What You’ll DoLead and facilitate cross‑functional workshops and co‑creation sessions to frame problems, generate ideas, and align teams around a shared vision.Own end‑to‑end service design initiatives, from discovery through to delivery, across digital, human, and operational touchpoints.Plan and conduct research (qualitative and quantitative) to uncover member and employer, employee needs, behaviors, and pain points.Synthesize insights into clear, actionable opportunities that balance member/employer value and business impact.Create and evolve service artifacts such as journey maps, service blueprints, ecosystem maps, and user flows to drive alignment and decision‑making.Translate concepts into action by partnering with product, technology, and operations teams to shape roadmaps, feature development, and future‑state problem solving.Design new service propositions that align user needs with strategic business objectives.Champion and embed service design as a mindset and way of working across OMERS.Influence stakeholders at all levels through clear storytelling, solid facilitation, and evidence‑based recommendations.Work collaboratively by bringing empathy, creativity, and a constructive mindset to highly collaborative engagements.What You Bring5+ years of experience in service design, strategic design, CX, UX research, or a related field.A strong history demonstrating end‑to‑end service design work, from research and insight generation to strategy and delivery.Strong expertise in human‑centered design methods, including research, synthesis, ideation, prototyping, and testing.Proven ability to design and improve complex,



multi‑channel services that meet user needs and drive operational efficiency.Strong systems thinking—understand how experiences connect to processes, policies, and organizational structures.Confidence facilitating workshops and managing diverse stakeholders, including senior leaders.Excellent visual and verbal communication skills, with the ability to bring ideas to life through artifacts such as journey maps and service blueprints.Experience working in cross‑functional, agile teams alongside product managers, developers, and business stakeholders.A critical thinking and entrepreneurial mindset—comfortable with ambiguity and driven to solve complex problems.Ability to synthesize and connect past research insights to present and future project initiatives.A successful candidate will be empathetic to the needs of others, curious about the world, creative in their approach to problem‑solving, and eager to learn by doing.Nice to HaveExperience in financial services, pensions, or other regulated environments.Familiarity with tools such as Figma, Miro, Sprig, or similar survey tools.Exposure to data‑informed design, experimentation, or analytics.Experience helping to build or scale service design practices.A Note on GrowthThe Pension Team is constantly evolving—and your role will evolve with it.



At OMERS we’re committed to helping you grow your craft, expand your impact, and shape the future of service design within our organization.Hybrid Work GuidelinesWe believe that time together in the office is important for OMERS and Oxford, the strength of our employees, and the work we do for our pension members. In delivering on our pension promise, keeping us connected to our work and each other, our flexible hybrid work guideline requires teams to come in to the office 2 days per week.This posting is for an existing vacancy. The expected salary range for this position is $72,000.00 – $108,000.00 per year. You may also be eligible to receive an annual Incentive Award pursuant to our Short‑term Incentive plan and our Long‑Term Incentive plan (if applicable), and to participate in our group benefits and retirement plans – details on these elements of compensation are included within OMERS & Oxford offer letters.From hire to retire, we are an equal opportunity employer committed to an inclusive, barrier‑free recruitment and selection process that extends all the way through your employee experience. This sense of belonging and connection is cultivated up, down and across our global organization thanks to our vast network of Employee Resource Groups with executive leader sponsorship, our committee and employee recognition programs.Artificial intelligence (AI) tools are used to support certain stages of the OMERS recruitment process. While AI assists us in our process, human judgment and decision‑making remain central to our candidate experience.#J-18808-Ljbffr

📌 Senior Service Designer - C$72,000 - C$108,000 A Year (Winnipeg)
🏢 OMERS
📍 Winnipeg