Lead, Service Designer - Donor Experience

This role requires a minimum of 40% on-site presence at 67 College Street, Toronto, Ontario or 1800 Alta Vista Drive, Ottawa, Ontario. Additional on-site work may be required based on business needs. On-site expectations are subject to change and may be adjusted on a temporary or permanent basis. 

Job posting ID: 9024

​Employment status: Temporary full-time
Position's anticipated start date: 2026-09-08 
Position's anticipated end date: 2027-09-03

Salary/Rate of pay: $86,400 - $101,700

Application deadline: 2026-08-04 

• This external job posting may close earlier than the advertised deadline. We recommend applying as soon as possible.

Application requirements:

• Your up-to-date resume.
• Job specific cover letter.
• Portfolio or examples of relevant work.
• We recommend you save a copy of the job posting for reference throughout the recruitment process.

Do you currently work for Canadian Blood Services? All employees must apply via the internal career page.

Together, the work we do connects people and changes lives — including your own. 

Be part of a dynamic, collaborative and caring organization committed to saving and improving lives. Thousands of patients depend on us every day for reliable access to safe blood, plasma, stem cells and organs and tissues.

About the role
Canadian Blood Services is looking for a Temporary Full-time Lead, Service Designer - Donor Experience to join our dynamic Insights & Donor Experience team in Toronto or Ottawa.

The Insights and Donor Experience team plays a key role in turning data into meaningful insights that drive informed decisions, create exceptional donor experiences, and support the growth of our donor base through innovative research, analytics, and experience design.

Reporting to the Manager, Donor Experience Strategy and Design, you will help shape and improve the end-to-end donor experience by connecting strategy with execution. You will coordinate experience improvement pilots, gather and analyze donor feedback, and apply design thinking and user-centred approaches to identify opportunities for enhancement. Working collaboratively across teams, you will help translate donor experience strategy into practical, insight-driven solutions that support continuous improvement.

Formula for success

• Leveraging your expertise in human-centred design and service design methodologies, you will uncover donor needs, synthesize research insights, and translate them into improvements that enhance end-to-end, integrated donor experiences 
• Drawing on your facilitation and collaboration skills, you will lead workshops, journey mapping sessions, and co-creation activities that build stakeholder alignment and advance experience design initiatives from concept to implementation 
• Applying your analytical mindset, you will interpret donor, frontline, and operational feedback to identify trends, uncover opportunities, and recommend meaningful service enhancements.
• Utilizing your project coordination abilities, you will support the planning and execution of pilots and improvement initiatives, helping to test, refine, and scale effective solutions.
• Harnessing your proficiency with journey mapping, service blueprinting and, design tools, you will visualize experiences, identify pain points, backstage dependencies, and contribute to practical, donor-focused improvements.
• Demonstrating strong organizational skills and attention to detail, you will maintain accurate records, track progress, and deliver clear reporting that supports continuous improvement.
• Leveraging your communication and presentation skills, you will deliver effective and engaging presentations to a variety of audiences, tailoring your approach to share insights, influence decisions, and build stakeholder alignment.
• Applying systems thinking, you will consider both frontstage and backstage experiences to identify opportunities that improve experience, operational effectiveness and cross-functional.

Desired education and skills

• Post-secondary education related discipline (e.g., Human-Centered Design, Service Design, Design Thinking, business, psychology, cognitive science, or a related field). An equivalent combination of education, training and experience may be considered.
• Expertise in analyzing and synthesizing qualitative and quantitative data from multiple sources to develop a holistic understanding of donor experiences and inform improvements.
• Proficiency with digital design and visualization tools (e.g., Figma, Miro, Smaply, Qualtrics).
• Familiarity with process improvement frameworks (e.g., Lean, Agile, Six Sigma).
• Ability to work effectively in a fast-paced, multi-disciplinary team environment with tight deadlines.
• Analytical mindset with the ability to critically assess current-state experiences, identify root causes and translate insights into actionable recommendations .
• Experience creating and communicating design artefacts such as journey maps, service blueprints, concepts, and storyboards. 
• Comfort working within complex service ecosystems and applying systems thinking to improve donor experience. 
• Experience working with cross functional teams including operations, technology, marketing, digital, call centre and business partners to deliver service improvements.  
• Strong interpersonal, workshop facilitation skills, with the ability to engage diverse stakeholders and build alignment across multidisciplinary teams.

What we offer you

• Percentage in lieu of benefits and vacation.
• Annual performance award up to 6%.
• Defined benefit pension plan.
• Employee discounts, wellness program, professional resources.

What you can expect

• This role will work in a hybrid environment with requirements to be onsite at 67 College Street, Toronto, Ontario or 1800 Alta Vista Drive, Ottawa, Ontario, 40% of the time/2 days of the week.
• Travel may be required quarterly, as well as on an as-needed basis to support team meetings, project commitments, workshops, and other business requirements.

If this role resonates with you, we encourage you to apply by providing your up-to-date resume. This could be your first step towards a meaningful and inspiring career. Come to work each day knowing that you save lives. 

We acknowledge that the work of Canadian Blood Services spans many Territories and Treaty areas across the country, and we are grateful for the Traditional Knowledge Keepers and Elders who have guided us in this important work. We recognize the land and waters that have inspired our work and offer gratitude to those Indigenous peoples on whose territory we work, live and play.

Diversity and inclusion play a vital role in ensuring health equity for patients across Canada. We are committed to reflecting Canada’s population in our organization and fostering an environment where all employees can be their authentic selves, with equal opportunities to succeed and contribute.  

We thank all applicants for their interest. However, only those considered for an interview or those invited to participate in an assessment will be contacted. Emails are sent directly from our system, to ensure you receive them please add donotreply@blood.ca and system@successfactors.com to your safe senders list. 

Applicants who require accommodation should discuss their needs with us.

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