Senior Service Designer

Join Our Global Team

Choose a workplace that empowers your impact. Join a global workplace where employees thrive. One that embraces diversity of thought, expertise and experience. A place where you can personalize your employee journey to be — and deliver — your best. We are a purpose-driven, dynamic and sustainable pension plan. An industry leading global investor with teams in Toronto to London, New York, Singapore, Sydney and other major cities across North America and Europe. We embody the values of our 665,000 members, placing their best interests at the heart of everything we do. Join us to accelerate your growth & development, prioritize wellness, build connections, and support the communities where we live and work. Don't just work anywhere — come build tomorrow together with us.

Service Design Role

OMERS Pensions Department is dedicated to exploring, identifying and validating new opportunities to deliver value to our pension members, employers, stakeholders and partners in the OMERS ecosystem. Our work is not confined to one team, one process, or a standard outcome. Rather, we are mandated with the task of helping OMERS optimize for today, and build for tomorrow. Why Service Design specifically? As we deliver on this mandate, you will be an expert in the practical and creative application of human-centered design and service design methodologies, with the goal of improving and developing new processes, experiences, and services. You bring people together to surface deep user needs and translate them into exceptional end-to-end experiences.

Instructions for Submitting Your Application

When you send in your application, make sure to provide these items:

1. Cover letter
2. Resume, with a link to relevant work sample that demonstrates your ability to solve complex problems (ideally within financial services or other regulated environments). Please link to a brief case study or sample of work (no more than 3 PDF pages or slides or webpage). Illustrate how you've used human-centered design methods to tackle these challenges. Be sure to describe the practices you applied and highlight your strengths (such as qualitative or quantitative research, service design, design strategy, or other areas).

Strong communication is essential for all Service Designers at OMERS. Consider this case study/work sample your chance to show how well you can present your ideas clearly and effectively within just a few pages or slides. Please remember: If you use AI tools in preparing your application or any work products, please let us know. Share some details about your approach—how do you use AI and what critical perspective do you bring?

What You'll Do

Lead and facilitate cross-functional workshops and co-creation sessions to frame problems, generate ideas, and align teams around a shared vision

Own end-to-end service design initiatives, from discovery through to delivery, across digital, human, and operational touchpoints

Plan and conduct research (qualitative and quantitative) to uncover member and employer, employee needs, behaviors, and pain points

Synthesize insights into clear, actionable opportunities that balance member/employer value and business impact

Create and evolve service artifacts such as journey maps, service blueprints, ecosystem maps, and user flows to drive alignment and decision-making

Translate concepts into action by partnering with product, technology, and operations teams to shape roadmaps, feature development and future-state problem solving

Design new service propositions that align user needs with strategic business objectives

Champion and embed service design as a mindset and way of working across OMERS

Influence stakeholders at all levels through clear storytelling, strong facilitation, and evidence-based recommendations

Work collaboratively by bringing empathy, creativity, and a constructive mindset to highly collaborative engagements.

What You Bring

5+ years of experience in service design, strategic design, CX, UXR, or a related field

A strong history demonstrating end-to-end service design work, from research and insight generation to strategy and delivery

Strong expertise in human-centered design methods, including research, synthesis, ideation, prototyping, and testing

Proven ability to design and improve complex, multi-channel services that meet user needs and drive operational efficiency

Strong systems thinking—understand how experiences connect to processes, policies, and organizational structures

Confidence facilitating workshops and managing diverse stakeholders, including senior leaders

Excellent visual and verbal communication skills, with the ability to bring ideas to life through artifacts such as journey maps and service blueprints

Experience working in cross-functional, agile teams alongside product managers, developers, and business stakeholders

A critical thinking and entrepreneurial mindset—comfortable with ambiguity and driven to solve complex problems

Ability to synthesize and connect past research insights to present and future project initiatives.

A Note on Growth

The Pensions team is constantly evolving—and your role will evolve with it. At OMERS, we're committed to helping you grow your craft, expand your impact, and shape the future of service design within our organization.

This posting is for an existing vacancy. The expected salary range for this position is $72,000.00 - $108,000.00 per year. You may also be eligible to receive an annual Incentive Award pursuant to our Short-term Incentive plan and our Long-Term Incentive plan (if applicable), and to participate in our group benefits and retirement plans – details on these elements of compensation are included within OMERS & Oxford offer letters.

As one of Canada's largest defined benefit pension plans, our people-first culture is at its best when our workforce reflects the communities where we live and work — and the members we proudly serve. From hire to retire, we are an equal opportunity employer committed to an inclusive, barrier-free recruitment and selection process that extends all the way through your employee experience. This sense of belonging and connection is cultivated up, down and across our global organization thanks to our vast network of Employee Resource Groups with executive leader sponsorship, our Purpose@Work committee and employee recognition programs.