Senior Services Designer

Our team is committed to enhancing physician and patient quality of life through Elation, a SaaS cloud-based clinical platform. We’ve built a product that users love, and we plan to keep it that way by continuing to empathize with users and help them overcome their most significant challenges. Designing at Elation is humbling, challenging, and rewarding. Our users do work that affects human lives, and our tools can make or break that work.

The Role

As a Senior Service Designer, you'll be designing connections across one of healthcare's most complex environments: workflows, data flows, handoffs, and the human, ethical, legal, and clinical implications that ripple out from even the smallest decisions.

Clinicians have repeatedly awarded Elation "Best in KLAS" in our category, a recognition that reflects our clinician-first approach to everything we build. Reporting up through our Chief Product Officer, you'll work autonomously within your team while remaining connected to a centralized design group that is deeply collaborative and curious. Outside of design, you’ll find enthusiastic collaborators in our on-staff physicians, our users and across the organization.

As the first service designer at Elation, you'll own complex problems from discovery through delivery, develop frameworks, and mentor others in design thinking. If you want to do complex, meaningful work at the place where design and healthcare intersect, we'd love to hear from you!

What You'll Do (Role and Responsibilities)

• Deeply understand our users—their problems, workflows, and jobs-to-be-done—to ensure we are always solving for the right thing.
• Conduct qualitative and quantitative research with customers and internal stakeholders.
• Map and optimize customer journeys 
• Develop journey maps, service blueprints, playbooks, and governance models that align front-stage and back-stage processes.
• Facilitate workshops and co-design sessions.
• See solutions through to delivery, including contributing UI and interaction design within Elation's established design system. 

• Manage stakeholder relationships across all levels of the organization and be able to articulate complex design ideas through storytelling, data, and design artifacts.
• Establish service design standards and reusable frameworks.

What We're Looking For (Experience and Skills)

• 4+ years of experience in service design, UX design, systems design, HCI, or related design fields
• Experience designing complex, cross-functional service ecosystems
• Passion for translating ambiguity into structured, actionable plans
• Deep understanding of system design principles, service design, stakeholder facilitation, cross-disciplinary leadership
• Familiarity with AI-powered and agentic user experiences
• Familiarity with AI design, research, and development tools; and the wisdom to know when they are appropriate

Nice to haves:

• Experience in healthcare, health tech, SaaS, or regulated environments
• Familiarity with clinical workflows or practice operations
• Experience scaling services in high-growth organizations

SALARY RANGE: $160,000 - 190,000 CAD

Elation welcomes individuals from all backgrounds and walks of life. Elation is proud to be an Equal Opportunity Employer and is dedicated to creating and maintaining a diverse and inclusive work environment.

We are committed to equal opportunity for all employees and applicants, and value individuals with diverse perspectives including, but not limited to: race, color, religion, sex, sexual orientation, socioeconomic status, age, gender identity or gender expression, national origin, disability or veteran status.

Elation also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as work authorization and employment eligibility verification requirements of the Immigration and Nationality Act and IRCA. We firmly believe a strong culture that supports a diverse and inclusive workforce allows us to achieve Elation’s mission of helping independent primary care thrive.