UX Designer - Senior

📍 Job Overview

Job Title: UX Designer - Senior

Company: ITProFound Inc

Location: Toronto, Ontario, Canada

Job Type: Full time

Category: User Experience (UX) Design / Service Design

Date Posted: 2026-08-06

Experience Level: Senior (7+ years)

Remote Status: On-site

🚀 Role Summary

• Lead and execute end-to-end service design initiatives, encompassing user research, UX design, and the creation of comprehensive service blueprints and interactive UX prototypes.

• Drive innovation by developing novel approaches and alternative solutions to meet both end-user expectations and critical business needs, ensuring high-quality and efficient service delivery.

• Apply enterprise thinking to assess and integrate policy, operations, governance, technology, data, and funding models across organizational boundaries for scalable solutions.

• Collaborate extensively with a diverse range of internal and external stakeholders, including government entities and potentially public sector clients, to gather insights and align on strategic objectives.

📝 Enhancement Note: This role is positioned as a Senior UX Designer with a strong emphasis on Service Design, specifically within the context of government services. The requirement for "enterprise thinking" and integration across multiple organizational facets (policy, operations, technology, data, funding) indicates a strategic, high-impact role that goes beyond typical UX design tasks. The "omni channels" experience is a key differentiator, suggesting a need for expertise in designing seamless user journeys across various touchpoints.

📈 Primary Responsibilities

• Conduct and lead comprehensive user research, synthesizing findings to inform design decisions and identify opportunities for service improvement.

• Develop detailed UX designs, wireframes, user flows, and interactive prototypes to visualize and test proposed solutions.

• Facilitate stakeholder workshops and research sessions to gather requirements, validate concepts, and build consensus.

• Create and refine service design blueprints that map out current and future state user journeys, operational processes, and system interactions.

• Evaluate and recommend innovative approaches and alternative solutions to enhance service quality, efficiency, and user satisfaction.

• Apply enterprise thinking to ensure solutions are scalable, sustainable, and align with broader organizational strategies and government mandates.

• Supervise and guide junior team members or project contributors on service design activities and deliverables.

• Ensure all design deliverables adhere to established strategy, standards, protocols, and accessibility guidelines.

• Collaborate with cross-functional teams, including product managers, developers, and policy analysts, to ensure successful implementation of designed services.

📝 Enhancement Note: The responsibilities highlight a blend of hands-on design work and strategic leadership. The emphasis on "leading or supervising" and the requirement for "enterprise thinking" suggests this role will involve significant strategic input and potentially mentorship. The mention of "policy, operations, governance, technology, data, and funding models" points towards a need for a broad understanding of public sector service delivery complexities.

🎓 Skills & Qualifications

Education: While no specific degree is listed, a Bachelor's or Master's degree in Human-Computer Interaction (HCI), Design, Computer Science, or a related field is typically expected for senior UX/Service Design roles. Equivalent practical experience will also be considered.

Experience:

• Minimum of 7 years of progressive experience in User Experience (UX) design, Service Design, or a closely related field.

• Proven track record of leading and delivering end-to-end experience design projects, including user research, UX design, and service design initiatives.

• Demonstrated experience in designing and reviewing user-centric services and products that meet both user and business expectations. Required Skills:

• Omni-channel Strategy: Deep understanding and practical experience in designing seamless user experiences across multiple internal and external touchpoints.

• Service Design Expertise: Proficient in methodologies such as journey mapping, service blueprinting, user journey analysis, and service innovation.

• User Research: Skilled in various qualitative and quantitative research methods (e.g., interviews, surveys, usability testing, persona development).

• UX Design Principles: Strong command of UX design best practices, including wireframing, prototyping, information architecture, and interaction design.

• Stakeholder Management: Proven ability to effectively engage, collaborate with, and manage expectations of diverse internal and external stakeholders.

• Enterprise Thinking: Capacity to understand and design solutions considering policy, operations, governance, technology, data, and funding models holistically.

• Problem-Solving: Ability to develop innovative approaches and alternative solutions to complex service delivery challenges.

• Communication & Facilitation: Excellent verbal, written, and presentation skills, with a strong ability to facilitate workshops and present design concepts.

Preferred Skills:

• Experience within the Public Sector or Government Services.

• Familiarity with accessibility standards and guidelines (e.g., WCAG).

• Experience with data analysis and leveraging data insights to inform design decisions.

• Understanding of agile development methodologies.

📝 Enhancement Note: The "Must Have" section strongly emphasizes practical experience and specific skill sets rather than formal education. The 7+ years of experience requirement, coupled with the responsibilities, clearly positions this as a senior-level role requiring significant autonomy and strategic contribution. The "enterprise thinking" requirement is a critical differentiator for this role, suggesting a need for candidates who can see the bigger picture beyond individual user interfaces.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• End-to-End Case Studies: Showcase 2-3 comprehensive case studies demonstrating your experience in leading service design and UX projects from initial research through to solution delivery.

• User Research & Insights: Include examples of user research methodologies employed, key insights derived, and how these insights directly informed design decisions and service improvements.

• UX Design & Prototyping: Present examples of wireframes, user flows, interactive prototypes, and final UX designs for digital products or services.

• Service Design Blueprints: Feature at least one detailed service design blueprint illustrating front-stage and back-stage actions, customer journeys, and operational processes.

• Stakeholder Collaboration: Evidence of how you engaged with and managed stakeholders throughout the design process, highlighting collaborative efforts and consensus-building.

• Impact & Metrics: Quantify the impact of your designs where possible, using metrics related to user satisfaction, efficiency gains, or achievement of business objectives.

Process Documentation:

• Workflow Design & Optimization: Showcase examples of how you have mapped, analyzed, and optimized existing service workflows or designed new, efficient operational processes.

• Innovation & Solution Development: Illustrate your process for developing innovative approaches and alternative solutions to address complex user and business needs.

• Enterprise Integration: Provide examples or explanations of how you have considered broader organizational factors (policy, technology, data) in your design process.

📝 Enhancement Note: For a senior-level role with a strong service design component, a robust portfolio is crucial. It should not only demonstrate visual design skills but also strategic thinking, research capabilities, and the ability to manage complex projects involving multiple stakeholders and organizational systems. The portfolio should clearly articulate the candidate's process and the tangible outcomes of their work.

💵 Compensation & Benefits

Salary Range: For a Senior UX Designer role in Toronto, Ontario, with 7+ years of experience, particularly in a government-related context, the estimated annual salary range is CAD $100,000 - $140,000. This range can vary based on the specific skills, depth of experience, and the nuances of the government contract.

Benefits:

• Full-Time Employment: Standard benefits package typically includes health, dental, and vision insurance.

• Paid Time Off: Includes vacation days, sick leave, and statutory holidays.

• Pension/Retirement Plan: Contributions to a retirement savings plan may be offered.

• Professional Development: Opportunities for training, workshops, and conferences to enhance skills in UX, service design, and related areas.

• Extended Health Benefits: May include coverage for paramedical services, prescription drugs, and other health-related expenses.

• Work-Life Balance Initiatives: The government sector often emphasizes work-life balance, potentially offering flexible work arrangements where feasible (though this role is specified as on-site).

Working Hours: The standard workweek is typically 40 hours, Monday to Friday. Specific daily hours may be subject to client requirements but generally fall within standard business hours.

📝 Enhancement Note: Given the role is with the Province of Ontario, benefits are likely to be comprehensive and aligned with public sector standards. Salary estimates are based on industry benchmarks for senior UX/Service Designers in Toronto, factoring in the specialized experience required and the contract nature of the role.

🎯 Team & Company Context

🏢 Company Culture

Industry: Technology Consulting / Staffing Services (ITProFound Inc.) serving the Government & Public Sector.

Company Size: ITProFound Inc. likely falls into the mid-size to large enterprise category based on typical staffing firm operations, with a significant number of employees placed on client projects globally. The client, Province of Ontario (Government Services Integration Cluster), is a large, public sector organization.

Founded: ITProFound Inc. was founded in 2007. The Province of Ontario has a long-standing history as a governmental entity.

Team Structure:

• ITProFound Inc. Team: This role will be an ITProFound Inc. employee working on-site at the client's location. The candidate will likely report to an ITProFound Inc. account manager or project lead, in addition to the client's direct manager.

• Client Team (Government Services Integration Cluster): The UX Designer will be integrated into a team focused on government service integration. This team likely comprises project managers, business analysts, other designers, policy advisors, and technical leads. The reporting structure will be within the client's hierarchy, with a direct manager overseeing daily tasks and project deliverables.

• Cross-functional Collaboration: Expect close collaboration with various departments and stakeholders within the Province of Ontario, requiring strong communication and adaptability to public sector workflows and governance.

Methodology:

• Design Thinking & Agile: The client likely employs a blend of Design Thinking principles for user-centric problem-solving and Agile methodologies for iterative development and delivery, especially in service design initiatives.

• Data-Driven Decision Making: Emphasis on using data from user research and operational metrics to inform design choices and service improvements.

• Process Optimization: A core focus on analyzing and improving existing government service processes for efficiency and user experience.

Company Website: www.itprofound.com

📝 Enhancement Note: Understanding the dual reporting structure (ITProFound Inc. and the client) is key. The culture will be heavily influenced by the client's public sector environment, which often prioritizes process, governance, and stakeholder consensus. ITProFound Inc. likely fosters a results-oriented culture focused on successful client project delivery.

📈 Career & Growth Analysis

Operations Career Level: This is a Senior-level UX Designer position. It implies a high degree of autonomy, strategic input, and the ability to lead complex projects. The role demands not just design execution but also strategic thinking, problem-solving, and the ability to influence stakeholders across an organization.

Reporting Structure: The Senior UX Designer will report to a direct manager within the Province of Ontario's Government Services Integration Cluster. They will also have a relationship with ITProFound Inc. for employment and project oversight. This structure requires strong communication skills to manage expectations and reporting across both entities.

Operations Impact: The role has a significant potential impact on public services. By improving user experience and operational efficiency, the designer can directly influence how citizens interact with government services, leading to increased satisfaction, accessibility, and potentially cost savings for the province. The "enterprise thinking" requirement means the impact can extend beyond a single project to influence broader organizational strategy and operational models.

Growth Opportunities:

• Specialization: Deepen expertise in specific areas like Service Design, Accessibility Design, or UX Research within the public sector context.

• Leadership: Progress into a Lead UX Designer, UX Manager, or Service Design Lead role, managing teams and larger initiatives.

• Cross-Functional Expertise: Gain in-depth knowledge of government operations, policy development, and technology integration within the public sector.

• Project Management: Develop skills in managing complex, long-term government projects.

• Mentorship: Opportunity to mentor junior designers and contribute to building design capabilities within the client organization.

📝 Enhancement Note: This role offers a unique opportunity to impact public services significantly. The growth path is likely towards leadership within the client's design or service delivery teams, or potentially within ITProFound Inc. as a senior consultant or team lead. The focus on enterprise-level impact suggests a career trajectory towards strategic design leadership.

🌐 Work Environment

Office Type: On-site. The role is based at the Province of Ontario's offices at 222 Jarvis St, Toronto. This implies a traditional office environment within a government building.

Office Location(s): 222 Jarvis St, Toronto, Ontario. This is a central downtown Toronto location, accessible by public transit.

Workspace Context:

• Collaborative Environment: Expect a dynamic workplace within a government cluster, likely involving shared workspaces, meeting rooms, and project team areas. Collaboration with diverse teams is a key aspect.

• Tools & Technology: Access to standard office technology, potentially including specialized design software and project management tools used by the Province of Ontario. The role requires proficiency with UX/Service design tools.

• Team Interaction: Opportunities for frequent interaction with project teams, stakeholders, and other government employees, fostering a rich environment for idea exchange and problem-solving.

Work Schedule: The position is full-time, typically 40 hours per week, with standard business hours. While the role is on-site, the nature of government projects might occasionally require flexibility to meet critical deadlines.

📝 Enhancement Note: The on-site requirement at a government building suggests a structured work environment. Candidates should be prepared for a professional, potentially formal, setting with a strong emphasis on collaboration within established protocols.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: HR or Recruiter screen to assess basic qualifications, experience, and cultural fit with ITProFound Inc. and the client.

• Technical Interview: A deeper dive into UX and Service Design skills, methodologies, and experience. This may involve a portfolio review and discussion of past projects.

• Client Interview: Meeting with the hiring manager and potentially key stakeholders within the Province of Ontario to assess strategic thinking, enterprise-level understanding, and suitability for the government environment.

• Case Study/Presentation (Potential): Candidates might be asked to present a detailed case study from their portfolio or complete a design challenge relevant to public sector services.

• Final Interview/Offer: Confirmation of fit, discussion of terms, and offer extended by ITProFound Inc.

Portfolio Review Tips:

• Showcase Impact: Focus on projects where you demonstrably improved user experience or service delivery. Quantify results whenever possible.

• Highlight Process: Clearly articulate your UX and Service Design process for each case study, from research to final implementation.

• Emphasize Collaboration: Demonstrate how you worked with stakeholders, managed feedback, and achieved consensus.

• Tailor to Government Context: If possible, include examples relevant to public services, policy, or large-scale operations. Highlight your "enterprise thinking" and omni-channel experience.

• Clarity and Conciseness: Ensure your portfolio is well-organized, easy to navigate, and clearly explains your role and contributions.

Challenge Preparation:

• Government Service Mindset: Research common challenges and user needs within public sector services. Think about accessibility, inclusivity, and efficiency.

• Problem Decomposition: Practice breaking down complex problems into smaller, manageable parts.

• Solution Articulation: Be prepared to explain your design rationale clearly, justifying your choices based on user needs, business goals, and operational constraints.

• Enterprise Thinking Application: Practice applying your understanding of policy, operations, technology, and data to hypothetical scenarios.

📝 Enhancement Note: The interview process will likely be thorough, given the senior nature of the role and the client's government context. A strong portfolio that clearly articulates process, impact, and strategic thinking, especially related to service design and enterprise-level challenges, will be critical for success.

🛠 Tools & Technology Stack

Primary Tools:

• UX/UI Design Software: Proficiency with industry-standard tools such as Figma, Sketch, Adobe XD, or similar for wireframing, prototyping, and UI design.

• Service Design Tools: Experience with tools for journey mapping, process mapping, and blueprinting (e.g., Miro, Mural, Lucidchart, or specialized service design software).

• User Research Platforms: Familiarity with tools for conducting usability testing, surveys, and user interviews (e.g., UserTesting.com, SurveyMonkey, Lookback).

Analytics & Reporting:

• Analytics Tools: Experience with web analytics tools (e.g., Google Analytics, Adobe Analytics) to understand user behavior and track performance metrics.

• Data Visualization Tools: Familiarity with tools like Tableau or Power BI can be beneficial for analyzing and presenting data insights.

CRM & Automation:

• While not directly a CRM role, understanding how UX/Service Design integrates with customer data platforms or backend systems is valuable. Familiarity with workflow automation concepts could be advantageous.

• Collaboration & Project Management: Tools like Jira, Confluence, Asana, Trello for managing tasks, documentation, and team collaboration.

📝 Enhancement Note: The emphasis on tools will be on design and service design specific applications. While direct CRM or automation tool expertise might not be primary, understanding how design impacts these systems and how data flows through them is crucial for an enterprise-thinking designer.

👥 Team Culture & Values

Operations Values:

• User-Centricity: A core value focused on understanding and meeting the needs of end-users, particularly citizens interacting with government services.

• Efficiency & Effectiveness: Driving improvements in service delivery to ensure high quality, cost-effectiveness, and optimal resource utilization.

• Collaboration & Inclusivity: Fostering a collaborative environment where diverse perspectives are valued, and solutions are designed to be accessible to all.

• Data-Driven Approach: Utilizing data and evidence to inform design decisions, measure impact, and continuously improve services.

• Accountability & Integrity: Upholding high standards of professionalism, ethical conduct, and transparency in all design and operational activities.

Collaboration Style:

• Cross-Functional Integration: The role requires seamless collaboration with business analysts, policy experts, IT teams, and operational staff to ensure holistic service design.

• Iterative Feedback: An open culture for providing and receiving constructive feedback on designs and processes.

• Knowledge Sharing: Encouraging the sharing of best practices, research findings, and lessons learned across teams to foster continuous improvement.

• Process-Oriented: A structured approach to design and problem-solving, respecting established governance and protocols within the public sector.

📝 Enhancement Note: The culture within a government services cluster will likely emphasize public service values, process adherence, and a strong sense of responsibility. Collaboration will be key, requiring adaptability to working with diverse groups with varying priorities and technical expertise.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Bureaucracy: Working within a large government organization can involve complex approval processes, multiple layers of decision-making, and adherence to strict policies and regulations.

• Legacy Systems & Processes: Integrating modern UX/Service Design principles with existing, potentially outdated, government systems and established operational procedures.

• Diverse User Needs: Designing services that cater to a wide spectrum of users with varying technical proficiencies, accessibility requirements, and needs.

• Stakeholder Alignment: Achieving consensus among numerous stakeholders with potentially conflicting priorities and perspectives.

• Measuring Public Service Impact: Defining and quantifying the success of design initiatives in terms of public benefit and service outcomes, which can be more complex than commercial KPIs.

Learning & Development Opportunities:

• Public Sector Design: Gaining deep expertise in designing for the public sector, understanding its unique constraints and opportunities.

• Service Design Specialization: Further developing skills in advanced service design methodologies and strategic service innovation.

• Enterprise Architecture: Enhancing understanding of how technology, policy, and operations intersect at an enterprise level within government.

• Policy & Governance Familiarization: Learning about public policy development and government governance frameworks.

• Mentorship & Leadership: Opportunities to mentor junior designers and take on leadership roles in strategic projects.

📝 Enhancement Note: The challenges are inherent to working in the public sector. Overcoming these requires strong problem-solving skills, adaptability, and a commitment to the public good. The growth opportunities are substantial for those looking to make a significant impact and build a career in public service design.

💡 Interview Preparation

Strategy Questions:

• "Describe a complex service design challenge you faced in a large organization and how you applied your 'enterprise thinking' to develop a solution." (Focus on process, stakeholder management, and holistic solutioning.)

• "How would you approach designing an omni-channel experience for a government service that needs to be accessible to citizens with varying levels of digital literacy and accessibility needs?" (Highlight user research, iterative design, and accessibility considerations.)

• "Walk us through your process for leading user research and translating those insights into actionable UX designs and service blueprints." (Emphasize your methodology, synthesis, and deliverables.) Company & Culture Questions:

• "What interests you about designing for the Province of Ontario and the Government Services Integration Cluster specifically?" (Showcase research into public service, your motivations, and alignment with public good.)

• "How do you adapt your design approach when working within a structured, government environment with established policies and governance?" (Demonstrate an understanding of public sector constraints and your ability to work within them.)

• "How do you measure the success and impact of your UX and service design initiatives, particularly in a public sector context?" (Focus on relevant metrics beyond typical commercial KPIs.) Portfolio Presentation Strategy:

• Storytelling: Structure your portfolio presentations as compelling narratives, clearly outlining the problem, your process, your role, and the impact of your solutions.

• Highlight Process, Not Just Pixels: For each case study, detail your research, ideation, prototyping, and testing phases. Explain why you made certain design decisions.

• Quantify Impact: Use data and metrics whenever possible to demonstrate the effectiveness of your designs (e.g., improved task completion rates, reduced support calls, increased user satisfaction scores).

• Demonstrate Enterprise Thinking: For relevant projects, explicitly explain how you considered broader organizational factors like policy, operations, technology, and data.

• Engage Your Audience: Be prepared to answer questions, discuss trade-offs, and elaborate on your contributions. Make it an interactive discussion rather than a monologue.

📝 Enhancement Note: Candidates should prepare to articulate their experience in service design and enterprise thinking thoroughly. The interviews will likely assess not only technical skills but also strategic acumen, adaptability to public sector environments, and the ability to communicate complex ideas clearly to a diverse audience.

📌 Application Steps

To apply for this operations position:

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

• Curate Your Portfolio for Impact: Select 2-3 of your strongest case studies that best demonstrate your senior-level UX and Service Design experience, with a particular emphasis on omni-channel strategies, stakeholder collaboration, and enterprise thinking. Tailor your presentation to highlight how your skills align with public sector service delivery.

• Optimize Your Resume: Ensure your resume clearly highlights your 7+ years of experience, specific skills in user research, UX design, and service design, and any relevant public sector or government experience. Use keywords from the job description such as "service design," "user research," "omni channels," and "enterprise thinking."

• Prepare Your Narrative: Practice articulating your process, challenges, and the impact of your work. Be ready to discuss specific examples from your portfolio that showcase your ability to develop innovative solutions and work effectively with diverse stakeholders.

• Research the Client: Familiarize yourself with the Province of Ontario's Government Services Integration Cluster and the general landscape of public sector digital transformation to better understand the context and potential challenges of the role.

⚠️ 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.