THE ROLE IN A NUTSHELLGreenShield is seeking a Senior Service Designer to shape and improve end-to-end experiences for our customers, partners, and employees. You'll uncover unmet needs, bring complex journeys to life, and design future-state experiences that create meaningful value for people and the business.
Working across business, technology, operations, and customer-facing teams, you'll turn insights into action and help embed journey thinking across GreenShield. We're looking for someone who brings a flexible, practical approach to service design, builds strong partnerships, and knows how to get hard things done together.
Responsibilities:- Lead end-to-end service journey design: Conduct discovery and analysis, develop current- and future-state journey maps, identify pain points, and design service improvements that thoughtfully balance customer needs with business goals and operational realities.
- Drive enterprise understanding of service journeys: Build shared understanding across the organization of current-state and desired future-state experiences, end-to-end journeys, service blueprints, key interdependencies, and opportunities to create value for both customers and the business.
- Support journey management and continuous improvement: Create and maintain journey maps, service blueprints, and related artifacts; help teams prioritize opportunities; and support ongoing experience improvement initiatives that align customer outcomes with organizational priorities.
- Facilitate experience visioning and innovation: Lead workshops and co-creation sessions to define future-state experiences, service concepts, and customer-centered solutions that are desirable for people, feasible to deliver, and viable for the organization.
- Conduct research and synthesize insights: Plan and facilitate interviews, workshops, journey-mapping sessions, and service assessments. Translate qualitative and quantitative findings into actionable strategies that connect customer needs, employee needs, and business outcomes.
- Build service design capability: Champion service design principles, tools, and methods. Coach teams in journey mapping, service blueprinting, systems thinking, and human-centered design while fostering collaboration and decision-making that brings customer and business needs together.
WHO WE'RE LOOKING FOR- At least five years of experience in service design, customer experience, journey design, design strategy, or a related field
- A bachelor's degree in service design, experience design, human-centered design, business, psychology, organizational design, or a related discipline-or equivalent professional experience.
- Demonstrated experience creating current- and future-state journey maps, service blueprints, and experience ecosystem maps.
- Experience facilitating workshops, stakeholder engagements, and cross-functional design activities.
- Experience translating customer research and operational insights into actionable service improvements.
- Knowledge of service design methodologies, journey mapping, human-centered design research, service blueprinting, systems thinking, customer experience measurement, organizational change, and agile or product development methods.
- Exceptional collaboration and communication skills, with the ability to convey complex concepts through storytelling and visualization, influence stakeholders, build alignment, and foster partnership across roles and functions without direct authority.
- Experience driving alignment and partnership across business, operational, technology, and customer-facing teams to advance shared outcomes and deliver coordinated service improvements.
- Experience in healthcare, insurance, financial services, or another complex, highly regulated service environment would be an asset
- Service Design Network certification, Certified Customer Experience Professional (CCXP) designation, or a design thinking or human-centered design certification would be an asset
WHAT WE OFFERBase Salary: CAD $72,521.00 - 109,341.00
(For permanent positions, add and remove this sentence)
Offer positioning: Determined using relevant experience, skills, internal equity and current market data.
Additional compensation: Eligible for a discretionary target bonus.
Total rewards: Health and dental coverage, retirement savings, paid time off and well-being support (up to $10,000 per year for mental health).
Posting disclosures: This is for an existing vacancy.
Work model: Hybrid
