Service & Experience Design Consultant (Lottery

1 week ago

Toronto, Canada OLG Full time

Service & Experience Design Consultant (Lottery Products & Retail Experience)

GAME ON - OLG needs you

We’ve said GAME ON, and we mean it - OLG is rapidly transforming its organization to better serve Ontarians by delivering great gaming experiences through our digital, retail lottery, and land-based casino channels. In our fiscal 2019-20 year alone, OLG delivered over $2.3 billion in net profit to the Province of Ontario. OLG is now expanding our horizons even further, with a new strategic direction, to become a world class gaming entertainment leader with a globally admired digital platform.

We are ready to take this game to the next level and need a passionate Service & Experience Design Consultant to work closely with internal partners to transform experiences and build consistency for players across different gaming products and services. As part of the Enterprise Customer Strategy & Experience team, you will evaluate player needs, business goals, organizational capabilities and supporting technology to design customer journeys that align with OLG’s CX Vision and Principles. You’ll lead exciting CX discovery research to build empathy for our players, map out their experiences, identify pain points and uncover opportunities to enhance the overall experience.

YOUR ROLE IN THE GAME

Reporting to the Director, Enterprise Customer Strategy & Experience, you will be empowered to:
- Design and recommend the optimal end-to-end customer experience for key journeys across the OLG enterprise based on a deep understanding of customer behaviours, business strategy, and operating models.- Leverage human centered design methodologies to produce key project artifacts including competitive scans, service blueprints, customer journey maps, empathy maps, and experience storyboards.- Consult with product, channel, and initiative owners from all channels and lines of business to develop and iterate on the ideal journey for their customer- Support CX initiatives by collaborating with the customer research team in designing and developing studies and measurements to generate actionable knowledge and insight about our customers.- Synthesize qualitative and quantitative data from multiple sources, including OLG’s Voice-of-Customer platform, to form a holistic understanding of a problem or opportunity space.- Build, manage, and publicize a customer artefact repository, encouraging employees across OLG to develop a deeper understanding of our players.

WHAT YOU NEED TO PLAY
- Work experience:_ 3+ years of relevant experience in a service/experience design role including operating in a cross-functional capacity; working with a diverse set of digital or retail products and channels; improving customer experience with a measurable impact; managing multiple products in parallel, and experience managing and delivering CX projects across different lines of business, providing product performance measurement and recommendations that influence the course of the business initiatives and drive insights
- Education: _post-secondary degree or diploma in a relevant discipline including human factors, social sciences, and design
- Knowledge and Skills_: tactical knowledge of CX frameworks and Service Design methodologies as well as industry trends to help identify opportunities for the organization and business units, strong understanding of Design thinking methodologies
- Assets_
- : experience working with _customer research and customer strategy, experience with a diverse set of both digital and retail products and channels, experience working with agile methodologies and supporting agile teams, knowledge of or experience with the offline and online gaming and/or retail industry
- Negotiation and Influence_: ability to negotiate and influence effectively while being open to perspectives and maintaining strong relationships
- Strategic Thinker_: strong strategic and critical thinker with ability to delve into unique challenges and find creative solutions
- Collaboration & fun_: inclusive and collaborative work style while creating fun and excitement in our work
- Integrity and trust_: contribute to a culture of transparency and trust and demonstrates collaborative, curious, empathetic, open-minded, innovative working styles

PERKS OF JOINING OUR TEAM- Part of a Bigger Picture: socially responsible company that gives back all its profits to the province and people of Ontario- Flexible Work Environment: to help balance both work and life- You Matter: family friendly work practices and hybrid work- Freedom to Innovate: supports new and better ways to be successful- Be your Authentic Self: environment that values diversity as a source of strength- Learning Galore: 24-7 access to robust online learning programs- Public Service Pension Plan: participate in a major defined benefit pension plan sponsored by the Government of Ontario- Variable Pay Program: performance-based incentives to share in our success (Permanent OLG Employees Only)

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