- Define and lead the experience and enablement strategy for the IT Services Portfolio
- Translate future-state operating model objectives into experience principles, end-to-end journeys, service blueprints, intelligent workflows, adoption strategies, and delivery roadmaps
- Engineer simplified services and workflows across enterprise platforms, Automation, AIOps, and Digital Workplace solutions
- Establish reusable design standards, service patterns, governance practices, and enablement assets
- Design accessible end-to-end experiences and delivery artefacts
- Ensure solutions meet usability, accessibility, and design quality standards
- Collaborate with delivery teams to preserve design intent through implementation
- Conduct interviews, workshops, journey mapping, and usability testing
- Use feedback, behavioral insights, and performance data to validate designs and improve adoption and satisfaction
- Partner with business, product, architecture, and delivery leaders throughout discovery, prioritization, and delivery
- Align experience investments and solution decisions with portfolio priorities and measurable outcomes
- Develop enablement approaches that increase adoption, self-service, and sustained behavior change
- Define success measures and value narratives demonstrating employee, service, and business impact Requirements - 7+ years of experience in UX, service design, product experience, digital transformation, journey and service engineering, or enterprise enablement
- Strong portfolio demonstrating experience strategy, journey transformation, service blueprinting, intelligent workflow design, and measurable business impact
- Ability to connect business outcomes, operating model changes,



technology platforms, and user needs from strategy through execution
- Experience with enterprise applications, employee experience platforms, automation, AI-enabled services, or digital workplace environments is strongly preferred
- ITIL 4 or 5 certification or knowledge of contemporary IT service management practices is an asset
- Proficiency with AI concepts, tools, and AI-enabled service or workflow design is an asset
- Business Architecture experience or formal training is an asset
- For candidates located in Quebec, bilingualism is required to interact regularly with English-speaking colleagues across Canada
- Must be eligible to work in Canada
- Must maintain work eligibility throughout employment Core Competencies Demonstrates expertise in UX, service design, and digital transformation, with a strong focus on journey and service engineering. Proficient in developing strategies that enhance user experience and drive measurable business impact through intelligent workflow design and enterprise enablement. Highest-signal resume keywords - UX Design
- Service Blueprinting
- Journey Transformation
- AI-Enabled Service Design
- ITIL Certification Hard Skills - Experience Strategy
- Journey Mapping
- Usability Testing
- Workflow Design
- Design Quality Standards Soft Skills - Collaboration
- Communication
- Stakeholder Engagement Certifications & Qualifications - ITIL 4 Certification
- ITIL 5 Certification Industry Keywords - Digital Transformation
- Service Design
- User Experience
- Business Architecture
- Behavior Change Tools & Technologies - Enterprise Applications
- Employee Experience Platforms
- Automation Tools
- Digital Workplace Solutions

📌 Senior UX Designer (Montreal)
🏢 Jobtailor
📍 Montreal