Government

Senior Service Designer

Archived
Full Time

Treasury Board Secretariat

What can I expect to do in this role?

In this role, you will:
• Lead and co-ordinate concurrent service design projects to identify the current state and propose opportunities for service improvement
• Plan, lead and co-ordinate the design, development, prototype testing, and implementation of new solutions for service delivery
• Respond to emerging business and policy issues and client requirements by developing and recommending innovative integrated/digital service delivery strategies and solutions
• Lead the design, development and deployment of tools, methods, processes and standards to ensure the integrity and validity of the service design function and outcomes
• Facilitate change management with service providers and client ministries to add new products and services across all service delivery channels including digital service delivery systems
• Provide service design expertise to service owners, managers, clients and users and others, including making presentations and recommendations to the relevant ADM as senior responsible officer for the service in question
• Participate in project and advisory committees to provide service design advice and expertise, reports and recommendations, and to co-ordinate testing, implementation and post-implementation review planning
• Initiate partnerships and lead/participate in enterprise wide projects with other ministries, jurisdictions or the broader public sector having impacts on ministry and corporate program delivery
• Manage multi-disciplinary service design project teams through all phases of complete projects.

How do I qualify?

Service Delivery & Digital Service Design:

• You have experience with end-to-end designing and launching services that have been implemented to solve a customer/used need or business problem for service improvement
• You have knowledge of emerging service practices(digital and in-person delivery models), service performance measurement and delivering using modern tools and technology
• You have experience defining KPIs and success metrics to evaluate service journey and outcomes
• You have knowledge of recognized service design principles, techniques, and methodologies in the following areas: user needs mapping, user research (exploratory and evaluative), stakeholder mapping, personas, customer journey mapping, collaborative design, prototyping, and service blueprinting
• You have knowledge of recognized service design skills in the following areas: research – interviewing, surveys, focus groups, usability testing, etc. and facilitation – meetings, workshops and co-creation

Communication and Stakeholder Relationship Skills:

• You are able to develop and deliver presentations to provide knowledge-sharing and skill-building concerning standards, methods, and specific solutions for service design projects
• You have excellent oral and written communication skills to manage diverse business relations
• You are able to provide written and verbal instructions and advice to clients on re-engineering solutions
• You can prepare reports, and provide recommendations to senior management and clients, and ensure documentation is clear for users who are not specialists in service design

Business Knowledge:

• You have knowledge of qualitative and quantitative measurement and risk assessment to develop, apply, and evaluate solutions that result from service design projects
• You have knowledge of government directions, decision-making processes, and strategic and operational planning

Analytical and Problem-Solving Skills:

• You have experience applying design thinking to projects and lead to develop insights, generate concepts and map how people will use these services
• You are able to identify trends and potential risks (e.g. financial, political, operational, legal) for new projects/programs and services/operations
• You are able to analyze and interpret business and technical requests, user research options and identify best course of action
• You can identify potential problems and develop mitigating strategies within service design projects

Project Management and Change Management Knowledge:

• You can lead and plan concurrent service design projects often involving multiple ministries and/or jurisdictions by coordinating with clients, stakeholders and partners
• You have excellent change management and project management knowledge, including planning, resource and budget scheduling, and risk management
• You are able to introduce new/re-engineered processes and related standards and practices

Location
Toronto, ON
Type
Full Time
Industry
Government
Apply for Job
Sorry! This job has expired.

More jobs at Treasury Board Secretariat

We haven't found any other jobs at Treasury Board Secretariat.

More jobs in Canada

Senior Policy Advisor/Senior Consultant

Ontario Public Service

job location
Toronto, ON, Canada
industry
Government

Senior Service Designer

Dialogue

job location
Montreal, QC, Canada
industry
Health

Senior Service Designer

Dialogue

job location
Montreal, QC, Canada
industry
Health

Proud Partners

Harmonic Design logoService Design Show logoTheyDo

We can help you attract the best service design talent and grow your brand. Partner with us.

Don’t miss important updates.

Join our email list to stay updated on new jobs, resources, events, and more to help you with your career

We’ll use your email to send you updates about the report and other helpful service design topics. We hate spam just as much as you do, so we’ll never share your email. Unsubscribe anytime.
Back to Top
chevron-down