Senior Service Designer

📍 Job Overview

Job Title: Senior Service Designer

Company: Levio

Location: Canada

Job Type: Permanent full-time preferred, open for contract position

Category: Service Design / UX / Public Sector Transformation

Date Posted: 2026-05-27

Experience Level: 10+ years

Remote Status: On-site

🚀 Role Summary

• Lead the design and mapping of end-to-end services for Canadian public sector projects, ensuring a user-centered and evidence-based approach.

• Develop comprehensive service blueprints, workflows, and interaction models that effectively balance user needs with operational realities.

• Identify critical pain points and strategic opportunities across all customer touchpoints to significantly enhance service delivery and user satisfaction.

• Foster strong collaboration with cross-functional teams, including Business Analysts, UX Researchers, UX Designers, Content Designers, and technical teams, to validate and refine service design decisions.

• Ensure strict adherence to Government of Canada digital standards, including design.canada.ca, and champion inclusion and accessibility requirements throughout the design process.

📝 Enhancement Note: This role requires a Senior Service Designer with extensive experience specifically within the Canadian public sector, emphasizing adherence to government digital standards and accessibility protocols. The role demands a blend of strategic thinking, hands-on design execution, and strong stakeholder management skills.

📈 Primary Responsibilities

• Conduct in-depth primary research, including user and stakeholder interviews, to gain comprehensive insights into service needs and operational constraints.

• Develop detailed service blueprints, current-state and future-state service maps, and user journey maps that clearly articulate service flows and touchpoints.

• Create and refine personas and interaction models that represent target users and guide design decisions.

• Identify opportunities for service modernization and efficiency improvements, aligning with client digital transformation goals.

• Uphold the highest standards of research ethics and data privacy throughout all research activities, from participant recruitment to insight sharing, with a particular focus on the responsible use of GenAI.

• Contribute to the development and maintenance of a reusable service design template library, fostering consistency and efficiency across projects.

• Ensure all design outputs comply with accessibility standards such as WCAG 2.1 AA and Canada.ca guidelines.

• Support Agile product teams by integrating service design principles into their iterative development cycles.

📝 Enhancement Note: The responsibilities highlight a strong emphasis on research ethics, data privacy, and the responsible application of GenAI in research, reflecting current best practices in the field. The expectation to contribute to a template library indicates a focus on scalability and standardization within Levio's service design practice.

🎓 Skills & Qualifications

Education: Post-secondary education is mandatory.

Experience: More than ten (10) years of experience specifically as a Service Designer.

Required Skills:

• Proven experience in conducting primary user research and analyzing user touchpoints.

• Demonstrated ability to develop service design standards and/or best practices within a collaborative team environment.

• Extensive experience in designing effective service experiences tailored for users.

• Proficiency in adhering to accessibility standards, specifically WCAG 2.1 AA, and Canada.ca guidelines.

• Experience in delivering key service design artifacts, including System Maps, Service Design Strategies, Current-State and Future-State Service Maps, Service Blueprints, Journey Maps, and Personas.

• Expertise in applying research ethics, data privacy principles, accessibility, and inclusive design lenses to all stages of research activities.

• Proven experience working within Agile product team environments.

Preferred Skills:

• Experience with Government of Canada security clearance (Reliability).

• Prior work experience within the Canadian public sector.

• Experience developing Governance Frameworks and Continuous Improvement Recommendations.

📝 Enhancement Note: The requirement for over ten years of experience and specific artifact delivery underscores the seniority and specialized nature of this role. The emphasis on public sector standards and accessibility is critical for success in this position.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Demonstrate a strong portfolio showcasing end-to-end service design projects within complex environments, ideally including public sector initiatives.

• Provide evidence of designing user-centered services that address specific pain points and deliver measurable improvements.

• Showcase the development and application of service blueprints, journey maps, and system maps as core deliverables.

• Highlight experience in collaborating with technical teams and ensuring designs are operationally feasible and aligned with digital transformation goals.

Process Documentation:

• Document the methodology used for conducting user research, including participant recruitment, interview scripting, and ethical considerations for data handling and GenAI usage.

• Illustrate the creation and iterative refinement of service blueprints, workflow diagrams, and interaction models.

• Detail the approach taken to identify pain points and opportunities for service improvement, supported by research findings.

• Showcase how research ethics, data privacy, accessibility, and inclusive design principles were integrated into the design process.

📝 Enhancement Note: Candidates are expected to present a portfolio that not only demonstrates design skills but also a robust, ethical, and compliant process for service design, particularly within the constraints and standards of the Canadian public sector.

💵 Compensation & Benefits

Salary Range: Based on industry standards for a Senior Service Designer with 10+ years of experience in Canada, particularly within the public sector, a salary range of CAD $110,000 - $160,000 annually is anticipated for a permanent full-time role. Contract rates could range from CAD $70 - $100+ per hour, depending on specific project scope and duration.

Benefits:

• For permanent full-time employees: Access to Levio's comprehensive benefits package, which typically includes health and dental coverage, life insurance, and potentially retirement savings plans.

• For contract positions: Competitive hourly rate, potentially offering greater flexibility.

• Opportunity to work on high-impact digital transformation projects within the Canadian public sector.

• Professional development opportunities to maintain expertise at the cutting edge of service design and digital transformation.

• Exposure to a high-caliber team and diverse client challenges.

Working Hours: Standard full-time hours are typically 40 hours per week. While the role is described as on-site, specific project needs may occasionally require flexibility, though maintaining a healthy work-life balance is generally encouraged.

📝 Enhancement Note: Salary estimates are based on typical compensation for senior-level design consultants in Canada, considering the specialized nature of public sector work and the extensive experience required. Specific benefits for contract roles are often negotiated and may differ from permanent employee packages.

🎯 Team & Company Context

🏢 Company Culture

Industry: Technology and Software Solutions, with a strong focus on Digital Transformation consulting for various sectors, including a significant presence in the Public Sector.

Company Size: Levio is a growing firm, likely employing several hundred to over a thousand professionals, indicating a dynamic environment with opportunities for impact without being lost in a massive corporate structure.

Founded: Levio was founded in 2013, suggesting a company with established expertise and a track record in digital transformation, yet still agile and innovative.

Team Structure:

• The Service Design consultant will likely be part of a dedicated digital transformation or consulting practice within Levio, working within client project teams.

• Reporting structure will typically be to a project lead or a practice manager, with direct collaboration with client stakeholders and internal project resources.

Methodology:

• Levio likely employs agile and human-centered design methodologies, emphasizing iterative development, continuous feedback, and user-centricity.

• Data analysis and insights are crucial for informing design decisions, with a focus on understanding user behavior and operational efficiency.

• Workflow planning and optimization are central to service design, aiming to create seamless and intuitive user experiences.

• Automation and efficiency practices are likely integrated into the design process to streamline service delivery for clients.

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

📝 Enhancement Note: Levio's focus on digital transformation, particularly within the public sector, implies a culture that values innovation, client success, and adherence to high standards. The company's growth trajectory suggests a dynamic and potentially collaborative work environment.

📈 Career & Growth Analysis

Operations Career Level: This is a Senior-level role, indicating a position of expertise and leadership within the service design domain. The individual is expected to operate with a high degree of autonomy, guide project direction, and mentor junior team members. Responsibilities extend beyond execution to strategic input and best practice definition.

Reporting Structure: The Senior Service Designer will report to project management or a designated team lead within Levio's consulting structure. They will also work closely with client counterparts, potentially including directors or senior managers responsible for digital initiatives and service delivery within government departments.

Operations Impact: The role has a direct and significant impact on the efficiency, user satisfaction, and modernization of public sector services. By designing intuitive and accessible digital services, the Senior Service Designer contributes to improved citizen engagement, streamlined government operations, and cost savings through enhanced efficiency.

Growth Opportunities:

• Specialization: Deepen expertise in specific areas of public sector digital transformation, accessibility, or advanced research methodologies.

• Leadership: Progress into roles such as Lead Service Designer, Practice Lead, or Digital Transformation Strategist, managing teams and client portfolios.

• Skill Development: Opportunities to attend industry conferences, workshops, and potentially gain certifications in areas like Agile, accessibility standards, or specialized design tools.

• Mentorship: Guide and mentor junior designers, contributing to the growth of Levio's service design capabilities.

📝 Enhancement Note: This senior role offers substantial opportunities for career advancement within Levio, particularly for those looking to specialize in public sector digital transformation or move into leadership positions. The emphasis on impact and mentorship is a key growth driver.

🌐 Work Environment

Office Type: While the role is designated as on-site, Levio likely operates modern office spaces designed to foster collaboration and innovation. These environments may include flexible workspaces, meeting rooms equipped for presentations and workshops, and areas for focused individual work.

Office Location(s): The role is based in Canada. Specific project locations within public sector departments will dictate the day-to-day work environment. Levio may have multiple offices across Canada, with project assignments potentially requiring work at client sites in major urban centers.

Workspace Context:

• The workspace will be collaborative, requiring frequent interaction with project teams, client representatives, and other Levio consultants.

• Access to standard office technology, design software, and potentially specialized research tools will be provided to support project deliverables.

• Opportunities for knowledge sharing and informal collaboration with colleagues will be present, fostering a learning culture.

Work Schedule: A standard 40-hour work week is typical. While the role is on-site, there might be an understanding of project-driven demands, but Levio's culture likely encourages sustainable work practices. Flexibility may be available depending on specific project phases and client needs.

📝 Enhancement Note: The "on-site" designation implies a preference for in-person collaboration and client interaction, which is often crucial for public sector projects. The workspace is expected to be professional, collaborative, and equipped to support complex design and consulting tasks.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of your resume and portfolio to assess experience alignment with the role's requirements, particularly public sector and accessibility expertise.

• Technical Interview: Discussion focused on service design methodologies, experience with specific artifacts (blueprints, journey maps), and problem-solving scenarios related to public sector challenges. Expect questions on ethical research practices and accessibility compliance.

• Portfolio Presentation: A dedicated session to walk through selected projects, demonstrating your design process, impact, and ability to articulate complex solutions. Be prepared to discuss your role, challenges, and outcomes.

• Cultural Fit Interview: Assessment of your collaboration style, communication skills, and alignment with Levio's values and approach to client engagement, especially in the public sector context.

• Final Interview: Potentially with senior leadership or client stakeholders to discuss strategic fit and long-term potential.

Portfolio Review Tips:

• Curate Strategically: Select 2-3 projects that best showcase your expertise in end-to-end service design, public sector impact, and adherence to government standards (WCAG, Canada.ca).

• Highlight Process: Clearly articulate your methodology, research techniques, ethical considerations, and how you integrated accessibility and data privacy.

• Quantify Impact: Where possible, use metrics to demonstrate the positive outcomes of your service design work (e.g., improved efficiency, increased user satisfaction, reduced error rates).

• Public Sector Focus: Emphasize any experience with government digital standards, security clearances, and the unique challenges of public sector projects.

• Storytelling: Frame your projects as compelling narratives, detailing the problem, your approach, your specific contributions, and the final results.

Challenge Preparation:

• Be ready for scenario-based questions: "How would you approach designing a new service for X government department?" or "How would you address a conflict between user needs and strict government regulations?"

• Prepare to discuss your experience with Agile methodologies and how you integrate service design within those frameworks.

• Anticipate questions about your understanding of research ethics, data privacy, and the application of AI in research.

📝 Enhancement Note: A strong, well-curated portfolio that specifically addresses public sector experience and ethical design practices will be critical for advancing in the application process. Candidates should be prepared to articulate their thought process and impact with clarity and confidence.

🛠 Tools & Technology Stack

Primary Tools:

• Service Design & Prototyping Tools: Figma, Sketch, Adobe XD, Miro, Mural (for collaboration, journey mapping, service blueprints, wireframing).

• User Research Platforms: Tools for conducting remote interviews, surveys, and usability testing (e.g., UserTesting.com, Lookback, SurveyMonkey, Qualtrics).

• Project Management & Collaboration: Jira, Confluence, Asana, Trello (for Agile workflows and documentation).

Analytics & Reporting:

• While not a primary focus for a Service Designer, understanding how to interpret data from analytics platforms (e.g., Google Analytics, Adobe Analytics) to inform design decisions is beneficial.

CRM & Automation:

• Generally not a direct tool for Service Designers, but an understanding of how CRM systems and automation tools impact user journeys and service delivery can be advantageous.

📝 Enhancement Note: Proficiency in collaborative design and whiteboarding tools like Miro/Mural, alongside standard UX design software like Figma, will be essential. Familiarity with Agile project management tools is also expected.

👥 Team Culture & Values

Operations Values:

• Client Success: A strong commitment to delivering tangible value and successful outcomes for Levio's clients, particularly within the public sector.

• Innovation & Excellence: A drive to push boundaries in digital transformation and maintain high standards of service design quality and execution.

• Collaboration: Emphasis on teamwork, knowledge sharing, and effective cross-functional partnerships both internally and with clients.

• Integrity & Ethics: Upholding strict ethical standards in research, data handling, and professional conduct, especially critical in public sector engagements.

• Continuous Learning: A culture that encourages professional development and staying abreast of the latest trends in design, technology, and public sector digital initiatives.

Collaboration Style:

• Cross-functional Integration: Expect a highly collaborative environment where service designers work hand-in-hand with business analysts, UX researchers, UX designers, content designers, and technical teams.

• Feedback Exchange: An open culture for providing and receiving constructive feedback to refine designs and processes collaboratively.

• Knowledge Sharing: Encouragement of sharing best practices, learnings from projects, and insights across teams and projects, contributing to a collective expertise.

📝 Enhancement Note: Levio's culture likely emphasizes professional rigor, ethical conduct, and a client-centric approach, particularly important given their focus on public sector digital transformation. A collaborative and learning-oriented mindset is crucial for success.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Public Sector Bureaucracy: Understanding and working within the specific regulations, procurement processes, and stakeholder landscapes of government organizations.

• Balancing User Needs with Constraints: Effectively reconciling user-centered design principles with technical limitations, budgetary restrictions, and policy requirements inherent in public sector projects.

• Ensuring Accessibility & Inclusivity: Consistently meeting and exceeding stringent accessibility standards (WCAG 2.1 AA) and inclusive design principles across diverse user groups.

• Driving Change Adoption: Facilitating the adoption of new digital services and processes by government employees and citizens, which can often involve resistance to change.

Learning & Development Opportunities:

• Public Sector Digitalization: Gain deep insights into the unique challenges and opportunities of digital transformation within government.

• Advanced Accessibility: Become an expert in advanced accessibility compliance and inclusive design strategies for diverse populations.

• AI in Research: Develop skills in the ethical and effective application of AI tools for research and design synthesis.

• Strategic Consulting: Enhance skills in strategic planning, stakeholder management, and influencing organizational change.

📝 Enhancement Note: The challenges presented are inherent to public sector consulting, offering significant learning opportunities for professionals willing to navigate these complexities. Levio's commitment to client success and digital transformation provides a fertile ground for professional growth.

💡 Interview Preparation

Strategy Questions:

• "Describe a complex service design project you led for a government entity. What were the key challenges and how did you overcome them, particularly regarding accessibility and user adoption?"

• "How do you ensure ethical research practices and data privacy when working with sensitive user information, especially when considering GenAI tools?"

• "Walk us through your process for developing a service blueprint for a new citizen-facing digital service. What key elements would you include, and how would you validate it?"

Company & Culture Questions:

• "What attracts you to working with Levio and specifically on Canadian public sector projects?"

• "How do you approach collaboration within a cross-functional Agile team, and how do you ensure your service design insights are effectively communicated and integrated?"

Portfolio Presentation Strategy:

• Structure: Begin with an overview of Levio's mission and your understanding of the role, then present 2-3 case studies. For each, cover the problem, your specific role and process, the solutions, challenges, and quantifiable outcomes.

• Focus on Process & Ethics: Dedicate time to explaining your research methodology, ethical considerations, accessibility compliance, and how you navigated public sector constraints.

• Visuals: Use clear, concise visuals for artifacts like journey maps, blueprints, and wireframes. Ensure they are easy to understand.

• Conciseness: Be mindful of time; practice delivering your presentation efficiently and be prepared for in-depth Q&A.

📝 Enhancement Note: Interview preparation should heavily emphasize experience with public sector projects, accessibility standards, ethical research, and the ability to articulate complex design processes and their impact clearly. Demonstrating an understanding of Levio's values and client focus will be key.

📌 Application Steps

To apply for this Senior Service Designer position:

• Submit your application through the Levio careers portal via the provided Greenhouse link.

• Tailor your Resume: Highlight your 10+ years of service design experience, specifically mentioning projects within the Canadian public sector, any government security clearances, and explicit experience with WCAG 2.1 AA and Canada.ca guidelines. Quantify achievements where possible.

• Curate Your Portfolio: Prepare a digital portfolio that showcases 2-3 of your most relevant projects. Ensure each project clearly demonstrates your service design process, ethical research practices, accessibility considerations, and measurable impact, ideally from public sector engagements.

• Prepare for Case Studies: Anticipate scenario-based questions that require you to apply your service design expertise to public sector challenges. Practice articulating your thought process and solutions clearly.

• Research Levio: Understand Levio's mission, values, and their work in digital transformation, particularly within government. Be ready to articulate why you are a good fit for their culture and client focus.

⚠️ 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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