[Hiring] Service Design Lead @Plato

Role Description

We are seeking a Service Design Lead to drive end-to-end design across a large-scale transformation program, shaping future-state investigator experiences and operating models. This role blends strategic vision with hands-on delivery, translating complex requirements into user-centered, build-ready solutions. You will work closely with Agile teams, product owners, and architects to ensure design excellence at every stage. Strong facilitation and stakeholder engagement skills are essential, with the ability to lead workshops across senior leaders and frontline users. Ideal candidates bring deep expertise in service design methods and a proven track record in complex government or enterprise environments.

Responsibilities

• Lead end-to-end service design across the full investigation lifecycle, from referral intake to case closure and outcome recording.
• Define future-state investigator journeys, operating models, and experience principles across all user groups (investigators, supervisors, oversight teams, stakeholders).
• Design interim operating models to support transition from legacy systems to the new platform.
• Translate program objectives and business requirements into design-ready, standards-aligned features.
• Collaborate with Product Planning and Business Analysis to ensure features are user-centered, feasible, and ready for build.
• Facilitate design reviews with product owners and SMEs, ensuring timely endorsement.
• Maintain design consistency across features, channels, and workstreams.

Stakeholder Engagement

• Plan and facilitate cross-functional stakeholder workshops.
• Align service processes, digital channels, and technology requirements across teams.
• Coordinate with the Planning Lead to align design delivery with sprint cadence and program timelines.

Human-centered Design & Continuous Improvement

• Embed human-centered design practices throughout delivery, from discovery to UAT and go-live.
• Advocate for investigator needs in all design and delivery decisions.
• Support change management by aligning training and adoption materials with the designed experience.
• Drive post-go-live improvements based on user feedback and operational insights.

Qualifications

• Demonstrated experience leading service design on large-scale government or enterprise transformation programs.
• Deep expertise in service design methods, journey mapping, service blueprinting, co-design facilitation, and experience prototyping.
• Ability to operate at both strategic and detailed levels, defining future-state operating models and reviewing individual feature designs in the same week.
• Experience collaborating with Agile delivery teams, product owners, and solution architects in a fast-paced program environment.
• Strong facilitation and stakeholder management skills, comfortable leading workshops with senior stakeholders and frontline investigators alike.

Nice to Have

• Experience with Curam or similar enterprise case management platforms is advantageous but not required.
• Familiarity with case management, investigation, or benefits administration domains is an asset.

Core Skills

• Agile Methodologies
• Curam
• Service Design
• Stakeholder Management
• Human Centered Design
• Journey Mapping