Service Designer

What you’ll do

You will be the expert practitioner with broad industry experience who can define and assure best practices while influencing, leading and mentoring others.

In this role, you will:

• influence both design and organizational strategy and priorities
• collaborate with colleagues across Code For Canada and our Partner

You’ll be part of a cross-functional team to build a digital product that addresses a public service need.

As a team, you’ll be responsible for all aspects of the product development process. You will coordinate closely with internal IT teams to ensure that the product is well-positioned for long-term sustainment after the completion of your contract.

You’ll work shoulder to shoulder with public servants who are subject matter experts, learning from them about their domain and helping them understand the approaches, tools, and processes of digital teams.

Whom we’re looking for:

Duties, Responsibilities & Qualifications:

• Agile working. You can coach and lead teams in Agile and Lean practices, determining the right approach for the team to take and evaluating this through the life of a project. You can think of new and innovative ways of working to achieve the right outcomes. You can act as a recognized expert and advocate for the approaches, continuously reflecting and challenging the team. (Skill level: expert)

• Communicating between the technical and non-technical. You can mediate between people and mend relationships, communicating with stakeholders at all levels. You can manage stakeholder expectations and moderate discussions about high risk and complexity, even within constrained timescales. You can speak on behalf of and represent the community to large audiences inside and outside of government. (Skill level: expert)

• Community collaboration. You can solve and unblock issues between teams or departments at the highest level. You can understand the psychology of the team and have strong mediation skills. You can coach the organization on team dynamics and conflict resolution, while also building and growing the community. (Skill level: expert)

• Digital perspective. You can demonstrate knowledge of the wider digital economy and advances in technology, and understand how these impact in a government context. You can make decisions that set the standards for others to follow. You can understand working using Agile methodology at an organizational level. You can create an environment for success. (Skill level: expert)

• Evidence- and context-based design. You can design systems for use across multiple services and can identify the simplest of a variety of approaches. (Skill level: expert)

• Leadership and guidance. You can change organizational structures to fixable and sustainable designs. You can lead on the strategy for the whole organization, marrying business needs with innovative analysis. You can make and justify decisions characterized by high levels of risk, impact and complexity. You can build consensus between organizations (private or public) or highly independent and diverse stakeholders. You can solve and unblock issues between teams or departments at the highest level. You can understand the psychology of a team and have strong mediation skills. You can coach the organization on team dynamics and conflict resolution. (Skill level: expert)

• Managing decisions and risks. You can make and justify decisions characterized by high levels of risk, impact and complexity. You can build consensus between organizations (private or public) or highly independent and diverse stakeholders. You can be trusted by senior risk owners as an expert in security. You can apply risk methodologies at the most complex levels of risk, and guide others in applying risk methodologies in proportion to the risk in question. (Skill level: expert)

• Prototyping. You can use a variety of prototyping methods, from paper to Figma or even HTML. You can share best practices and coach others. You can look at strategic service design end to end. (Skill level: expert). Prototyping in Figma or HTML. (Skill level: working)

• Strategic thinking. You can lead the design and implementation of strategy, directing the evaluation of strategies and policies to ensure business requirements are being met. (Skill level: expert)

• User focus. You can give directions on which tools or methods to use. You can demonstrate experience in meeting the needs of users across a variety of channels. You can bring insight and expertise in how user needs have changed over time to ensure they’re met by the business. You can apply strategic thinking to provide the best service for the end user. (Skill level: expert)

• Working within constraints. You can influence, challenge and coach. You can anticipate how constraints might change and know where to challenge or remove constraints. (Skill level: expert)

• Communication. Communicate effectively with a wide range of stakeholders, team members, and users. Listen actively, and tailor messages to different audiences and contexts.

• Empathy. Place users first to understand their needs, goals, and pain points. Extend the same empathy towards your team members and stakeholders.

• Collaboration. Work effectively with cross-functional teams, including developers, subject matter experts, and business analysts. Lead and facilitate meetings and workshops. Give and receive feedback in positive, constructive ways that contribute to everyone’s success.

• Creativity. Help facilitate innovative solutions to complex problems. Brainstorm new ideas, prototype and iterate on designs.

• Adaptability. Adapt to shifts in the design process, stakeholder, and user feedback. Adjust their approach and pivot quickly in response to new information.

• Problem-solving. Identify and define problems, and develop solutions that meet the needs of users and stakeholders. They need to be able to analyze data, conduct research and evaluate the effectiveness of designs.

• Leadership. Lead and inspire team members, and manage expectations and stakeholders in a government context. Motivate team members, foster a collaborative environment, and facilitate great decision-making.