Senior UX Designer

We are seeking an experienced Senior UX Designer to lead end-to-end service design and user experience initiatives across complex, multi-channel ecosystems. In this role, you will apply enterprise thinking to assess how policy, governance, technology, and operations intersect—designing innovative, user-centered solutions that scale across organization-wide channels. Working closely with both internal and external stakeholders, you will conduct generative and evaluative user research, facilitate cross-functional alignment workshops, map value streams, and build service blueprints to modernize product and service delivery.

Location: Toronto, ON (Fully Onsite – 5 days/week required)

Duration: 12-month contract

Public Sector Experience: Nice to have.



Advantages
Omni-Channel Leadership: Direct end-to-end service design across multi-touchpoint ecosystems.

Enterprise Scaling Impact: Influence cross-functional strategies connecting technology, policy, and user research.

High Executive Visibility: Facilitate co-creation workshops and present strategic briefings to leadership.

Predictable Onsite Synergy: Collaborate closely with multidisciplinary teams in a structured, 5-day onsite workspace.



Responsibilities
End-to-End Service Design & Blueprinting: Lead comprehensive omni-channel service design initiatives, utilizing value stream mapping, service blueprinting, customer journey mapping, and prototyping to address complex end-user and business needs.

User Research & Insights Synthesis: Design and execute qualitative and quantitative research protocols (interviews, surveys, usability testing), translating raw data into actionable service insights, user-centered recommendations, and risk mitigation strategies.

Omni-Channel Strategy: Develop, review, and refine service models spanning digital, phone, service desk, and physical channels to ensure consistent, high-quality end-user experiences.

Stakeholder Facilitation & Alignment: Plan and facilitate collaborative design workshops, co-creation sessions, and executive briefings to build alignment among stakeholders with competing priorities.

Ecosystem Scaling & Enterprise Thinking: Analyze dependencies, handoffs, data flows, and governance impacts across organizational boundaries, ensuring solutions support phased adoption, interoperability, and long-term scaling.

Service Measurement & Optimization: Establish service KPIs, outcome measures, and performance measurement frameworks to evaluate service effectiveness and drive continuous improvements.

Agile & Standards Integration: Champion user-centered design practices within Agile delivery environments, ensuring design solutions comply with digital service standards, privacy, accessibility, and security guidelines.

Mentorship & Design Maturity: Provide guidance and mentorship to project teams, strengthening internal service design capabilities and best practices.



Qualifications
Service Design Seniority: 7+ years of experience leading and delivering end-to-end service design, user research, and UX initiatives (Strictly Required).

Omni-Channel Stakeholder Engagement: Proven experience designing omni-channel service solutions while working closely with both internal and external stakeholders (Strictly Required).

Blueprinting & Mapping Mastery: Demonstrated experience creating core service design artifacts, including service blueprints, value stream maps, user journey maps, and interactive prototypes (Strictly Required).

Enterprise Thinking & Scaling: Proven ability to assess interactions across policy, operations, governance, technology, and data models to design scalable, enterprise-wide solutions (Strictly Required).

Research & Facilitation Skills: Experience executing qualitative/evaluative user research and facilitating design workshops to drive consensus among conflicting priorities (Strictly Required).

Nice-to-Have Assets:
Prior public sector or government service design experience.



Summary
If you're interested in the "Senior UX Designer" role based in Toronto, we encourage you to apply online at www.randstad.ca.
Only qualified candidates will be contacted for the next steps. We look forward to hearing from you!

Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.

Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.