Lead service design for PLATO’s NIIS replacement, applying journey mapping and human-centered design within a Canada-based technology services company.

This Service Design Lead will guide large-scale government transformation across the investigation lifecycle. The work spans future-state operating models, service blueprinting, experience prototyping, and design-ready feature delivery. Collaboration includes ESDC product owners, SMEs, investigators, Agile teams, and solution architects.

Key Responsibilities:

- Lead end-to-end service design from referral intake through case closure
- Define investigator journeys, operating models, and experience principles
- Translate objectives and requirements into design-ready features




- Facilitate reviews and workshops with government stakeholders
- Support UAT, go-live, training, and continuous improvement

Requirements:

- Experience leading service design on government transformation programs
- Expertise in journey mapping and service blueprinting
- Experience facilitating co-design and experience prototyping
- Ability to work strategically and at detailed feature level
- Solid stakeholder management with Agile delivery experience

Bring service design leadership, facilitation, and investigator-focused thinking to PLATO’s NIIS replacement program.

📌 Service Design Lead Government Transformation (Canada)
🏢 PLATO
📍 Canada