Service Designer

Job description

Position Description:

The Service Designer is responsible for designing and improving end-to-end services across digital and non-digital touchpoints. This role blends user research, systems thinking, and cross-functional collaboration to ensure services meet user needs, deliver measurable business value, and align with organizational strategy. You will work closely with product, design, technology, and business teams to shape holistic service experiences grounded in evidence and feasibility

Your future duties and responsibilities:

1. Service & Journey Design:
• Design and refine end-to-end service experiences by mapping user journeys, service blueprints, workflow diagrams, and ecosystem maps that clarify interactions between users, systems, teams, and processes.
• Translate research insights and business objectives into actionable service concepts, experience flows, and operational recommendations.
• Identify pain points, gaps, and opportunities across the entire service lifecycle—from awareness and onboarding to ongoing engagement and support.
2. User Research & Insight Development
• Plan and conduct generative and evaluative research, including user interviews, contextual inquiries, diary studies, usability sessions, and co-design workshops.
• Analyze and synthesize qualitative and quantitative data into insights, opportunity areas, personas, behavioral patterns, and design criteria.
• Communicate insights compellingly to stakeholders, influencing decision-making with evidence.
3. Prototyping & Validation
• Create prototypes at multiple levels of fidelity—service prototypes, workflow prototypes, role-playing scenarios, mock service scripts, or digital wireframes.
• Test concepts with users and operational teams to validate desirability, feasibility, and viability.
• Iterate designs based on feedback, business constraints, and technical requirements.
4. Cross-Functional Collaboration & Stakeholder Engagement
• Partner with product managers, UX/UI designers, developers, business analysts, and operational teams to ensure service designs are technically executable and aligned with organizational goals.
• Facilitate workshops, ideation sessions, journey mapping exercises, and stakeholder alignment meetings to build shared understanding.
• Present and defend design recommendations to senior leaders and client executives with clarity and strategic rationale.
• Act as a trusted consultant to help business partners define service strategy and transition toward more client-centric service models.
5. Leadership, Mentorship & Practice Development
• Mentor junior designers and researchers by reviewing work, providing feedback, and modeling human-centered design best practices.
• Contribute to the growth of the service design practice through developing frameworks, templates, standards, and case studies.
• Support business development by contributing to proposals, pitches, scoping, and thought leadership.
6. Agile Ways of Working
• Work within agile and hybrid delivery teams, contributing to sprint planning, backlog refinement, and iterative design.
• Adapt designs quickly based on evolving user needs, emerging research, and technical constraints.
• Ensure service design deliverables support continuous improvement and future scalability.

Required qualifications to be successful in this role:

• Deep knowledge of service design methodologies, including journey mapping, blueprinting, concept modeling, and systems thinking.
• Demonstrated experience designing for complex services with multiple touchpoints (digital and non-digital).
• Proven ability to conduct research, synthesize insights, and communicate findings to diverse audiences.
• Experience facilitating workshops and co-design sessions with stakeholders and users.
• Proficiency with design tools (Figma, Miro, FigJam, Adobe XD, or similar).
• Strong communication, storytelling, negotiation, and relationship-building skills.
• Experience working within multidisciplinary teams, ideally in agile environments.

Skills:

·  Adobe XD
·  Agile Service Design
·  Figma
·  Service Design

What you can expect from us:

Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

At CGI, we value the strength that diversity brings and are committed to fostering a workplace where everyone belongs. We collaborate with our clients to build more inclusive communities and empower all CGI partners to thrive. As an equal-opportunity employer, being able to perform your best during the recruitment process is important to us. If you require an accommodation, please inform your recruiter.

To learn more about accessibility at CGI, contact us via email . Please note that this email is strictly for accessibility requests and cannot be used for application status inquiries.

Come join our team—one of the largest IT and business consulting services firms in the world.