Senior Service Designer

Our employees are at the heart of everything we do. Together, we help people, businesses, and society prosper in good times and be resilient in bad times.

Our growing team is looking for a Senior Service Designer!

The Senior Service Designer shapes accessible, outcome-driven employee experiences across the IT Services Portfolio, enterprise platforms, and transformation initiatives.

Combining experience design, enablement, and transformation architecture, the role translates portfolio priorities, operating model evolution, and user needs into journeys, intelligent workflows, adoption strategies, and measurable service improvements.

• Define and lead the experience and enablement strategy for the IT Services Portfolio in alignment with transformation priorities.
• 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 that reduce friction, improve outcomes, and scale across enterprise platforms, Automation, AIOps, and Digital Workplace solutions.
• Establish reusable design standards, service patterns, governance practices, and enablement assets that support sustainable transformation.

Portion of the work may be performed under the supervision of a designer.

• Design accessible end-to-end experiences and produce the artefacts required to guide delivery.
• 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 to identify user needs and friction points.
• Use feedback, behavioral insights, and performance data to validate designs and improve adoption and satisfaction.

• Partner with business, product, architecture, and delivery leaders to embed user-centered design 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 that demonstrate employee, service, and business impact.

• 7+ years of experience service design, in product design, organizational design transformation, journey and service engineering, or enterprise enablement, product experience (asset).
• Measurable business impact, strong portfolio demonstrating experience strategy, journey transformation, service blueprinting, intelligent workflow design.
• Demonstrated 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.
• Lean Six Sigma, ITIL 4 or 5 certification or knowledge of modern 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 considering the necessity to interact on a regular basis with English speaking colleagues across the country.  
• No Canadian work experience required however must be eligible to work in Canada. 

#LI-Hybrid

We are an equal opportunity employer

At Intact, our Value of respect is founded on seeing diversity as a strength. We strive to create an accessible workplace where employees feel valued, included and encouraged to share their unique perspectives.

We encourage applications from individuals who are members of equity-deserving groups, including but not limited to women, Indigenous peoples, persons with disabilities, Black people, and members of the 2SLGBTQI+ community.

As part of Intact’s commitment to reconciliation, we acknowledge that we work, meet and travel across the land currently called Canada, originally inhabited by First Nations, Metis and Inuit people. This history extends through many centuries and continues to evolve today.

We have policies to ensure equal access and participation for people with disabilities, including providing workplace adjustments (accommodations). A copy of applicable policies is available on request.

If we can provide a specific adjustment to make the recruitment process more accessible for you, please let us know when we reach out about a job opportunity. We’ll work with you to meet your needs.

Learn more about our recruitment process and your candidate journey here.

Please note that Intact does not provide sponsorship or other support for immigration-related matters including but not limited to employer-specific closed work permits. Candidates must be eligible to work in Canada from the anticipated start date and throughout their employment and are solely responsible for maintaining their work eligibility.

If you are an employee of Intact or belairdirect, please apply for this role on Internal Career Site.