Senior Service Designer

📍 Job Overview

Job Title: Senior Service Designer

Company: Intact FC

Location: Montréal, Quebec, Canada (Hybrid) | Toronto, Ontario, Canada (Hybrid) | Laval, Quebec, Canada (Hybrid) | Calgary, Alberta, Canada (Hybrid)

Job Type: Full time

Category: Service Design / Employee Experience Operations

Date Posted: September 10, 2026

Experience Level: 7+ Years

Remote Status: Hybrid

🚀 Role Summary

• Drive the design and strategy for employee experiences across the IT Services Portfolio, enterprise platforms, and transformation initiatives.

• Translate operating model evolution and user needs into actionable journeys, intelligent workflows, and adoption strategies.

• Focus on engineering simplified services and workflows to enhance outcomes and scalability across various enterprise solutions.

• Establish design standards, service patterns, and governance to support sustainable digital transformation efforts.

📝 Enhancement Note: This role is positioned within an operations-centric framework, focusing on the "how" of service delivery and employee experience optimization rather than pure UX research or visual design. The emphasis on "IT Services Portfolio," "enterprise platforms," and "transformation initiatives" indicates a need for strong process thinking and an understanding of how design impacts operational efficiency and business outcomes. The role is critical for ensuring that technology solutions effectively serve employees and contribute to the company's overall operational objectives.

📈 Primary Responsibilities

• Define and lead the experience and enablement strategy for the IT Services Portfolio, aligning with broader transformation priorities and business objectives.

• Translate future-state operating model objectives into tangible experience principles, comprehensive end-to-end journeys, detailed service blueprints, intelligent workflow designs, robust adoption strategies, and actionable delivery roadmaps.

• Engineer simplified services and workflows that systematically reduce friction, measurably improve employee and service outcomes, and scale effectively across enterprise platforms, automation initiatives, AIOps solutions, and Digital Workplace environments.

• Establish and maintain reusable design standards, service patterns, governance practices, and enablement assets that foster sustainable transformation and consistent user experiences.

• Design accessible, end-to-end employee experiences, producing all necessary artifacts to guide successful delivery and implementation by development teams.

• Ensure all designed solutions rigorously adhere to usability, accessibility standards (e.g., WCAG), and overall design quality benchmarks.

• Collaborate closely with delivery teams to meticulously preserve design intent throughout the entire implementation lifecycle, ensuring fidelity from concept to deployment.

• Conduct user research activities, including interviews, workshops, journey mapping sessions, and usability testing, to accurately identify user needs, pain points, and opportunities for improvement.

• Leverage user feedback, behavioral insights, and key performance data to validate design hypotheses, drive iterative improvements, and enhance user adoption and overall satisfaction metrics.

• Partner proactively with business stakeholders, product managers, enterprise architects, and delivery leaders to embed user-centered design principles and practices throughout the discovery, prioritization, and execution phases of projects.

• Align experience investments and strategic solution decisions with defined portfolio priorities and clearly articulated, measurable business and service outcomes.

• Develop comprehensive enablement approaches and training materials designed to increase user adoption, promote self-service capabilities, and drive sustained positive behavior change within the employee base.

• Define key success measures and craft compelling value narratives that clearly demonstrate the tangible impact of service design initiatives on employees, services, and overall business performance.

📝 Enhancement Note: The responsibilities highlight a strategic and operational focus. The Senior Service Designer is expected to not only design experiences but also to define the strategy, governance, and enablement mechanisms that ensure these designs are successfully implemented, adopted, and drive measurable business value. This involves a deep understanding of IT service management, enterprise architecture, and change management principles.

🎓 Skills & Qualifications

Education: While no specific degree is mandated, a strong foundation in design thinking, user-centered design principles, or related fields is implied. Formal training in Business Architecture or ITIL 4/5 certifications are considered assets.

Experience: 7+ years of progressive experience in product design, service design, product experience, digital transformation, journey and service engineering, or enterprise enablement.

Required Skills:

• Proven expertise in developing comprehensive experience strategies for IT service portfolios and enterprise platforms.

• Demonstrated ability to translate complex operating model objectives into actionable design artifacts (journeys, blueprints, workflows).

• Strong portfolio showcasing experience strategy, journey transformation, service blueprinting, intelligent workflow design, and quantifiable business impact.

• Proven track record of connecting business outcomes, operating model changes, technology platforms, and user needs from strategy through execution.

• Proficiency in user research methodologies, including interviews, workshops, journey mapping, and usability testing.

• Experience in designing for accessibility and ensuring solutions meet usability and design quality standards.

• Ability to collaborate effectively with cross-functional teams (business, product, architecture, delivery) to embed user-centered design.

• Skill in developing enablement approaches and value narratives that drive adoption and demonstrate business impact.

• Eligibility to work in Canada. Preferred Skills:

• Experience with enterprise applications, employee experience platforms, automation, AI-enabled services, or digital workplace environments.

• ITIL 4 or 5 certification or a strong understanding of modern IT Service Management (ITSM) practices.

• Proficiency with AI concepts, tools, and their application in service or workflow design.

• Business Architecture experience or formal training.

• Bilingualism (English and French) is required for candidates located in Quebec.

📝 Enhancement Note: The experience requirement is substantial, indicating a need for a candidate who can operate independently and strategically. The "asset" skills point towards a preference for individuals with a strong understanding of IT operations frameworks like ITIL and emerging technologies like AI, which are increasingly integrated into service design for operational efficiency.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• A robust portfolio is mandatory, demonstrating a strong strategic approach to experience strategy and journey transformation.

• Must include detailed examples of service blueprinting, showcasing the end-to-end service delivery process from the user's perspective.

• Showcase designs for intelligent workflows, illustrating how technology and process are integrated to automate and streamline tasks.

• Provide clear evidence of measurable business impact, quantifying the results of previous service design initiatives (e.g., reduced friction, improved adoption, cost savings, enhanced employee satisfaction). Process Documentation:

• Ability to document and standardize service design processes, including design thinking methodologies, user research protocols, and workflow mapping techniques.

• Experience in creating and maintaining service blueprints and journey maps as key documentation artifacts for cross-functional teams.

• Proficiency in defining processes for user feedback collection, performance data analysis, and iterative design improvements to ensure continuous service optimization.

📝 Enhancement Note: The emphasis on a "strong portfolio" with specific deliverables like "service blueprinting" and "intelligent workflow design" underscores the operational and implementation-focused nature of this role. Candidates are expected to not just conceptualize but also document and demonstrate how their designs translate into functional, efficient services.

💵 Compensation & Benefits

Salary Range: $94,200 - $115,200 CAD annually (based on a 35-hour workweek).

Benefits:

• Flexible work arrangements and a hybrid work model to support work-life balance.

• Opportunity to purchase up to 5 extra days off per year.

• Comprehensive benefits package supporting physical and mental well-being, including telemedicine and a Wellness Account.

• Share plan and Employee Share Purchase Plan (ESPP), with Intact matching 50% of net shares, offering potential for significant wealth accumulation.

• Defined benefit pension plan providing guaranteed income for life, a notable long-term security benefit.

Working Hours: 35 hours per week. While a standard workweek is defined, the hybrid model and focus on outcomes suggest potential flexibility in scheduling for operations-related tasks and analysis.

📝 Enhancement Note: The salary range is presented as a benchmark, with the company encouraging applications from candidates outside this range based on qualifications. The comprehensive benefits, particularly the defined benefit pension plan and ESPP matching, indicate a strong commitment to employee long-term financial security and reward, which is attractive for experienced professionals in operational roles.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Services (Insurance). Intact FC operates within a highly regulated and competitive industry where operational efficiency, customer trust, and robust risk management are paramount. This context means that service design must prioritize security, compliance, and seamless employee experiences that support business resilience.

Company Size: Large Enterprise. Intact FC is a significant player in the financial services sector. This size implies complex organizational structures, a wide array of enterprise platforms, and a substantial employee base, all of which present opportunities and challenges for service design in optimizing internal operations and employee experiences.

Founded: The company's founding date is not specified, but its established presence in the industry suggests a mature organization with established processes and a culture that is likely evolving towards greater agility and digital transformation.

Team Structure:

• The role is part of a growing team focused on Service Design and Employee Experience within the IT Services Portfolio.

• While specific reporting lines are not detailed, the "Senior" title suggests potential for mentorship and collaboration with more junior designers, and likely reporting to a manager or director overseeing experience design or IT operations strategy.

• Cross-functional collaboration is a core aspect, involving close partnerships with business leaders, product management, enterprise architecture, IT delivery teams, and potentially HR or other employee-facing departments. Methodology:

• Data-driven decision-making is expected, utilizing user feedback, behavioral insights, and performance data to validate designs and measure impact.

• Workflow planning and optimization are central, focusing on engineering simplified services and intelligent workflows to enhance efficiency and reduce friction.

• Automation and efficiency practices are key, with an emphasis on leveraging technology (including AI) to scale services and improve employee self-service capabilities.

Company Website: https://www.intactfc.com/

📝 Enhancement Note: The company's industry and size suggest that this role will involve navigating complex organizational dynamics and a strong focus on operational excellence and compliance. The "growing team" aspect implies an opportunity to shape processes and contribute to the evolution of service design within Intact FC.

📈 Career & Growth Analysis

Operations Career Level: Senior Individual Contributor. This role represents a senior-level position focused on specialized design and strategy within the operations domain. It requires deep expertise in service design principles and their application to enterprise employee experiences.

Reporting Structure: Likely reports to a Director or VP of IT Services, Digital Transformation, or Employee Experience. This position will collaborate extensively with peers in product management, architecture, and IT delivery, acting as a key driver of operational improvements through design.

Operations Impact: The Senior Service Designer has a direct impact on operational efficiency by creating streamlined, user-friendly internal processes and platforms. By improving employee experiences, the role contributes to increased productivity, better adoption of IT services, reduced support costs, and ultimately, enhanced business outcomes and resilience.

Growth Opportunities:

• Skill Specialization: Deepen expertise in specific areas like AI-driven service design, advanced journey mapping techniques, or enterprise-wide enablement strategies.

• Leadership Development: Transition into a team lead or management role overseeing a service design or employee experience function, mentoring junior designers, and shaping team strategy.

• Strategic Influence: Move into broader roles within digital transformation, business architecture, or IT strategy, leveraging design expertise to influence organizational change and operational direction.

• Industry Recognition: Contribute to industry best practices through speaking engagements or publications, building personal brand and thought leadership in service design and employee experience operations.

📝 Enhancement Note: This role offers a clear path for growth within specialized design and operations leadership. The emphasis on strategic impact and cross-functional influence suggests that successful candidates can leverage this position as a springboard for broader organizational roles in transformation and strategy.

🌐 Work Environment

Office Type: Hybrid Work Model. Employees are expected to work from a designated office location some days of the week, with the flexibility to work remotely for the remainder. This model aims to balance in-person collaboration with individual focus time.

Office Location(s): The role is available in Montréal (Quebec), Toronto (Ontario), Laval (Quebec), and Calgary (Alberta), Canada. Specific office details and accessibility information would be provided upon inquiry or during the interview process.

Workspace Context:

• The workspace is designed to foster collaboration, with opportunities for team members to connect, brainstorm, and co-create, particularly during in-office days.

• Access to modern operations tools and technology is implied, supporting the design, documentation, and implementation of sophisticated employee experiences and workflows.

• The environment encourages interaction with diverse stakeholders across various departments, facilitating a holistic understanding of business needs and operational challenges.

Work Schedule: A standard 35-hour workweek is outlined. The hybrid nature and focus on outcomes suggest that while core hours exist, there may be flexibility in how and when work is completed, particularly for tasks requiring deep concentration or analysis, fitting well with operational data review and process mapping.

📝 Enhancement Note: The hybrid model is standard for large enterprises, offering a blend of in-office collaboration and remote flexibility. Candidates should be prepared for a structured approach to hybrid work, balancing team engagement with individual productivity needs.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of your resume and portfolio by a recruiter to assess alignment with core requirements.

• Hiring Manager Interview: Discussion focused on your experience, approach to service design, and understanding of employee experience within an enterprise context. Be prepared to articulate your design philosophy and how you measure success.

• Portfolio Presentation & Case Study: A key stage where you will present your portfolio, likely focusing on 1-2 key projects that demonstrate your strategic thinking, journey transformation capabilities, and impact on business outcomes. Expect to walk through your process, challenges, and results.

• Cross-functional/Team Interviews: Interviews with peers from product, architecture, or delivery teams to assess collaboration style, technical understanding, and cultural fit.

• Final Interview: Potentially with a senior leader to discuss strategic alignment and overall fit within the organization's vision.

Portfolio Review Tips:

• Curate Strategically: Select projects that best showcase your ability to design end-to-end employee journeys, implement intelligent workflows, and drive measurable operational improvements. Prioritize projects with clear business impact.

• Tell a Story: For each project, clearly articulate the problem statement, your role, the design process, key decisions, challenges faced, and quantifiable outcomes. Focus on the "why" behind your design choices.

• Showcase Process Artifacts: Include examples of service blueprints, journey maps, workflow diagrams, user research insights, and any data used for validation or measurement.

• Highlight Operational Impact: Emphasize how your designs improved efficiency, reduced friction, increased adoption, or contributed to broader business objectives. Use metrics wherever possible.

• Tailor to Intact: Research Intact FC's business and values. If possible, tailor your presentation to highlight how your skills can address their specific challenges in financial services and employee experience.

Challenge Preparation:

• Operational Scenario: Be prepared for a hypothetical challenge or case study that requires you to design a service or workflow for a common employee pain point within a large enterprise. Focus on your problem-solving approach, user-centricity, and consideration of scalability and adoption.

• Process Mapping: You might be asked to outline the steps involved in designing a specific employee journey or optimizing an existing workflow. Demonstrate your understanding of structured design processes.

• Stakeholder Communication: Practice articulating complex design concepts and their business value clearly and concisely to both technical and non-technical audiences.

📝 Enhancement Note: The interview process emphasizes practical application of design skills and the ability to demonstrate tangible impact. A well-prepared portfolio that clearly articulates a strategic and process-oriented approach will be critical for success.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Prototyping: Tools such as Figma, Sketch, Adobe XD, Miro, or similar platforms for creating journey maps, service blueprints, wireframes, and prototypes.

• User Research & Testing: Platforms for conducting user interviews, surveys, and usability testing (e.g., UserTesting.com, SurveyMonkey, Typeform).

• Collaboration & Documentation: Tools like Confluence, Jira, Microsoft Teams, or SharePoint for team collaboration, documentation, and project management.

Analytics & Reporting:

• Data Analysis Tools: Proficiency with tools that allow for the analysis of user behavior and performance data (e.g., Google Analytics, Adobe Analytics, Power BI, Tableau, or internal BI tools).

• Reporting Dashboards: Experience in creating or interpreting dashboards that track key performance indicators (KPIs) related to user adoption, service efficiency, and employee satisfaction.

CRM & Automation:

• CRM Systems: Familiarity with CRM platforms (e.g., Salesforce, Microsoft Dynamics) may be beneficial for understanding how employee or customer data is managed, though not directly required for this role.

• Workflow Automation Tools: Exposure to or understanding of workflow automation principles and tools (e.g., Zapier, Power Automate, or enterprise-level BPM tools) is advantageous for designing intelligent workflows.

• Integration Tools: Awareness of how different systems integrate to create seamless user experiences, even if not directly configuring integrations.

📝 Enhancement Note: While specific tool requirements are not listed, the role implies a need for proficiency in standard design and collaboration tools. Experience with data analysis and an understanding of workflow automation are crucial for designing effective, measurable, and scalable employee experiences within an enterprise IT environment.

👥 Team Culture & Values

Operations Values:

• Respect: Fostering an inclusive workplace where diverse perspectives are valued and contribute to stronger, more equitable employee experiences and operational solutions.

• Do Your Best Work: Commitment to high-quality design and a drive for continuous improvement in service delivery and operational efficiency.

• Open to Change: Embracing new technologies, methodologies, and evolving business needs to ensure service designs remain relevant and effective.

• Invest in Your Career: Encouraging continuous learning and professional development in service design, user experience, and related operational disciplines.

Collaboration Style:

• Team-Oriented: Emphasis on "Win As A Team," promoting collaborative problem-solving and shared success across departments.

• Cross-Functional Integration: Actively working with business, product, architecture, and delivery leaders to ensure alignment and embed user-centered design throughout the project lifecycle.

• Feedback Exchange: A culture that encourages open feedback on designs and processes to drive iterative improvements and maintain high standards.

• Knowledge Sharing: Practices that promote the sharing of best practices, design patterns, and lessons learned across the team and broader organization.

📝 Enhancement Note: The company's stated values are integrated into the operational context, emphasizing collaboration, continuous improvement, and inclusivity. This suggests a work environment where contributing to team success and adapting to change are highly valued.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Enterprise Complexity: Working within a large organization with established processes and diverse stakeholder needs requires strong negotiation, communication, and change management skills to implement new design standards and workflows.

• Balancing User Needs with Business Constraints: Ensuring that employee experience designs are both user-centric and align with IT service portfolio priorities, budget, and technical feasibility.

• Driving Adoption of New Services/Workflows: Overcoming user inertia and resistance to change by developing effective enablement strategies and demonstrating clear value.

• Measuring and Demonstrating ROI: Quantifying the impact of service design initiatives on operational efficiency, employee productivity, and business outcomes can be challenging but is critical for securing buy-in and resources.

Learning & Development Opportunities:

• Operations Skill Advancement: Opportunities to deepen expertise in IT Service Management (ITSM) frameworks like ITIL, AIOps, and Digital Workplace strategies through certifications and project work.

• Industry Conferences & Training: Access to relevant conferences, workshops, and online courses focused on service design, UX, digital transformation, and enterprise enablement.

• Mentorship & Leadership: Potential for mentorship from senior leaders and opportunities to develop leadership skills by guiding junior designers and leading strategic initiatives.

📝 Enhancement Note: The challenges presented are typical for senior roles in large enterprises, requiring strategic thinking and strong interpersonal skills. The growth opportunities are geared towards expanding expertise in both design and operational leadership.

💡 Interview Preparation

Strategy Questions:

• "Describe your process for defining an experience strategy for an IT Services Portfolio. How do you ensure alignment with business objectives and operating model changes?" (Focus on strategic thinking, portfolio alignment, and outcome-driven design).

• "Walk me through a time you had to influence stakeholders with differing priorities to adopt a user-centered design approach. What was the outcome?" (Prepare a STAR method answer focusing on stakeholder management, communication, and persuasion).

• "How do you approach designing an intelligent workflow that reduces friction and improves efficiency for employees? Provide an example from your portfolio." (Highlight process mapping, automation potential, and user-centric problem-solving). Company & Culture Questions:

• "Based on your research, what do you see as the biggest opportunities or challenges for employee experience at a financial services company like Intact FC?" (Demonstrate research and strategic thinking about the company's context).

• "How would you contribute to Intact's value of 'Win As A Team' in this Senior Service Designer role?" (Focus on collaboration, knowledge sharing, and supporting team goals).

• "How do you measure the success of your service design initiatives, and how would you demonstrate ROI for a project at Intact?" (Prepare to discuss metrics, data analysis, and value articulation). Portfolio Presentation Strategy:

• Structure Your Narrative: For each project, clearly outline the problem, your role, the process, the solution, and the measurable impact. Use a consistent structure for all case studies.

• Visualize Your Impact: Use clear visuals for service blueprints, journey maps, and workflow diagrams. Quantify results with compelling data and highlight the business value achieved.

• Engage Your Audience: Be prepared to answer detailed questions about your design decisions, challenges, and how you collaborated with teams. Practice presenting to simulate the interview environment.

• Connect to Intact: Whenever possible, draw parallels between your experience and the needs of Intact FC, demonstrating how your skills can directly benefit their operations and employee experience goals.

📝 Enhancement Note: Interview preparation should focus on demonstrating a blend of strategic thinking, operational understanding, and practical design execution, backed by concrete examples and measurable results.

📌 Application Steps

To apply for this Senior Service Designer position:

• Submit your application through the provided link on the Intact FC careers portal.

• Tailor your resume: Highlight keywords and responsibilities directly from the job description, emphasizing your 7+ years of experience in service design, digital transformation, and enterprise enablement, with a focus on measurable outcomes.

• Curate your portfolio: Ensure it prominently features examples of experience strategy, journey transformation, service blueprinting, and intelligent workflow design, with clear demonstrations of business impact.

• Prepare your presentation: Practice articulating your portfolio projects, focusing on your process, problem-solving approach, and the quantifiable results you achieved. Be ready to discuss your experience with enterprise platforms and adoption strategies.

• Research Intact FC: Understand their business in financial services, their values, and their commitment to employee experience. Prepare to discuss how your skills align with their operational goals and culture.

⚠️ 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.

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