Senior Service and UX Designer Government Digital Transformation

📍 Job Overview

Job Title: Senior Service and UX Designer, Government Digital Transformation

Company: Aequilibrium Software Inc.

Location: Vancouver, British Columbia, Canada (Remote within Canada)

Job Type: CONTRACTOR

Category: Digital Transformation & Design Operations

Date Posted: 2026-09-11

Experience Level: Senior (10+ years)

Remote Status: Fully Remote (within Canada)

🚀 Role Summary

• Lead human-centered design initiatives for complex government digital services, focusing on internal, partner-facing, and public-facing applications.

• Drive the end-to-end user experience design process, from discovery and user research to detailed UI specifications and implementation support.

• Develop and maintain enterprise-level design systems and ensure adherence to WCAG 2.2 AA accessibility standards across all digital touchpoints.

• Facilitate workshops and collaborate extensively within cross-functional Agile teams to ensure successful digital transformation outcomes.

📝 Enhancement Note: This role is a senior-level, hands-on contractor position with a significant focus on public sector digital transformation. The emphasis on service design, enterprise UX, and accessibility within a government context, particularly with Microsoft Dynamics 365, indicates a need for deep experience in complex system modernization and citizen-centric service delivery. The role requires strong facilitation skills and the ability to influence stakeholders across various government departments and partner organizations.

📈 Primary Responsibilities

• Spearhead human-centered design strategies and methodologies across a portfolio of internal, partner-facing, and public-facing digital services.

• Plan, execute, and analyze comprehensive user research, including in-depth interviews, discovery workshops, usability testing, surveys, and behavioral analytics.

• Develop detailed service ecosystem maps and create current-state and future-state journey maps and service blueprints to visualize user pathways and service touchpoints.

• Translate complex user needs and business requirements into well-defined information architecture, intuitive user flows, detailed wireframes, and interactive prototypes.

• Design responsive, accessible, and user-friendly interfaces for enterprise web applications, partner portals, and public-facing digital platforms.

• Create, evolve, and govern enterprise design systems, including robust component libraries, design tokens, and interaction standards to ensure consistency and scalability.

• Rigorously apply WCAG 2.2 AA accessibility requirements throughout the entire design and development lifecycle, ensuring inclusive digital experiences.

• Facilitate design thinking, co-design sessions, and stakeholder alignment workshops to foster collaboration and gather critical input.

• Work collaboratively within an Agile delivery environment with product managers, business analysts, developers, architects, and quality assurance teams.

• Produce production-ready design specifications and actively support developer handoff, implementation, and design quality assurance (QA) processes.

• Utilize usability metrics, analytics data, and ongoing user feedback to measure design outcomes and inform continuous service improvement cycles.

• Provide design leadership and strategic direction while remaining actively involved in the hands-on execution of research and design deliverables.

📝 Enhancement Note: The responsibilities highlight a blend of strategic design leadership and detailed execution. The emphasis on "mapping complex service ecosystems," "service blueprints," and "enterprise design systems" points to a need for a designer who can manage complexity and ensure coherence across large-scale government initiatives. The direct involvement in "developer handoff, implementation and design QA" signifies a highly integrated role within the delivery team, requiring strong communication and technical understanding.

🎓 Skills & Qualifications

Education:

• A post-secondary degree or diploma in Interaction Design, Human-Computer Interaction (HCI), UX Design, Product Design, Industrial Design, Graphic Design, Computer Science, or a closely related discipline. Experience:

• A minimum of 10+ years of progressive experience in delivering UX, UI, and service design within complex enterprise environments.

• At least 5 years of dedicated experience supporting digital transformation initiatives within government, the broader public sector, or Crown corporations.

• Proven experience designing responsive enterprise applications, complex portals, or sophisticated digital service platforms.

• Strong human-centered service design expertise, encompassing user research, journey mapping, service blueprinting, and current-state/future-state service modeling.

• Demonstrated experience designing citizen-facing, partner-facing, or internal enterprise digital services.

• Substantial experience developing, implementing, or governing enterprise design systems, including component libraries and design tokens.

• A clear track record of applying WCAG 2.2 AA accessibility standards in practical design and development scenarios.

• Experience in preparing production-ready design specifications and actively supporting implementation through developer handoff and design QA.

• Proven stakeholder facilitation and design leadership capabilities.

• Extensive experience working effectively within cross-functional Agile delivery teams. Required Skills:

• Service Design: Expertise in mapping service ecosystems, defining user journeys, and creating service blueprints for complex public sector initiatives.

• UX/UI Design: Proficiency in translating user needs and business requirements into intuitive information architecture, user flows, wireframes, and interactive prototypes.

• User Research: Ability to plan and conduct diverse research methodologies (interviews, usability testing, surveys, behavioral analysis) to gather actionable insights.

• Accessibility Design: Deep understanding and practical application of WCAG 2.2 AA standards for inclusive digital experiences.

• Enterprise Design Systems: Experience in creating, maintaining, and governing component libraries, design tokens, and interaction standards for large-scale applications.

• Figma: Advanced proficiency in Figma for wireframing, prototyping, and UI design.

• Miro/FigJam: Strong skills in using Miro or FigJam for collaborative ideation, workshop facilitation, and diagramming.

• Jira/Confluence: Familiarity with Jira for Agile project management and Confluence for documentation and knowledge sharing.

• Agile Methodologies: Demonstrated experience working effectively within Agile/Scrum development environments.

• Stakeholder Facilitation: Excellent ability to lead workshops, gather requirements, and align diverse stakeholder groups.

Preferred Skills:

• Experience with Microsoft Dynamics 365.

• Familiarity with government case-management platforms.

• Experience designing for partner portals.

• Domain knowledge in housing, social services, or similar complex government service areas.

• Experience with various prototyping tools beyond Figma.

• Understanding of modern front-end development principles.

📝 Enhancement Note: The requirement for "10+ years of progressive experience" and "5+ years supporting digital transformation within government" signifies that candidates must possess a deep and specific background in public sector modernization. The detailed list of required tools (Figma, Miro, FigJam, Jira, Confluence) indicates a highly collaborative and digitally integrated workflow. The preference for Microsoft Dynamics 365 knowledge is a strong signal for candidates with experience in CRM-driven government platforms.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• A robust portfolio showcasing end-to-end design projects, with a strong emphasis on complex enterprise and government digital services.

• Clear demonstration of human-centered design processes, including user research methodologies, journey mapping, and service blueprinting.

• Examples of designing and implementing enterprise-level design systems, component libraries, and adherence to accessibility standards (WCAG 2.2 AA).

• Tangible evidence of impact and outcomes, showcasing how your design work improved user experience, efficiency, or achieved specific business/government objectives.

• Case studies detailing your contributions to digital transformation initiatives, particularly within public sector or large enterprise contexts. Process Documentation:

• Provide detailed case studies that clearly articulate:

  • The problem statement and project context (client, industry, goals).

  • Your specific role and responsibilities within the project team.

  • The user research and design methodologies employed (e.g., interviews, usability testing, journey mapping, service blueprinting, wireframing, prototyping).

  • The key deliverables produced (e.g., personas, journey maps, service blueprints, wireframes, interactive prototypes, design system components, accessibility reports).

  • The rationale behind design decisions and how they addressed user needs and business requirements.

  • Measurable outcomes and impact, supported by data where possible (e.g., improved task completion rates, reduced error rates, increased user satisfaction, efficiency gains).

📝 Enhancement Note: The "When applying" section explicitly requests detailed examples that function as a de facto portfolio. Candidates must prepare to present specific case studies demonstrating expertise in government digital transformation, human-centered service design, enterprise UX, design systems, and accessibility. The emphasis on "personal contribution," "research and design methods used," "deliverables produced," and "resulting outcomes" is critical for portfolio review.

💵 Compensation & Benefits

Salary Range:

• The anticipated contractor rate for this role is $80 to $100 CAD per hour. This rate is dependent on the candidate's experience, public-sector qualifications, and alignment with the required service design capabilities. Benefits:

• This is a contract position, and specific benefits typically vary by contractor agreement. Candidates should clarify expectations regarding:

  • Paid Time Off (PTO) or vacation accrual.

  • Health and dental insurance coverage (if applicable to contractor agreements).

  • Retirement savings plan contributions (if applicable).

  • Professional development allowances or access to training resources.

  • Potential for contract extensions beyond the initial term. Working Hours:

• The engagement is expected to be full-time, with approximately 2,000 hours anticipated annually.

• Candidates must be available full-time during Alberta business hours, which are approximately 8:15 a.m. to 4:30 p.m. Mountain Time. This translates to a standard 7.5-hour workday.

📝 Enhancement Note: The salary range is provided as an hourly rate for a contractor. The total annual compensation can be estimated based on 2,000 hours at the upper end of the range ($100/hour * 2000 hours = $200,000 CAD annually), or at the lower end ($80/hour * 2000 hours = $160,000 CAD annually). The requirement to work during Alberta business hours, regardless of the candidate's physical location within Canada, is a critical scheduling constraint.

🎯 Team & Company Context

🏢 Company Culture

Industry: Technology / Software Development / Government Consulting. Aequilibrium specializes in modernizing complex enterprise systems, with a significant focus on public sector digital transformation.

Company Size: Aequilibrium is a growing company, likely falling into the small to medium-sized business category (50-200 employees based on typical tech consulting firms). This size often allows for a more agile and collaborative work environment, with direct impact potential for senior individuals.

Founded: Aequilibrium was founded in 2012, indicating a decade of experience in delivering technology solutions. This longevity suggests stability and a proven track record in the market.

Team Structure:

• The role operates within a cross-functional Agile delivery team, which typically includes Product Managers, Business Analysts, Developers (front-end and back-end), Architects, and Quality Assurance Testers.

• As a Senior Service and UX Designer, you will likely be the primary design authority within the team, reporting to a Design Lead or Program Manager, and collaborating closely with Product Management and Business Analysts on requirements and user needs.

• Close collaboration with government stakeholders is a key aspect, requiring effective communication and negotiation skills. Methodology:

• Agile Delivery: The team operates within an Agile framework, emphasizing iterative development, continuous feedback, and rapid adaptation.

• Human-Centered Design: The core methodology for this role, focusing on understanding user needs through research and translating them into intuitive and effective digital solutions.

• Service Design: A comprehensive approach to designing the entire user experience across all touchpoints and channels, not just the digital interface.

• Design Systems: A systematic approach to UI/UX design, using reusable components and guidelines to ensure consistency, efficiency, and scalability.

Company Website: http://www.aequilibrium.ca

📝 Enhancement Note: Aequilibrium's focus on "modernizing complex enterprise systems" and "public sector digital transformation" suggests a culture that values problem-solving, technical expertise, and a commitment to improving government services. The company's established presence since 2012 indicates a mature operational framework. The emphasis on Agile and human-centered design points to a forward-thinking, user-focused approach.

📈 Career & Growth Analysis

Operations Career Level: This is a Senior-level contractor role. It signifies a high degree of autonomy, responsibility, and specialized expertise required to lead design initiatives within a complex government digital transformation project. It's a position for an individual contributor who can operate independently and provide expert guidance.

Reporting Structure: The Senior Service and UX Designer will report to a Design Lead, Program Manager, or a similar senior figure within the project. They will work closely with Product Managers and Business Analysts on a day-to-day basis and collaborate with a diverse team of developers and QA specialists. Direct interaction with government stakeholders is also a key reporting and communication channel.

Operations Impact: The impact of this role is significant, directly influencing the modernization and effectiveness of critical government housing programs in Alberta. Successful design work will lead to improved citizen access to services, enhanced partner collaboration, increased operational efficiency for government staff, and a more positive user experience across all digital touchpoints. This role is crucial for the success of a multi-year digital modernization initiative, aiming to deliver tangible improvements to public services.

Growth Opportunities:

• Contract Extension: The primary growth opportunity is the potential for contract extensions, with two additional one-year terms available, offering long-term engagement.

• Skill Specialization: Deepen expertise in government digital transformation, Microsoft Dynamics 365, and advanced service design methodologies.

• Portfolio Expansion: Build a strong portfolio with high-impact government projects that can lead to future senior or lead roles in digital transformation.

• Leadership Experience: Gain experience leading design efforts within large-scale public sector initiatives, potentially paving the way for future design leadership positions.

• Industry Exposure: Develop a nuanced understanding of the unique challenges and opportunities within the Canadian public sector and government IT modernization.

📝 Enhancement Note: As a senior contractor role, career growth is less about traditional internal promotions and more about securing long-term engagements, expanding one's specialized skill set, and building a high-caliber portfolio. The potential for multi-year contracts on a significant government project is a major draw for experienced professionals.

🌐 Work Environment

Office Type: This is a fully remote role, meaning the primary work environment will be a home office setup. However, the "Alberta Business Hours" requirement indicates a need for dedicated work time during specific hours, regardless of the candidate's physical location within Canada.

Office Location(s): The role is remote within Canada. The project is focused on digital transformation for housing programs in Alberta, and the team operates during Alberta business hours.

Workspace Context:

• Remote Collaboration: The work environment will heavily rely on digital collaboration tools such as Figma, Miro, FigJam, Jira, and Confluence for communication, design, documentation, and project management.

• Agile Team Integration: Expect a dynamic, fast-paced environment where close collaboration with a cross-functional team is essential for iterative development and problem-solving.

• Government Stakeholder Interaction: Frequent engagement with government clients and stakeholders will require clear, professional, and persuasive communication.

• Dedicated Work Time: The requirement for Alberta business hours necessitates a structured home office setup that allows for focused work during those specific times.

Work Schedule: Full-time, approximately 2,000 hours annually, requiring availability during Alberta business hours (approx. 8:15 a.m. to 4:30 p.m. Mountain Time). This implies a standard 7.5-hour workday.

📝 Enhancement Note: The remote nature combined with strict "Alberta Business Hours" is a key characteristic. Candidates must be able to structure their day to be available and productive during these specific hours, which may require adjustments depending on their local time zone within Canada.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of your resume, location within Canada, availability, hourly rate, and summary of government experience.

• Portfolio Submission & Review: Candidates will be asked to provide specific examples of their work, which will be rigorously reviewed against the requirements for government digital transformation, service design, enterprise UX, and accessibility.

• Technical/Design Interview: Likely involving a discussion about your portfolio examples, design process, problem-solving approach, and technical proficiency with required tools. This may include a design challenge or a case study presentation.

• Stakeholder/Client Interview: An opportunity to assess your facilitation skills, ability to understand complex requirements, and cultural fit with the government client and Aequilibrium's team.

• Reference Checks: Confirmation of your experience and performance through client references.

Portfolio Review Tips:

• Structure Your Examples: For each of the requested examples (government digital transformation, human-centered service design, enterprise UX/design systems, citizen/partner-facing services), clearly outline:

  • Project Context: Briefly describe the client, the problem, and the project's goals.
  • Your Role & Contribution: Specify your exact responsibilities and contributions.
  • Methodology: Detail the research and design methods you used.
  • Deliverables: List the key artifacts you produced.
  • Outcomes & Impact: Quantify results and explain the positive impact of your work.

• Highlight Government Experience: Explicitly call out your experience with public sector clients, digital transformation projects, and understanding of government service delivery challenges.

• Showcase Accessibility: Clearly demonstrate how you've integrated WCAG 2.2 AA standards into your design process and final deliverables.

• Demonstrate Design System Expertise: Provide examples of your involvement in creating or maintaining design systems, component libraries, or design tokens.

• Be Concise and Clear: Focus on impactful details. Use visuals where appropriate (e.g., mockups, blueprints, diagrams) if submitting a formal portfolio document.

Challenge Preparation:

• Anticipate Design Challenges: Be prepared for a potential scenario-based design challenge that requires you to apply your user research, service design, and UX skills to a government-related problem.

• Practice Your Pitch: Rehearse presenting your portfolio examples, focusing on storytelling, clear articulation of your process, and highlighting quantifiable outcomes.

• Understand the Tools: Be ready to discuss your proficiency and specific use cases for Figma, Miro, FigJam, Jira, and Confluence.

• Government Context: Research current trends in Canadian government digital transformation and common challenges in public service delivery.

📝 Enhancement Note: The application process is highly detailed, requiring candidates to pre-prepare specific examples that function as a portfolio. The emphasis is on demonstrating practical experience and measurable outcomes, particularly within the government sector. Successful candidates will need to clearly articulate their process and impact.

🛠 Tools & Technology Stack

Primary Tools:

• Figma: Essential for all UI design, wireframing, prototyping, and collaboration. Expect to use it for creating detailed mockups, interactive prototypes, and design specifications.

• Miro/FigJam: Critical for collaborative activities such as brainstorming, workshop facilitation, journey mapping, service blueprinting, and information architecture diagramming.

• Jira: Used for Agile project management, tracking tasks, user stories, and sprints. Familiarity with its workflow and integration with design processes is key.

• Confluence: Essential for documentation, knowledge sharing, and team collaboration. Expect to find project documentation, design guidelines, and meeting notes here.

Analytics & Reporting:

• User Analytics Tools: While not explicitly listed, experience with tools like Google Analytics, Adobe Analytics, or specific government-facing analytics platforms would be beneficial for measuring user behavior and outcomes.

• Usability Metrics: Familiarity with collecting and interpreting usability metrics (e.g., task completion rates, error rates, SUS scores) to inform design decisions.

CRM & Automation:

• Microsoft Dynamics 365: A preferred skill. Experience with this platform for case management or citizen service delivery would be a significant advantage, indicating understanding of the underlying system.

• ServiceNow: Potentially used for IT service management or case management within a government context, though not explicitly mentioned.

📝 Enhancement Note: The explicit mention of Figma, Miro, FigJam, Jira, and Confluence highlights the core digital toolkit for this role. Proficiency in these tools is non-negotiable. The preference for Microsoft Dynamics 365 indicates that experience with large enterprise CRM/ERP systems, particularly in a government context, is highly valued.

👥 Team Culture & Values

Operations Values:

• User-Centricity: A fundamental value, ensuring that all design decisions are driven by a deep understanding of user needs and behaviors, especially for citizens and partners.

• Collaboration: A strong emphasis on teamwork and open communication within the Agile team and with government stakeholders to achieve shared goals.

• Excellence & Quality: A commitment to delivering high-quality, accessible, and effective digital solutions that meet rigorous government standards.

• Integrity & Accountability: Operating with transparency and taking ownership of design outcomes, particularly within the public sector context.

• Continuous Improvement: A dedication to iterative design, learning from data and feedback, and constantly seeking ways to enhance user experiences and service delivery.

Collaboration Style:

• Cross-Functional Integration: Seamless collaboration with product managers, business analysts, developers, and QA to ensure design is integrated throughout the entire product lifecycle.

• Iterative Design Process: Active participation in Agile ceremonies (stand-ups, sprint planning, reviews, retrospectives) to provide design input and adapt to evolving requirements.

• Open Feedback Culture: Encouraging and providing constructive feedback on designs and processes to foster a culture of learning and improvement.

• Stakeholder Engagement: Proactive and clear communication with government clients and internal stakeholders to manage expectations, gather insights, and build consensus.

📝 Enhancement Note: The culture likely reflects Aequilibrium's focus on delivering complex solutions with a user-first approach. The emphasis on collaboration within an Agile framework and with government stakeholders is paramount. Values such as integrity and excellence are particularly important given the public sector context.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Government Bureaucracy: Understanding and adapting to the unique procurement processes, decision-making structures, and stakeholder landscapes within government.

• Complex Legacy Systems: Integrating modern digital solutions with existing, often outdated, government IT infrastructure and platforms.

• Balancing Diverse Needs: Designing services that meet the requirements of citizens, internal government staff, and external partners, each with potentially conflicting needs.

• Ensuring Accessibility at Scale: Implementing WCAG 2.2 AA standards consistently across a broad range of digital services and applications.

• Remote Collaboration Dynamics: Maintaining strong team cohesion and effective communication within a fully remote, cross-functional team structure.

Learning & Development Opportunities:

• Specialized Government UX: Deepen expertise in designing for the public sector, understanding unique user needs and policy constraints.

• Microsoft Dynamics 365 Expertise: Gain hands-on experience with a major enterprise platform relevant to government and large organizations.

• Service Design Mastery: Refine advanced service design skills, including complex ecosystem mapping and blueprinting for large-scale initiatives.

• Digital Transformation Leadership: Contribute to a significant digital modernization project, providing valuable experience in leading change within a public sector context.

• Design System Governance: Enhance skills in establishing and maintaining robust design systems for enterprise-level applications.

📝 Enhancement Note: The challenges are inherent to large-scale government digital transformation projects. The growth opportunities are centered around developing specialized expertise within this niche and gaining experience on a high-profile, long-term initiative.

💡 Interview Preparation

Strategy Questions:

• "Describe a complex government digital transformation project you've worked on. What was your role, what were the biggest challenges, and how did you ensure user needs were met?"

• "How do you approach mapping a complex service ecosystem for a public sector client? Walk me through your process and the tools you use."

• "Discuss your experience with WCAG 2.2 AA standards. How do you ensure accessibility is integrated throughout the design and development process?"

• "Tell me about a time you had to facilitate a design workshop with diverse government stakeholders. How did you manage differing opinions and achieve consensus?"

• "How do you balance the needs of citizens, internal users, and external partners when designing a digital service?" Company & Culture Questions:

• "What do you know about Aequilibrium and our work in government digital transformation?"

• "How do you stay updated on best practices in UX design, service design, and accessibility?"

• "Describe your ideal remote work environment and how you ensure productivity and collaboration."

• "How do you approach working within an Agile team structure, and what is your experience with Jira and Confluence?" Portfolio Presentation Strategy:

• Storytelling: For each example, craft a compelling narrative that highlights the problem, your innovative solution, and the measurable impact.

• Process Focus: Clearly articulate your design process, emphasizing user research, iterative design, and how you incorporated feedback.

• Quantify Impact: Use data and metrics wherever possible to demonstrate the success of your designs (e.g., "increased task completion by 20%", "reduced support tickets by 15%").

• Highlight Government Context: For government examples, explain the specific challenges of the public sector and how your design addressed them.

• Tool Proficiency: Be ready to discuss how you used Figma, Miro, and FigJam to achieve project goals.

📝 Enhancement Note: Interview preparation should focus on demonstrating a deep understanding of service design, user research, and accessibility within the specific context of government digital transformation. Candidates should be prepared to discuss their experience with the required tools and their ability to work effectively in a remote, Agile environment.

📌 Application Steps

To apply for this operations position:

• Submit your application through the provided application link on the Aequilibrium Careers page.

• Tailor Your Resume: Ensure your resume clearly highlights your 10+ years of UX/UI/Service Design experience, with at least 5 years specifically in government or public sector digital transformation. Use keywords from the job description.

• Prepare Your Portfolio Examples: Compile the requested examples (government digital transformation, human-centered service design, enterprise UX/design systems, citizen/partner-facing services) with detailed descriptions of your contribution, methods, deliverables, and outcomes.

• Articulate Your Rate and Availability: Be ready to clearly state your hourly contract rate and confirm your availability to begin on November 2, 2026, and work full-time during Alberta business hours.

• Research Aequilibrium: Understand the company's mission, values, and recent projects, particularly their work in the public sector.

⚠️ 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.