strategy, standards and protocols.
• Focus on experience design projects (including user research, UX design and service design initiatives) end-to-end and develop innovative approaches and alternative solutions to deliver high quality, efficient services and products that meet end user and business expectations and needs.
• Proven ability to apply enterprise thinking by assessing how policy, operations, governance, technology, data, and funding models interact across organizations, and designing solutions that can scale beyond a single program or team.

NICE TO HAVE

• OPS or Public Sector exp.

EVALUATION CRITERIA

Service Delivery & Service Design - 30%

• Design and evaluate service ecosystems that span multiple organizations, roles, and jurisdictions, identifying handoffs, dependencies, governance impacts, and interoperability considerations.
• Lead end-to-end omni-channel service design initiatives using structured methods such as value stream mapping, service blueprinting, stakeholder mapping, journey mapping, and prototyping, and show clear examples of outputs and outcomes.
• Design and execute generative and evaluative research across service channels (e.g., interviews, surveys, focus groups, usability testing) and explain how findings change service direction.
• Define service KPIs and outcome measures and demonstrate how they were used to evaluate and improve service performance.
• Facilitate collaborative design workshops and co-creation sessions that produce documented insights, prioritized actions, and agreed service improvements.
• Apply emerging service delivery practices and digital service standards to improve both digital and in-person service models.

Relationship Building & Communication - 30%

• Facilitate workshops and working sessions with stakeholders who have competing priorities and document how alignment was achieved.
• Communicate complex service design concepts clearly in written reports, visual artifacts, and executive briefings tailored to non-specialist audiences.
• Build and sustain productive relationships with program areas, partners, and vendors, demonstrating examples of cross-functional collaboration.
• Prioritize and delegate work within service design initiatives while maintaining stakeholder engagement and momentum.

Analytical & Problem-Solving Skills - 30%

• Synthesize qualitative and quantitative data into clear service insights and actionable recommendations, including documented risks and mitigation strategies.
• Evaluate competing service or UX design options and articulate the rationale for selected approaches, considering short- and long-term impacts.
• Design service models that support phased adoption, stakeholder readiness, and ecosystem scaling, including identification of barriers to uptake and mitigation strategies.
• Ensure service design recommendations align with digital standards, reusable patterns, governance, privacy, security, and compliance requirements, identifying regulatory constraints, escalation paths, and business impacts.
• Develop performance measurement frameworks and apply industry-recognized heuristics to assess service effectiveness.
• Provide authoritative advice on service delivery challenges across multiple channels (e.g., digital, telephone, service desk, print) with evidence of impact.

Project Management & Change Management - 10%

• Scope, plan, and execute concurrent service design initiatives, including research protocols for privacy, consent, and documentation.
• Coordinate across ministries, jurisdictions, and partners to deliver structured service design outputs on time.
• Apply project and change management practices to introduce new or re-engineered service processes, including risk identification and mitigation.

Key Skills & Competencies

service design, UX design, user research, usability testing, value stream mapping, service blueprinting, stakeholder mapping, journey mapping, prototyping, Agile, omni-channel, KPI definition, performance measurement, digital standards, governance, privacy, security, compliance, qualitative analysis, quantitative analysis