Senior Service Designer

📍 Job Overview

Job Title: Senior Service Designer

Company: Alcohol and Gaming Commission of Ontario (AGCO)

Location: Toronto, ON, Canada

Job Type: Permanent, Full-Time

Category: Service Design / User Experience (UX) / Government Operations

Date Posted: May 06, 2026

Experience Level: 3+ Years Professional Experience

Remote Status: On-site

🚀 Role Summary

• Lead strategic service design initiatives to enhance the AGCO's service experience, focusing on Human-Centered Design principles.

• Conduct independent research, including user research (usability tests, focus groups, interviews) and environmental scans, to inform policy, program, and system design.

• Synthesize research findings to identify opportunities for continuous improvement and support data-driven decision-making in service delivery.

• Develop innovative solutions, analyses, and recommendations for existing and proposed service enhancements through collaboration with internal stakeholders and senior leadership.

• Facilitate service design workshops and create comprehensive documentation (personas, journey maps, service blueprints, wireframes) to support service transformation.

📝 Enhancement Note: This role is positioned within the "Communications and Service Experience Division / Service Strategy and Experience Branch," indicating a strong emphasis on customer-facing improvements and strategic operational alignment within a public sector regulatory body. The "Senior" title implies a need for leadership in design thinking and execution.

📈 Primary Responsibilities

• Initiate, plan, and conduct independent research, including user research (e.g., usability tests, focus groups, interviews), environmental scans, and best practice reviews, to inform AGCO service design.

• Synthesize research findings from internal and external sources to support problem framing and identify opportunities for continuous service experience improvement.

• Build relationships with AGCO service areas to explore and develop innovative strategies, solutions, and recommendations for service enhancements.

• Prepare written materials such as policies, procedures, communications, and training resources related to the AGCO service experience.

• Lead and facilitate service design workshops, collaborating with colleagues, customers, and stakeholders to identify and address service issues and opportunities.

• Leverage user research and data insights (transactional surveys, behavioral data, secondary research) to evaluate and enhance the user experience.

• Utilize service design tools such as personas, journey mapping, user stories, service blueprints, and affinity mapping to articulate and evaluate service delivery models.

• Produce high-quality documentation, including wireframes, personas, user flows, navigation schemas, requirements documentation, and site maps, to support implementation.

• Plan, develop, design, and implement priority service initiatives and programs.

• Manage and lead work packages and key elements of corporate projects, overseeing project teams and staff involved in deliverables.

• Investigate and analyze service issues to provide advice, root cause analysis, and solutions that improve processes and prevent recurring issues.

• Analyze service complaints, trends, and issues to assess their impact on current service delivery and inform future policies, programs, and strategies.

📝 Enhancement Note: The responsibilities highlight a blend of strategic design thinking, hands-on research and analysis, stakeholder management, and project leadership. The emphasis on public sector context means that considerations for policy, regulation, and public interest will be integral to the service design process.

🎓 Skills & Qualifications

Education: University degree in a related field (e.g., Design, Psychology, Public Policy, Business Administration) with a demonstrated ability to conduct research and synthesize findings.

Experience: At least 3 years of professional experience in service design, customer service optimization, project management, program development, or public policy development, preferably within public service or customer/user service delivery contexts.

Required Skills:

• Practical knowledge and extensive experience using service design tools and methodologies, including:

  • User research (usability testing, focus groups, interviews)
  • Persona development
  • Journey mapping
  • Service blueprinting
  • Affinity mapping
  • User stories
  • Prototyping and design

• Strong facilitation and collaboration skills for assessing service needs, gathering requirements (virtually via Miro and in person), and implementing service improvements.

• Proven ability to build and maintain strong relationships with colleagues, clients, and key stakeholders.

• Extensive experience working with senior management, external stakeholders, and partners to influence and drive successful outcomes.

• Competence in interpreting user research and leveraging user testing and data insights to inform design decisions.

• Proficiency in creating high-fidelity mock-ups and prototypes using design software such as Figma or similar.

• Advanced computer skills in research and data analysis using MS Office Suite (Word, Excel, PowerPoint), spreadsheets, databases, visualization tools, and statistical software.

• Experience with User Experience (UX) writing to enhance service communications and user interfaces.

• Ability to initiate, plan, and conduct independent research, including environmental scans and best practice reviews.

• Strong critical thinking and problem-solving abilities to analyze complex challenges and develop innovative solutions.

Preferred Skills:

• Familiarity with systems thinking, information architecture, and design systems to support innovative service solutions.

• Familiarity with UX writing principles for improving AGCO's service communications and user interfaces (this is listed as both required and nice-to-have, suggesting a deeper dive is preferred).

📝 Enhancement Note: The requirements emphasize a strong foundation in service design methodologies and tools, coupled with practical experience in a public sector or highly regulated environment. The explicit mention of Miro and Figma points to specific collaboration and design software proficiencies.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Demonstrations of end-to-end service design projects, showcasing the application of Human-Centered Design principles.

• Case studies detailing the research methodologies used (user interviews, usability testing, surveys) and how findings informed design decisions.

• Examples of key service design deliverables such as personas, journey maps, service blueprints, user flows, wireframes, and prototypes.

• Evidence of collaboration with cross-functional teams and stakeholders to develop and implement service improvements.

• Documentation of problem-solving approaches and the impact of designed solutions on user experience and service efficiency.

Process Documentation:

• Experience in documenting service design processes, including research plans, workshop outputs, and design specifications.

• Ability to create policies, procedures, communications, and training materials related to service improvements.

• Capacity to analyze service issues and document root cause analyses and proposed solutions.

• Experience in developing requirements documentation and site maps to guide implementation.

📝 Enhancement Note: A strong portfolio is crucial for demonstrating practical application of service design skills. Candidates should be prepared to walk through their process, highlight their contributions, and articulate the impact of their work, especially within a public sector context where efficiency and public interest are key.

💵 Compensation & Benefits

Salary Range: $103,518 to $129,393 CAD per year.

Benefits:

• Defined benefit pension plans to secure your financial future.

• Comprehensive health, dental, and vision plans, with 100% employer-paid premiums.

• Generous time-off policy, including 2 volunteer days.

• Well-being credits to support gym memberships, therapy, financial planning, and more.

• Employer-paid parental leave top-up.

• Professional development opportunities, including access to training programs, leadership resources, and reimbursement for professional memberships.

• 24/7 confidential support through an Employee Assistance Program (EAP).

• Paid onsite parking.

Working Hours: Standard full-time hours, likely 35-40 hours per week, with the role being on-site in Toronto.

📝 Enhancement Note: The salary range is specific and falls within the typical compensation for a senior-level design professional in a public sector organization in a major Canadian city like Toronto. The benefits package is robust, reflecting the AGCO's commitment to employee well-being and long-term financial security.

🎯 Team & Company Context

🏢 Company Culture

Industry: Government & Public Sector (specifically, regulatory agency for alcohol, gaming, horse racing, and private retail cannabis sectors).

Company Size: The AGCO is a provincial agency, typically implying a medium to large organization with established departments and processes.

Founded: The AGCO was established in 1997, indicating a mature organization with a history of regulatory operations.

Team Structure:

• The role is within the "Communications and Service Experience Division / Service Strategy and Experience Branch." This suggests a team focused on enhancing how the AGCO interacts with its stakeholders and the public.

• The team likely comprises professionals in service design, user experience, communications, and strategy, working collaboratively to improve service delivery.

Methodology:

• The AGCO emphasizes a Human-Centered Design approach, focusing on user research, data analysis, and stakeholder collaboration to drive service improvements.

• The organization values innovation, integrity, and public interest in its regulatory functions, which will translate into its approach to service design.

• A data-driven approach is expected, leveraging research findings and performance metrics to inform strategic decisions and measure the impact of service enhancements.

Company Website: https://www.agco.ca/

📝 Enhancement Note: AGCO's recognition as "Greater Toronto's Top Employers" highlights a commitment to a positive and supportive work environment, emphasizing employee well-being, work-life balance, and professional growth, which is a significant cultural differentiator for a government agency.

📈 Career & Growth Analysis

Operations Career Level: This role is classified as "Senior," indicating a position of significant responsibility and expertise. It suggests leadership in service design strategy, execution, and mentorship, with a focus on driving impactful change within the organization's service offerings.

Reporting Structure: The role reports within the "Service Strategy and Experience Branch," likely to a Manager or Director of Service Design or Experience. You will collaborate extensively with various AGCO divisions, project management teams, and senior leadership.

Operations Impact: The Senior Service Designer plays a critical role in shaping how the AGCO interacts with its regulated industries and the public. By improving service design, this role directly impacts the efficiency, accessibility, and effectiveness of AGCO's regulatory functions, contributing to public trust and operational excellence.

Growth Opportunities:

• Specialization: Deepen expertise in specific areas of service design, such as complex public policy service design, digital transformation for regulatory bodies, or advanced user research methodologies.

• Leadership: Progress into management roles within the Service Strategy and Experience Branch, leading teams of designers and strategists, or taking on more significant project leadership responsibilities.

• Cross-Functional Impact: Expand influence across different AGCO divisions, contributing to broader organizational transformation initiatives beyond service design.

• Professional Development: Utilize provided training programs, workshops, and reimbursement for professional memberships to stay current with service design trends and best practices.

📝 Enhancement Note: The "Pay Level 10" designation suggests a formal career progression path within the Ontario Public Service, offering structured opportunities for advancement and salary increases based on performance and experience.

🌐 Work Environment

Office Type: The role is explicitly stated as "In-Office" at the Head Office in Toronto. This indicates a traditional, collaborative office environment.

Office Location(s): Head Office, Toronto, ON. The description mentions convenient, central location near the subway line with paid onsite parking available, facilitating easy access for employees.

Workspace Context:

• The office environment is likely conducive to collaboration, with spaces for workshops, meetings, and focused design work.

• Access to necessary tools and technology, including design software (Figma), collaboration platforms (Miro), and standard office productivity suites (MS Office), is expected.

• Opportunities for direct interaction with colleagues, stakeholders, and senior leadership will be frequent, fostering a dynamic and communicative work culture.

Work Schedule: The position is Full-Time, Permanent, with standard working hours. Given the "in-office" requirement and the nature of public service, a structured work schedule is anticipated, though the AGCO's recognition for work-life balance may suggest some flexibility in daily start/end times.

📝 Enhancement Note: The emphasis on an in-office environment suggests that in-person collaboration and team interaction are highly valued for this role, crucial for the success of service design workshops and stakeholder engagement.

📄 Application & Portfolio Review Process

Interview Process:

• Application Screening: Initial review of resumes and portfolios against stated requirements.

• Initial Interview: Likely a behavioral and skills-based interview focusing on experience in service design, user research, and problem-solving. Be prepared to discuss specific projects and methodologies.

• Portfolio Presentation/Case Study: A core component will involve presenting a selected project from your portfolio. This will showcase your design process, problem-solving approach, and the impact of your work. Prepare to discuss your role, challenges, and outcomes.

• Second Interview/Panel Interview: May involve meeting with team members, cross-functional stakeholders, or senior leadership. Focus on collaboration style, strategic thinking, and alignment with AGCO's values and mission.

• Background Check: Successful candidates will undergo a criminal background check.

Portfolio Review Tips:

• Curate Strategically: Select 2-3 diverse projects that best demonstrate your capabilities in Human-Centered Design, research, and tangible outcomes. Prioritize projects with clear problem statements, robust methodologies, and measurable results.

• Structure Your Narrative: For each project, clearly outline: the problem/challenge, your role and responsibilities, the methodology employed, key insights derived, design solutions, and the impact/outcomes achieved.

• Highlight Collaboration: Showcase how you worked with stakeholders, users, and teams. Emphasize your facilitation skills and ability to synthesize diverse input.

• Demonstrate Tool Proficiency: Visually present your work using tools like Figma, Miro, service blueprints, journey maps, and wireframes. Explain your tool choices and how they supported the design process.

• Quantify Impact: Where possible, use metrics or qualitative feedback to demonstrate the success of your service design interventions. Focus on improvements in user satisfaction, efficiency, or accessibility.

• Tailor to AGCO: Briefly explain how your experience and approach align with the AGCO's mission and the public sector context.

Challenge Preparation:

• Service Design Exercise: You might be asked to analyze a hypothetical service scenario or problem, outlining your approach to research, design, and solution development within a given timeframe.

• Stakeholder Management Scenarios: Be ready to discuss how you would handle conflicting stakeholder priorities or gain buy-in for a proposed service design.

• Research Synthesis: Prepare to discuss how you would synthesize complex research data into actionable design insights.

📝 Enhancement Note: Given the public sector nature and the emphasis on collaboration, expect interview questions that probe your ability to navigate organizational structures, communicate complex ideas clearly, and demonstrate empathy for diverse user groups and stakeholders.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Prototyping: Figma (explicitly mentioned for mock-ups and prototypes).

• Collaboration & Whiteboarding: Miro (explicitly mentioned for virtual collaboration).

• Service Design Specific: Tools for personas, journey mapping, service blueprints, user stories, affinity mapping (candidates are expected to be proficient in these concepts, using various software or templates).

• Wireframing Tools: Various options may be used, not specified but implied by the documentation requirements.

Analytics & Reporting:

• MS Office Suite (Word, Excel, PowerPoint) for documentation and data analysis.

• Spreadsheets and databases for data management.

• Visualization tools (e.g., Tableau, Power BI, or built-in features in Excel) for presenting data insights.

• Statistical software for advanced data analysis.

CRM & Automation: While not explicitly mentioned, familiarity with CRM systems or workflow automation tools might be beneficial for understanding end-to-end service processes, though not a primary requirement for this role.

📝 Enhancement Note: Proficiency in Figma and Miro is a direct requirement. The broader requirements for data analysis and research suggest that candidates should be comfortable with a range of digital tools for data manipulation, visualization, and presentation, in addition to core design software.

👥 Team Culture & Values

Operations Values:

• Integrity and Honesty: Central to the AGCO's mission as a regulatory body; this translates to ethical design practices and transparent communication.

• Public Interest: All service design initiatives should ultimately serve the public interest by ensuring fair, effective, and accessible regulatory processes.

• Innovation: Encouraged to find new and better ways to deliver services and improve the user experience.

• Collaboration: Emphasized through cross-functional teamwork, stakeholder engagement, and shared responsibility for service excellence.

• Respect and Inclusivity: AGCO is committed to building a diverse, inclusive, and respectful workplace. This value should permeate all design considerations, ensuring services are accessible and equitable.

Collaboration Style:

• Cross-functional Integration: A strong emphasis on working with different AGCO divisions, branches, and service areas to understand their needs and co-create solutions.

• Stakeholder Engagement: Proactive and continuous engagement with senior management, external stakeholders, and customer-facing teams to gather input, build consensus, and drive adoption of new service designs.

• Workshop Facilitation: Leading interactive sessions to foster collaborative problem-solving and idea generation among diverse groups.

• Data-Driven Discussions: Utilizing research findings and data insights to inform discussions and decisions, fostering a culture of evidence-based improvements.

📝 Enhancement Note: The AGCO's stated commitment to equity and diversity is a key cultural aspect. Candidates should be prepared to discuss how they incorporate inclusive design principles and contribute to an equitable workplace.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Public Sector Bureaucracy: Working within a large, established government agency may involve longer decision-making cycles and adherence to specific procurement and policy frameworks.

• Balancing Diverse Stakeholder Needs: Managing expectations and integrating feedback from various internal departments, regulated industries, and the public, each with potentially conflicting priorities.

• Driving Transformation: Championing new service design methodologies and fostering a culture of continuous improvement within a potentially traditional organizational structure.

• Measuring Impact in Public Service: Defining and quantifying the success of service design initiatives in terms of public interest, regulatory effectiveness, and user satisfaction, which can be more complex than in commercial settings.

Learning & Development Opportunities:

• Specialized Training: Access to professional development programs focusing on advanced service design techniques, public policy development, or digital transformation within government.

• Mentorship: Opportunities to learn from experienced leaders within the AGCO's Service Strategy and Experience Branch and other senior stakeholders.

• Industry Exposure: Engaging with professionals across different AGCO-regulated sectors to understand unique service delivery challenges and opportunities.

• Leadership Development: Potential to take on project leadership roles, manage work packages, and develop skills in team management and strategic planning.

📝 Enhancement Note: The challenges are typical for a senior role in a public sector organization. The growth opportunities are well-supported by the AGCO's stated commitment to professional development and its position as a leader in employee well-being.

💡 Interview Preparation

Strategy Questions:

• "Describe a complex service design challenge you faced in a previous role and how you approached it using Human-Centered Design principles. What was the outcome?" (Tests problem-solving, methodology, and impact assessment).

• "How would you approach designing a new digital service for a regulated industry, considering both user needs and regulatory compliance?" (Tests strategic thinking, understanding of constraints, and design process).

• "Walk us through a service blueprint you've created. What insights did it reveal, and how did it influence subsequent design decisions?" (Tests practical application of key tools and analytical skills).

Company & Culture Questions:

• "Why are you interested in working for the AGCO, and how do your values align with our mission to regulate in the public interest?" (Tests motivation and cultural fit).

• "How would you foster collaboration and gain buy-in from different AGCO departments for a new service initiative?" (Tests stakeholder management and communication skills).

Portfolio Presentation Strategy:

• Tell a Story: Frame your portfolio projects as compelling narratives with a clear beginning (problem), middle (process/solution), and end (impact).

• Focus on "Why": Explain the rationale behind your design choices, research methods, and tool selections.

• Show, Don't Just Tell: Use visuals (wireframes, journey maps, prototypes) to illustrate your work effectively.

• Be Ready for Deep Dives: Anticipate questions about specific project details, challenges encountered, and lessons learned.

• Connect to AGCO: Briefly articulate how your past experiences and design philosophy can benefit the AGCO and its stakeholders.

📝 Enhancement Note: The interview process will likely assess not only technical service design skills but also strategic thinking, collaboration abilities, and alignment with the public sector's mandate and the AGCO's specific values. Be prepared to discuss your experience with relevant tools like Figma and Miro in detail.

📌 Application Steps

To apply for this Senior Service Designer position:

• Submit your application through the provided Applicant Tracking System link.

• Portfolio Customization: Select 2-3 key service design projects that best showcase your Human-Centered Design expertise, research capabilities, and impact. Tailor your presentation to highlight how these projects align with public sector needs and the AGCO's mission.

• Resume Optimization: Ensure your resume clearly articulates your 3+ years of relevant experience, highlighting specific service design methodologies, tools (Figma, Miro), and achievements in improving user experiences or service delivery. Use keywords from the job description.

• Interview Preparation: Practice articulating your design process and project outcomes. Prepare to discuss your experience with user research, stakeholder management, and problem-solving, with specific examples. Be ready to present your portfolio.

• Company Research: Familiarize yourself with the AGCO's mandate, the industries it regulates, and its commitment to public interest and employee well-being. Understand the "Communications and Service Experience Division" and its strategic goals.

⚠️ 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.