RQ10485 - UX Designer - Senior

📍 Job Overview

Job Title: UX Designer - Senior (RQ10485)

Company: Maarut

Location: Toronto, ON, Canada

Job Type: Full-Time

Category: User Experience (UX) / Service Design

Date Posted: May 11, 2026

Experience Level: Senior (7+ years)

Remote Status: On-site

🚀 Role Summary

• Lead end-to-end service design initiatives to modernize digital credential products, focusing on delivery, adoption, and scaling across diverse programs, ministries, and jurisdictions.

• Facilitate value stream mapping and service blueprinting sessions to identify systemic gaps, risks, and modernization opportunities within policy, process, technology, and governance frameworks.

• Utilize qualitative and quantitative data to validate service pain points, inform prioritization, and shape recommendations for secure, trusted, and interoperable digital interactions.

• Champion user-centered service design principles within Agile environments, fostering alignment and visualizing future-state services for enhanced trust and adoption.

• Mentor and guide teams to elevate internal service design maturity and encourage broader ecosystem participation.

📝 Enhancement Note: While the job title is "UX Designer - Senior," the core responsibilities and required skills heavily emphasize "Service Design." This role appears to be a hybrid or a senior UX role with a strong focus on service design principles, especially within a public sector or government context. The target audience should be operations professionals with a background in designing and optimizing complex service ecosystems, not just traditional UI/UX design.

📈 Primary Responsibilities

• Spearhead the design and review of user experience (UX) and service design projects from inception to completion, developing innovative solutions for high-quality, efficient service delivery.

• Plan, facilitate, and synthesize sessions such as value stream mapping and service blueprinting to pinpoint systemic gaps, risks, and modernization opportunities across policy, process, technology, and governance.

• Employ qualitative and quantitative data to validate service pain points, inform strategic prioritization, and shape recommendations that enable secure, trusted, and interoperable digital interactions across various jurisdictions.

• Facilitate cross-functional workshops and in-person engagements with diverse stakeholders and end-users, building consensus among groups with competing priorities and varying levels of readiness.

• Champion user-centered service design within Agile development environments, assisting teams in visualizing future-state services that enhance trust, interoperability, and adoption across Ontario and Canada.

• Mentor and guide teams to strengthen internal service design maturity and enable broader ecosystem participation in digital credential product development and deployment.

• Design and evaluate service ecosystems that span multiple organizations, roles, and jurisdictions, identifying key handoffs, dependencies, governance impacts, and interoperability considerations.

• Apply emerging service delivery practices and digital service standards to enhance both digital and in-person service models, ensuring alignment with broader modernization goals.

📝 Enhancement Note: The responsibilities clearly indicate a strategic and leadership-oriented role. The emphasis on "end-to-end service design initiatives" and "enterprise thinking" suggests a need for individuals who can manage complex, multi-stakeholder projects and think holistically about service delivery.

🎓 Skills & Qualifications

Education: While not explicitly stated, a Bachelor's or Master's degree in Design, Human-Computer Interaction, Information Science, or a related field is typically expected for a senior-level role of this nature.

Experience: Minimum of 7+ years of progressive experience in service design, UX design, and user research, with a strong focus on end-to-end project development and review.

Required Skills:

• 7+ years of experience in service design, focusing on the development and review of experience design projects, including user research, UX design, and service design initiatives.

• Proven ability to lead or supervise service design activities and deliverables, including stakeholder workshops, research sessions, analysis and synthesis of insights, UX/service design direction, service blueprints, and prototypes that meet end-user and business needs.

• Demonstrated ability to apply enterprise thinking by assessing the interplay of policy, operations, governance, technology, data, and funding models across organizations, and designing scalable solutions.

• Experience in designing and evaluating service ecosystems that span multiple organizations, roles, and jurisdictions.

• Proficiency in leading end-to-end omni-channel service design initiatives using structured methods such as value stream mapping, service blueprinting, stakeholder mapping, journey mapping, and prototyping.

• Ability to design and execute generative and evaluative research across various service channels (e.g., interviews, surveys, focus groups, usability testing) and articulate how findings influence service direction.

• Experience in defining service KPIs and outcome measures and demonstrating their use in evaluating and improving service performance.

• Strong facilitation skills for collaborative design workshops and co-creation sessions that yield documented insights, prioritized actions, and agreed service improvements.

• Ability to apply emerging service delivery practices and digital service standards to improve both digital and in-person service models.

• Excellent relationship-building and communication skills, with the ability to influence, align, and build trust across diverse stakeholder groups.

• Proven ability to communicate complex service design concepts clearly in written reports, visual artifacts, and executive briefings tailored to non-specialist audiences.

• Experience building and sustaining productive relationships with program areas, partners, and vendors, with demonstrated examples of cross-functional collaboration.

• Strong analytical and problem-solving skills, with the ability to synthesize qualitative and quantitative data into clear service insights and actionable recommendations.

• Experience designing service models that support phased adoption, stakeholder readiness, and ecosystem scaling, including identification of barriers and mitigation strategies.

• Ability to ensure service design recommendations align with digital standards, reusable patterns, governance, privacy, security, and compliance requirements.

• Proficiency in developing performance measurement frameworks and applying industry-recognized heuristics to assess service effectiveness.

• Experience providing authoritative advice on service delivery challenges across multiple channels (e.g., digital, telephone, service desk, print) with evidence of impact.

• Experience in scoping, planning, and executing concurrent service design initiatives, including research protocols for privacy, consent, and documentation.

• Ability to coordinate across ministries, jurisdictions, and partners to deliver structured service design outputs on time.

Preferred Skills:

• Experience working within the Ontario Public Sector (OPS) or broader public sector environments.

📝 Enhancement Note: The extensive list of required skills, particularly in service design methodologies and stakeholder management, indicates a highly specialized role. Candidates should prepare to demonstrate deep expertise in these areas with concrete examples. The "Nice to have" for Public Sector experience is a significant differentiator.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• A comprehensive portfolio showcasing end-to-end service design initiatives, including user research, UX design, and service design projects.

• Demonstrated examples of value stream mapping, service blueprinting, stakeholder mapping, and journey mapping outputs.

• Case studies detailing how qualitative and quantitative data were used to inform service design decisions and improve outcomes.

• Evidence of designing and evaluating service ecosystems across multiple organizations or jurisdictions.

• Prototypes and visualizations of future-state services and user journeys.

• Documentation of how service KPIs and outcome measures were defined and used to evaluate service performance.

• Examples of facilitated workshops, co-creation sessions, and cross-functional collaboration.

• Proof of applying enterprise thinking to design scalable solutions for complex organizational structures.

Process Documentation:

• Documented processes for conducting user research, service blueprinting, and value stream mapping.

• Methodologies for synthesizing complex qualitative and quantitative data into actionable insights and recommendations.

• Frameworks for defining and tracking service KPIs and outcome measures.

• Protocols for facilitating cross-functional workshops and co-creation sessions.

• Examples of integration of digital service standards and reusable patterns into service design.

• Processes for managing privacy, consent, and documentation in research and design initiatives.

• Approaches to applying project and change management practices to service re-engineering.

📝 Enhancement Note: For a senior service design role, the portfolio is crucial. It needs to go beyond visual design and showcase strategic thinking, process expertise, and the ability to manage complex, multi-stakeholder service transformations. Candidates should be prepared to walk through their portfolio and explain the strategic rationale, methodologies used, and the impact of their work.

💵 Compensation & Benefits

Salary Range: Given the senior level (7+ years experience), the location (Toronto, ON), and the specialized nature of service design within a public sector context, an estimated annual salary range would be $100,000 - $140,000 CAD.

Benefits:

• Comprehensive health and dental insurance plans.

• Retirement savings plan (e.g., pension, RRSP matching).

• Generous paid time off (vacation, sick leave, personal days).

• Professional development opportunities, including training, workshops, and conference attendance.

• Potential for remote work flexibility or hybrid arrangements (though the current posting specifies on-site).

Working Hours:

• Standard full-time work week, typically 35-40 hours per week.

• Potential for some flexibility in start and end times, depending on team and project needs.

• Occasional overtime may be required to meet project deadlines, especially during critical phases of design and implementation.

📝 Enhancement Note: Salary estimation is based on industry benchmarks for Senior UX Designers and Service Designers in Toronto, Canada, considering the public sector context which can sometimes offer different compensation structures but often includes robust benefits. The specific benefits package would need to be confirmed with Maarut.

🎯 Team & Company Context

🏢 Company Culture

Industry: Technology / Government Services / Digital Transformation. Maarut Inc. appears to be a consulting or solutions provider focused on digital transformation, likely working with government entities or large organizations to modernize their services. The job description's focus on digital credentials, ministries, and jurisdictions strongly suggests a public sector client base.

Company Size: Maarut Inc. is likely a medium-sized enterprise, potentially specializing in government IT consulting or digital service delivery. This size often allows for a blend of structured processes and agile adaptability.

Founded: [Company Founded Date - Not Provided] - [Company Founded Date - Not Provided]. The company's founding date is not provided, but its focus on modernization and digital credentials suggests it's an established entity in the digital transformation space.

Team Structure:

• The operations/design team is likely composed of specialized roles such as UX Designers, Service Designers, User Researchers, Business Analysts, and potentially Project Managers.

• Reporting structure would likely involve a Lead UX/Service Designer, Design Manager, or a Director of Digital Transformation, with direct reporting lines for senior and junior team members.

Methodology:

• Data Analysis and Insights: Emphasis on leveraging both qualitative (user interviews, workshops) and quantitative (data analytics, KPIs) methods to understand user needs and service performance.

• Workflow Planning and Optimization: Focus on structured approaches like value stream mapping and service blueprinting to identify bottlenecks and opportunities for improvement in service delivery.

• Automation and Efficiency: Driving towards more efficient, scalable, and interoperable digital services through thoughtful design and implementation.

Company Website: www.maarutinc.com

📝 Enhancement Note: The company context is inferred from the job description's focus on public sector initiatives and digital credentials. Maarut likely acts as a strategic partner for government modernization efforts. This implies a culture that values structured problem-solving, stakeholder management, and delivering tangible public value.

📈 Career & Growth Analysis

Operations Career Level: This is a Senior-level position, indicating a high degree of autonomy, expertise, and responsibility. It signifies a professional capable of leading complex initiatives, mentoring others, and influencing strategic decisions within the service design and UX domain. The role is positioned to drive significant impact on how digital services are perceived and utilized by citizens or business users.

Reporting Structure: The Senior UX Designer will likely report to a Design Lead, Manager, or Director responsible for UX/Service Design strategy and execution within Maarut or its client engagements. They may also have direct oversight or mentorship responsibilities for junior designers or researchers.

Operations Impact: The successful candidate will have a direct impact on the efficiency, accessibility, and user satisfaction of critical digital credentialing services. This involves shaping how these services are delivered, adopted, and scaled, directly contributing to modernization goals and potentially influencing policy implementation and economic priorities.

Growth Opportunities:

• Specialization: Deepen expertise in specific areas of service design, such as digital identity, public sector service delivery, or complex ecosystem design.

• Leadership: Progress into management roles, leading design teams, client engagements, or service design practices within Maarut.

• Strategic Influence: Gain opportunities to shape broader digital transformation strategies for government clients, influencing policy and operational frameworks.

• Mentorship: Develop leadership and coaching skills by mentoring junior designers and contributing to internal knowledge sharing and best practices.

• Industry Recognition: Contribute to thought leadership through presentations, publications, or participation in industry forums related to public sector digital transformation.

📝 Enhancement Note: This role offers significant growth potential for individuals aiming for leadership in service design and digital transformation, particularly within the public sector. The emphasis on mentoring and strategic influence suggests a path towards senior leadership or specialized consulting roles.

🌐 Work Environment

Office Type: The role is specified as "On-site," indicating a traditional office-based work environment. This suggests a collaborative atmosphere where in-person interaction with colleagues and stakeholders is prioritized.

Office Location(s): Toronto, Ontario, Canada. This central location in a major metropolitan area offers good accessibility via public transportation and proximity to various amenities.

Workspace Context:

• Collaborative Environment: The on-site requirement points to a workspace designed for team collaboration, likely featuring meeting rooms, shared workspaces, and areas for brainstorming sessions.

• Operations Tools & Technology: Access to standard design and collaboration software, potentially including specialized service design tools, project management platforms, and high-performance workstations. The specific technology stack would be dependent on Maarut's internal systems and client requirements.

• Team Interaction: Opportunities for direct interaction with fellow designers, researchers, project managers, and potentially client representatives, fostering a dynamic and communicative work environment.

Work Schedule: A standard full-time schedule (e.g., 9 AM to 5 PM, Monday to Friday) is expected, with potential for some flexibility. However, the on-site nature implies a need to be physically present during core business hours for team collaboration and client meetings.

📝 Enhancement Note: The on-site requirement is a key factor for candidates. It suggests a preference for in-person collaboration, which can be beneficial for complex design discussions and team cohesion but may limit flexibility for some individuals.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of your resume and portfolio to assess qualifications and experience fit.

• Technical Interview(s): In-depth discussions focusing on your service design methodologies, UX expertise, user research techniques, and experience with value stream mapping and service blueprinting. Expect scenario-based questions and deep dives into your portfolio.

• Portfolio Presentation: A dedicated session where you will present and discuss specific case studies from your portfolio, demonstrating your problem-solving approach, design process, and impact.

• Stakeholder/Cultural Fit Interview: An opportunity to meet with potential team members or hiring managers to assess your collaboration style, communication skills, and alignment with Maarut's culture and client engagement approach.

• Final Interview: Potentially with senior leadership to discuss strategic fit and long-term contributions.

Portfolio Review Tips:

• Curate Strategically: Select 2-3 of your strongest, most relevant projects that showcase end-to-end service design, enterprise thinking, and public sector or complex stakeholder environments if possible.

• Tell a Story: For each project, clearly articulate the problem statement, your role, the methodologies used (value stream mapping, service blueprinting, user research), the challenges faced, your design process, the rationale behind your decisions, and the measurable outcomes or impact.

• Focus on Process & Impact: Emphasize your strategic thinking, your ability to navigate complexity, and how your design solutions addressed business needs and user pain points. Quantify impact where possible (e.g., improved efficiency, increased adoption rates, reduced user errors).

• Highlight Collaboration: Showcase how you worked with diverse stakeholders, facilitated workshops, and built consensus.

• Tailor to the Role: Emphasize aspects of your work that align with service design, public sector engagement, and digital credentials if applicable.

Challenge Preparation:

• Service Design Challenge: Be prepared for a potential case study or exercise that requires you to analyze a complex service scenario, identify pain points, and propose design solutions using service design methodologies.

• Stakeholder Alignment Scenario: Practice articulating how you would manage conflicting stakeholder priorities and drive consensus on design direction.

• Enterprise Thinking Application: Be ready to discuss how you would approach designing a solution that scales across multiple organizational units or jurisdictions.

📝 Enhancement Note: The interview process will heavily rely on evaluating your portfolio and your ability to articulate your strategic thinking and process. Candidates should practice presenting their case studies clearly and concisely, focusing on the "why" and the "so what" of their design decisions.

🛠 Tools & Technology Stack

Primary Tools:

• Service Design & UX Design Software: Figma, Sketch, Adobe Creative Suite (Illustrator, XD), Miro, Mural.

• Prototyping Tools: InVision, Figma, Adobe XD, Axure RP.

• User Research Tools: UserTesting.com, Optimal Workshop, Qualtrics, SurveyMonkey, specialized tools for qualitative data analysis.

• Project Management & Collaboration: Jira, Confluence, Asana, Trello, Microsoft Teams, Slack.

Analytics & Reporting:

• Tools for analyzing user behavior data (e.g., Google Analytics, Adobe Analytics, Hotjar).

CRM & Automation:

• While not explicitly a CRM role, understanding how UX/service design integrates with CRM systems (e.g., Salesforce, Microsoft Dynamics) and marketing automation platforms may be beneficial for context.

• Familiarity with workflow automation principles and how design impacts automated processes.

📝 Enhancement Note: Proficiency in standard UX/UI design tools is assumed, but a strong emphasis will be placed on tools used for service design methodologies like Miro, Mural, and tools for user journey mapping and blueprinting. Familiarity with Agile project management tools like Jira is also highly relevant.

👥 Team Culture & Values

Operations Values:

• User-Centricity: A deep commitment to understanding and advocating for the end-user in all design decisions, ensuring services are accessible, efficient, and meet genuine needs.

• Collaboration: A strong emphasis on working effectively with diverse teams, stakeholders, and clients to co-create solutions and build consensus.

• Data-Driven Decision Making: Utilizing qualitative and quantitative insights to inform strategy, validate design choices, and measure impact.

• Excellence & Innovation: Striving for high-quality outcomes, embracing new approaches, and continuously seeking ways to improve service delivery and user experience.

• Impact & Value: Focusing on delivering tangible value and positive outcomes, particularly in the context of public service modernization and citizen benefit.

Collaboration Style:

• Cross-Functional Integration: Seamless collaboration with business analysts, project managers, developers, and client-side stakeholders to ensure design solutions are feasible, aligned with business goals, and effectively implemented.

• Process Review & Feedback: An open culture of providing and receiving constructive feedback on design work and processes, fostering continuous improvement.

• Knowledge Sharing: Encouraging the sharing of insights, best practices, and learnings across the team and client organizations to build collective expertise.

📝 Enhancement Note: The culture likely values a blend of structured, methodical work (for service design and public sector contexts) with agile adaptability and user-focused innovation. Expect a professional environment where strategic thinking and collaborative problem-solving are highly regarded.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Complex Stakeholder Landscapes: Managing diverse interests, priorities, and levels of readiness among multiple government ministries, jurisdictions, and internal teams.

• Designing for Scale and Interoperability: Creating solutions that can be adopted and scaled across different systems, organizations, and potentially jurisdictions, ensuring seamless data exchange and user experience.

• Balancing Innovation with Governance: Integrating cutting-edge service design principles within established public sector governance, security, and compliance frameworks.

• Driving Adoption of New Services: Overcoming potential resistance to change and ensuring successful uptake of modernized digital credential products by end-users and administrative bodies.

• Measuring Impact in Public Sector: Defining and demonstrating clear, quantifiable impact for services that may have broader societal benefits beyond direct financial ROI.

Learning & Development Opportunities:

• Specialized Training: Opportunities to attend workshops, conferences, or pursue certifications in advanced service design, digital identity, public sector innovation, or enterprise architecture.

• Cross-Disciplinary Exposure: Gaining deeper understanding of policy, governance, and technology aspects relevant to public sector digital transformation.

• Mentorship Programs: Access to experienced leaders within Maarut or client organizations for guidance on career progression and skill development.

• Exposure to Large-Scale Projects: Working on high-impact, complex projects that offer significant learning experiences and portfolio building opportunities.

📝 Enhancement Note: This role presents significant challenges due to the complexity of public sector digital transformation. However, these challenges are also the source of substantial growth opportunities for ambitious professionals.

💡 Interview Preparation

Strategy Questions:

• "Describe a complex service design initiative you led from end-to-end. What were the key challenges, your approach, and the outcomes?" (Focus on value stream mapping, service blueprinting, enterprise thinking).

• "How do you approach stakeholder management when priorities conflict across different government departments or programs?" (Highlight your facilitation and alignment strategies).

• "Walk me through how you would design a secure and interoperable digital credentialing system for widespread adoption across multiple jurisdictions. What are the key considerations?" (Demonstrate your understanding of scale, governance, and user needs).

• "How do you ensure your service design recommendations align with existing digital standards, governance, privacy, and security requirements?" (Showcase your awareness of regulatory and compliance factors).

Company & Culture Questions:

• "What interests you specifically about working on digital credentialing products within the public sector?" (Research Maarut's work and the importance of digital identity).

• "How do you see your service design skills contributing to Maarut's mission of digital transformation for government clients?" (Align your expertise with their stated goals).

• "Describe your experience working within Agile environments. How do you integrate service design into Agile sprints?" (Show your adaptability).

Portfolio Presentation Strategy:

• Structure: For each case study, clearly present: Problem Statement -> Your Role -> Research & Analysis (Methodologies) -> Design Process & Solutions -> Challenges & Trade-offs -> Outcomes & Impact.

• Visuals: Use clear, concise visuals (blueprints, journey maps, prototypes) to illustrate your points. Avoid overwhelming slides with text.

• Narrative: Tell a compelling story that highlights your strategic thinking, problem-solving abilities, and the value you delivered.

• Quantify: Wherever possible, use data and metrics to demonstrate the impact of your work.

• Engagement: Be prepared to answer detailed questions about your process, decisions, and the reasoning behind them.

📝 Enhancement Note: Interview preparation should focus on demonstrating a deep understanding of service design methodologies, strategic thinking, stakeholder management, and the ability to apply these skills in complex, public-sector environments. Your portfolio is your primary tool for showcasing this expertise.

📌 Application Steps

To apply for this operations position:

• Submit your application through the provided link on the Zoho Recruit portal.

• Customize Your Resume: Tailor your resume to highlight your 7+ years of experience in service design, UX design, and user research. Emphasize keywords such as "service design," "value stream mapping," "service blueprinting," "enterprise thinking," "stakeholder management," "Agile," and any public sector experience. Quantify achievements with specific metrics where possible.

• Prepare Your Portfolio: Curate 2-3 of your most impactful service design projects. Ensure each project clearly articulates the problem, your role, the methodologies used, your process, challenges, and outcomes. Be ready to present and discuss these in detail.

• Research Maarut: Understand Maarut's focus on digital transformation, their client base (likely government), and the importance of digital credentials. This will help you tailor your responses and demonstrate genuine interest.

• Practice Interview Responses: Prepare for behavioral questions focusing on leadership, collaboration, problem-solving, and your experience with complex projects. Practice articulating your portfolio case studies clearly and concisely.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.