New Value Solutions, a national IT consulting company, is seeking a Senior Service & UX Designer to support a multi-year digital modernization initiative. This role will lead and advance human-centred design practices across a digital services portfolio, including a Microsoft Dynamics 365-based CRM platform, Partner Portal, and other enterprise platforms. The successful candidate will shape end-to-end user and service experiences, lead discovery and design activities, produce UX/UI and service design deliverables, and ensure digital solutions are intuitive, accessible, scalable, and aligned with user needs, business objectives, policy requirements, and platform capabilities.

Responsibilities:

- Lead and execute human-centred design activities to support enterprise digital services, including Microsoft Dynamics 365-based platforms and partner-facing digital services.

- Lead discovery, service design, interaction design, user research, and usability evaluation activities.

- Plan and conduct user research and discovery activities, including stakeholder interviews, workshops, usability testing, surveys, observational research, and analysis of user behaviour.

- Develop current-state and future-state service models, including journey maps and service blueprints, to identify pain points, opportunities, and service improvement areas.

- Translate business, user, and system requirements into design solutions, including information architecture, user flows, wireframes, and interactive prototypes.

- Produce UX/UI design artifacts, including personas, journey maps, service blueprints, information architecture, user flows, wireframes, high-fidelity mockups, and interactive prototypes.

- Design intuitive, accessible, responsive, and mobile-first user interfaces for web-based and enterprise platforms.

- Develop and maintain enterprise design systems, including component libraries, design standards, interaction patterns, design tokens, and accessibility guidelines.

- Apply accessibility standards such as WCAG 2.2 AA throughout the design lifecycle.

- Conduct accessibility reviews and ensure accessibility considerations are reflected in all design outputs.

- Collaborate with cross-functional Agile teams, including Product Managers, Business Analysts, Developers, Architects, Quality Assurance, and government stakeholders.

- Facilitate design thinking sessions, stakeholder workshops, design reviews, and collaborative discovery activities.





- Provide design direction and support iterative delivery through user feedback, usability validation, and continuous improvement.

- Prepare production-ready design specifications and support developer handoff, design QA, and validation of delivered solutions against intended user experience.

- Measure and evaluate user outcomes using usability metrics, feedback, analytics, and research insights.

- Use research findings and service insights to influence product direction, service design decisions, and iterative improvements.

- Support digital modernization initiatives by aligning design solutions with business objectives, service outcomes, accessibility requirements, technical constraints, and organizational priorities.

- Contribute to the evolution of digital services by identifying opportunities for service innovation, modernization, optimization, and improved user outcomes.

- Provide monthly written status updates and collaborate with contracted staff and client employees as required.

Requirements:

- 10+ years of progressive experience delivering UX, UI, and Service Design within complex enterprise environments.

- 5+ years of experience supporting digital transformation initiatives within government, public-sector, crown corporation, or comparable environments.

- Post-secondary diploma or degree in Interaction Design, Human-Computer Interaction, Product Design, User Experience Design, Industrial Design, Graphic Design, Computer Science, or a related discipline.

- Demonstrated experience designing end-to-end digital services using Human-Centred Design methodologies, including discovery, ideation, prototyping, and validation.

- Demonstrated experience applying Design Thinking methodologies to understand user needs, define problem spaces, and inform solution direction.

- Demonstrated experience planning and conducting user research activities, including user interviews, usability testing, surveys, workshops, stakeholder engagement, and qualitative or quantitative research methods.

- Demonstrated experience producing UX and service design deliverables, including personas,



journey maps, service blueprints, information architecture, user flows, wireframes, and interactive prototypes.

- Demonstrated experience designing responsive web applications and enterprise digital platforms within complex business and service environments.

- Demonstrated experience developing and maintaining enterprise design systems, including component libraries, design tokens, interaction standards, and accessibility guidelines.

- Demonstrated experience applying accessibility standards, including WCAG 2.2 AA or equivalent, throughout the design lifecycle.

- Demonstrated experience working within Agile delivery teams and collaborating with Product Managers, Business Analysts, Developers, Architects, and Quality Assurance resources.

- Demonstrated experience facilitating stakeholder workshops, design thinking sessions, design reviews, and collaborative discovery activities.

- Demonstrated experience preparing production-ready design specifications and supporting implementation through design QA and collaboration with development teams.

- Experience using up-to-date design and collaboration tools such as Figma, Miro, FigJam, Jira, Confluence, or similar platforms.

- Experience designing citizen-facing, partner-facing, or internal enterprise digital services.

- Experience designing complex business workflows, simplifying user experiences, and improving usability across digital platforms.

- Strong ability to balance business priorities, technical constraints, accessibility considerations, and user needs.

- Strong communication, facilitation, stakeholder engagement, and design leadership skills.

Preferred Requirements:

- Experience with Microsoft Dynamics 365-based CRM platforms.

- Experience designing partner portals, enterprise portals, government digital services, or housing-related service platforms.

- Experience supporting public-sector housing, social services, assisted living, grants, benefits, case management, or regulated service delivery environments.

- Experience contributing to enterprise design governance practices.

- Experience measuring user outcomes and using analytics or service metrics to support continuous improvement.

If you have the necessary expertise and able to work in Canada, please submit your resume. While we thank all candidates in advance for their application, only those shortlisted will be contacted.

ID# 5491

📌 Senior Service & UX Designer (Canada)
🏢 New Value Solutions
📍 Canada