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Senior Service Designer - TELUS Health


Toronto, ON, CA Vancouver, British Columbia, CA Edmonton, AB, CA Calgary, AB, CA

Req ID:  23280
Jobs by Category:  Health
Job Function:  Health Solutions
Status:  Full Time
Schedule:  Regular

The TELUS Health Virtual Pharmacy product team takes a human-centered design approach to connecting people and families with innovative care options, and helping them live their healthiest lives. As a Service Designer, a thought leader, and practitioner in supporting design strategy, you will be directing, mentoring, and working alongside diverse sprint teams across the product lifecycle.


Job Responsibilities:


  • Place the experience of the customer and the momentum of the marketplace at the core of each effort; prioritize effectively by using data and insights to both drive decisions and craft experiences for our patients, our pharmacy teams, and the employers who embed our services into their health benefits packages
  • Scope, plan, and lead immersive research with user groups and stakeholders as you (and your UX counterpart) see fit, which may include patients, families, clinicians, internal teams and business customers
  • Work within in a multi-disciplinary pod-based structure alongside principle design engineers, UX designers, and product managers to unpack user needs in order to iterate upon the TELUS Health Virtual Pharmacy experience
  • Leverage a systems thinking perspective to connect across theTELUS Health product ecosystem
  • Develop a clear understanding of user needs, emergent market gaps and business alignment to unearth opportunity with solutions that can deliver product/market fit
  • Lead creation of design strategy assets: service blueprints, user insights, design principles, personas, archetypes, use cases, experience maps, ecosystem maps
  • Become the subject matter expertise for workflows (front and back-end) in order to identify opportunities for improvements, provide meaningful inputs to new features and improve patient experience
  • Lead the product team to support and work towards design strategy via structured workshops
  • Contribute to product roadmaps and features, prioritized product backlogs, and product playbooks
  • Actively participate in the internal TELUS Health Design Guild and Service Design community, and contribute to a collective TELUS Health design strategy knowledge base
  • Cultivate a culture of inclusion, empathy, tenacity, and curiosity 



  • Bachelor's Degree in Design, Psychology, or related field; 
  • Candidates must have experience with bringing products or services from insight to market, and must have worked directly with stakeholders in a healthcare environment 
  • Experience designing for and conducting research with healthcare-related groups: patients, caregivers, healthcare professionals, and payers or other business stakeholders
  • We ask that you have 5+ years experience in one of: service design, experience strategy or design strategy, innovation
  • We ask that candidates express interest in the TELUS Health mission, prepare to work on a dynamic and collaborative team, and are motivated to coach and learn
  • Have fluidity in working within a Human-Centered Design, Lean Start-up and Agile delivery frameworks and methodologies, able to teach and  influence others to adopt new ways of working 
  • Recent experience in service blueprinting in digital settings, mapping the connected interactions between people, data, process and technology
  • Product strategy and experience development with proven ability to develop comprehensive, customer-centric strategic product plans. Visionary, innovative, forward-thinking and customer focused
  • Able to craft a compelling narrative to drive both internal and external socialization grounded by strong verbal, written communication and effective presentation skills
  • Candidates should have direct working experience in a variety of methodologies, frameworks and deliverables mentioned in the Job Responsibilities section, above




  • Bilingualism in French and English is an asset
  • Candidates that have worked in consulting, independent start-up and corporate environments
  • Candidates with Master degrees in Design, Strategic Foresight, Innovation or Business
  • Candidates with experience using design platforms such as Figma, InDesign, Stretch, etc.
  • Candidate with thorough knowledge and experience across a range of UX research approaches and methodologies




A bit about us

We’re a people-first, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world. When you join our team, you’re helping us make the future friendly.

We’re committed to diversity and equitable access to employment opportunities based on ability—your unique contributions and talents will be valued and respected here.

The health and safety of our team, customers and communities is paramount to TELUS. Accordingly, we require anyone joining our team to be fully vaccinated for COVID-19.

TELUS Health is an IT leader in Canada that focuses on the health sector. Our mission is to improve the way information is being used along the continuum of care to better the health of citizens in Canada and in selected countries.  

Disclaimer:  In accordance with the TELUS Health Solutions Data Center Security Policy, as a condition of employment, all personnel whose job functions require they work at a Data Center and/or have access to detailed knowledge of technology related to client service delivery, are subject to a Personnel Security Screening conducted through the Government of Canada.






We’re looking for clinicians, programmers, product developers, sales and marketing people, customer support, and everyone in between. If you have a penchant for turning information into better health outcomes, then we want you to help us develop, implement and manage the most innovative healthcare solutions possible.

We are honoured to be recognized

Physicians using TELUS Health electronic medical records

Pharmacies using our pharmacy solutions

140 million+
Health claims processed using TELUS Health solutions


TELUS is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment.

We offer accommodation for applicants with disabilities, as required, during the recruitment process.