Job Description

Fujitsu's Public Sector practice delivers human-centric digital services that transform how Canadians interact with government, improving people's lives, strengthening society, and enhancing public services--guided by Fujitsu Experience Practice's core values and principles of empathy, collaboration, and continuous innovation. As a Service Designer, you will own end-to-end stakeholder research and co-creation, leveraging Fujitsu's Service Design Way alongside our Human Experience Design (HXD) methodology. You'll co-create intuitive service blueprints, prototypes, and delivery roadmaps, participating in cutting-edge projects at the intersection of Service Design and AI to improve citizen experiences at scale. You will manage outcomes, tracking and measuring them through sprints and iterations to ensure value continuity, and you'll lead the Agile team--keeping everyone focused on driving measurable impact for Canadians.


This role requires someone who can wear many hats, from field research and usability testing to blueprint creation, workshop facilitation, and executive-level presentations. While you'll have the support of front-end designers, UX/UI specialists, digital architects, QA engineers, and Scrum Masters, you must be comfortable stepping into any aspect of the service design lifecycle--and confidently leading team members--to keep momentum and focus on the citizen-first value.

Key Responsibilities

End-to-End Research Ownership:

Develop research strategies and plans, recruit participants, conduct interviews and workshops, and synthesize findings into actionable insights

Co-Creation & Ideation:

Facilitate journey mapping, empathy mapping, and co-design workshops with citizens, policy-makers, and stakeholders

Service Blueprinting & Prototyping:

Produce detailed service blueprints, user stories, and low-/high-fidelity prototypes that translate user needs into measurable value

Usability Testing & Field Research:

Plan, execute, and report on usability and field tests to validate design decisions and ensure positive citizen outcomes

Executive Engagement:

Present research findings, design artifacts, and service roadmaps to senior leadership and project sponsors

Proactive Initiative:

Self-start during project lulls by refining deliverables, ideating new value cases, hosting brainstorming sessions, and planning upcoming sprints

Agile Leadership:

Lead and mentor Agile team members, ensuring ceremonies stay focused on value delivery and continuous improvement

Change Management:

Embed organizational and policy change considerations into service delivery and hand-off to implementation teams

Continuous Improvement:

Contribute to evolving Fujitsu's Service Design Way, HXD toolkit, and broader experience frameworks

Citizen-First Mindset:

Champion the needs and aspirations of citizens at every stage, ensuring that the value created by your designs drives meaningful social impact

Requirements

Minimum

5 years

of professional Service Design experience (ideal 7+ years), including large-scale, citizen-centric digital transformations Proven ability to lead end-to-end research, co-design workshops, usability testing, blueprinting, and presentations to executives Comfortable wearing many hats across all aspects of the service design lifecycle and leading Agile team members Strong facilitation, storytelling, and communication skills to engage diverse stakeholders Exceptional self-starter mentality; you spot gaps, propose and execute value-adding initiatives, and think several steps ahead Deep passion for citizen experience and turning user insights into tangible outcomes that improve lives Ability to fully immerse yourself in project goals, team dynamics, and the diverse perspectives of end users and society Experience collaborating within Agile teams and ceremonies
Bachelor's degree in Design, Human Factors, HCI, Social Sciences, or related field