Service Design Lead

4 weeks ago

Toronto, Canada Workplace Safety and Insurance Board Full time

The Service Designer designs quality service experiences across the WSIB by working collaboratively with internal partners and using participatory design methods to improve customer experiences, incubate new services, and cultivate a human-centered design culture and capability across the organization. The Service Designer combines strong business acumen and knowledge of the WSIB’s business with a deep expertise in design thinking to:

- design organizational structures, systems and business models that support the WSIB’s customer centric objectives;
- facilitate service improvements by redesigning the end-to-end journey of services delivered to WSIB customers, including those that support the implementation of new digital solutions;
- architect new services that improve customer experience and create compelling new value propositions for customers.

Service Design may involve the creation of, or change to, transactions, products, programs and content across both digital and offline channels provided by different parts of the WSIB. The Service Designer is a hands-on design expert, taking concepts forward and working hand-in-hand with business partners to implement services in a variety of settings and for all of WSIB’s customers.
**Major Responsibilities**:
Collaborate closely with lines of business across the WSIB, becoming an expert on how the customer interacts with their services, systems, products & processes.
- Dive into the complex people, process and technology landscape that makes up WSIB services. Take a systemic approach to understanding a new business area, both zooming out to see the big picture, then diving in to capture the important details. Identify the touchpoints between the customer and the WSIB throughout their journey.
- Build and maintain strong working relationships with Senior Executives and colleagues across the WSIB to promote best practices for service development and delivery, generate buy-in, ensure appropriate resource allocation, support co-creation objectives, and ensure high quality outputs. Liaise with key stakeholders throughout the project lifecycle.

Lead internal business partners in transforming current service experiences and developing new service delivery opportunities by building a shared understanding of current state, and generating meaningful insights through the design process.
- Leverage service design methodology to solve hard-to-diagnose problems that require a holistic approach to effectively uncover the root cause (i.e., experiences that are cross-channel, involve multiple touchpoints, and are the result of a cross-functional effort comprising many different teams).
- Enable holistic, meaningful change by blueprinting ecosystem-level scenarios that span and intersect across a web of offerings related to a particular service. Work closely with business partners to build an end-to-end and surface-to-core understanding of a process that not only encapsulates the experience of the customer, but also the activities of the behind-the-scenes staff and systems that deliver the service (underlying support actors, touchpoints, systems, and policies). Take into account the things that happen before and after the primary experience, looking at upstream causes and downstream effects, to enable teams to identify critical moments that make or break a service experience.
- Collaborate with colleagues to identify service design project opportunities in the digital and physical realms. Distil business, legislative, & customer constraints into digestible components during the design process.
- Serve as a service design Subject Matter Expert in design workshops, particularly through ideation, prototyping & testing. Lead co-design working sessions with cross-functional teams. Create service design concepts and prototypes, and co-facilitate testing of concepts and prototypes for validation and iteration.
- Assist lines of business in documenting solution requirements to improve service delivery to our customers, considering both the customer’s experience and the WSIB’s ability to implement and scale the solution.

Work closely with business partners across the organization, Senior Executives and the Board of Directors to co-design organizational structures, systems and business models that support the WSIB’s customer centric objectives
- Design new ways of creating, delivering and capturing value across the WSIB
- Respond to ad hoc requests from Senior Executives, including exploratory and/or advisory engagements

Communicate and present research and design insights to stakeholders, including internal business partners, Senior Executives, the Board of Directors, as well as workers, employers, health care providers, and representatives.
- Communicate service concepts and ideas to team members, internal and external stakeholders, and customers. Use diverse set of methods and tools to illustrate all the components and touchpoints of the service.

Contribute to buildin

  • Design Systems Lead

    1 week ago

    Toronto, Canada 24 Seven Talent Full time

    Client Overview: Our client is in the financial/ insurance sector, providing an array of banking services. Our client is looking for an experienced Design Systems Lead to be a part of their innovative team. Design Systems Lead Overview: As the Design Systems Lead, you will lead a team of system designers and play a significant role in driving creative...

  • Design Systems Lead

    1 week ago

    Toronto, Canada 24 Seven Talent Full time

    Client Overview: Our client is in the financial/ insurance sector, providing an array of banking services. Our client is looking for an experienced Design Systems Lead to be a part of their innovative team. Design Systems Lead Overview: As the Design Systems Lead, you will lead a team of system designers and play a significant role in driving creative...

  • Design Systems Lead

    7 days ago

    Toronto, Canada 24 Seven Talent Full time

    Client Overview: Our client is in the financial/ insurance sector, providing an array of banking services. Our client is looking for an experienced Design Systems Lead to be a part of their innovative team. Design Systems Lead Overview: As the Design Systems Lead, you will lead a team of system designers and play a significant role in driving creative...

  • Design Systems Lead

    1 week ago

    Toronto, Canada 24 Seven Talent Full time

    Client Overview:Our client is in the financial/ insurance sector, providing an array of banking services. Our client is looking for an experienced Design Systems Lead to be a part of their innovative team.Design Systems Lead Overview: As the Design Systems Lead, you will lead a team of system designers and play a significant role in driving creative output...

  • Design Systems Lead

    3 days ago

    Toronto, Canada 24 Seven Talent Full time

    Client Overview:Our client is in the financial/ insurance sector, providing an array of banking services. Our client is looking for an experienced Design Systems Lead to be a part of their innovative team.Design Systems Lead Overview:As the Design Systems Lead, you will lead a team of system designers and play a significant role in driving creative output...

  • Design Systems Lead

    2 days ago

    Toronto, Canada 24 Seven Talent Full time

    Client Overview: Our client is a SaaS company and they are looking for an experienced Design Systems Lead to be a part of their innovative team! Design Systems Lead Overview: As the Design Systems Lead, you will lead a team of system designers and play a significant role in driving creative output across multiple groundbreaking projects. As an expert in...

  • Design Systems Lead

    2 days ago

    Toronto, Canada 24 Seven Talent Full time

    Client Overview: Our client is a SaaS company and they are looking for an experienced Design Systems Lead to be a part of their innovative team! Design Systems Lead Overview: As the Design Systems Lead, you will lead a team of system designers and play a significant role in driving creative output across multiple groundbreaking projects. As an expert in...

  • Design Systems Lead

    2 days ago

    Toronto, Canada 24 Seven Talent Full time

    Client Overview: Our client is a SaaS company and they are looking for an experienced Design Systems Lead to be a part of their innovative team! Design Systems Lead Overview: As the Design Systems Lead, you will lead a team of system designers and play a significant role in driving creative output across multiple groundbreaking projects. As an expert in...

  • Intermediate Package Designer

    2 weeks ago

    Toronto, Canada Shikatani Lacroix Design Full time

    SLD is a strategic design agency based out of Toronto & Shanghai. We have been creating transformative, immersive customer experiences for brands since 1990 by leveraging behavioral science, strategic foresight, design thinking, and the best creatives in the business. With over 37 members on our team, we transform every customer touchpoint so brands have the...

  • Intermediate Package Designer

    2 weeks ago

    Toronto, Canada Shikatani Lacroix Design Full time

    SLD is a strategic design agency based out of Toronto & Shanghai. We have been creating transformative, immersive customer experiences for brands since 1990 by leveraging behavioral science, strategic foresight, design thinking, and the best creatives in the business. With over 37 members on our team, we transform every customer touchpoint so brands have the...

  • Intermediate Package Designer

    2 weeks ago

    Toronto, Canada Shikatani Lacroix Design Full time

    SLD is a strategic design agency based out of Toronto & Shanghai. We have been creating transformative, immersive customer experiences for brands since 1990 by leveraging behavioral science, strategic foresight, design thinking, and the best creatives in the business. With over 37 members on our team, we transform every customer touchpoint so brands have the...

  • Intermediate Package Designer

    2 weeks ago

    Toronto, Canada Shikatani Lacroix Design Full time

    SLD is a strategic design agency based out of Toronto & Shanghai. We have been creating transformative, immersive customer experiences for brands since 1990 by leveraging behavioral science, strategic foresight, design thinking, and the best creatives in the business. With over 37 members on our team, we transform every customer touchpoint so brands have the...

  • Intermediate Package Designer

    2 weeks ago

    Toronto, Canada Shikatani Lacroix Design Full time

    SLD is a strategic design agency based out of Toronto & Shanghai. We have been creating transformative, immersive customer experiences for brands since 1990 by leveraging behavioral science, strategic foresight, design thinking, and the best creatives in the business. With over 37 members on our team, we transform every customer touchpoint so brands have the...

  • Intermediate Package Designer

    2 weeks ago

    Toronto, Canada Shikatani Lacroix Design Full time

    SLD is a strategic design agency based out of Toronto & Shanghai. We have been creating transformative, immersive customer experiences for brands since 1990 by leveraging behavioral science, strategic foresight, design thinking, and the best creatives in the business. With over 37 members on our team, we transform every customer touchpoint so brands have the...

  • Intermediate Package Designer

    3 days ago

    Toronto, Canada Shikatani Lacroix Design Full time

    SLD is a strategic design agency based out of Toronto & Shanghai. We have been creating transformative, immersive customer experiences for brands since 1990 by leveraging behavioral science, strategic foresight, design thinking, and the best creatives in the business. With over 37 members on our team, we transform every customer touchpoint so brands have the...

  • Intermediate Package Designer

    2 weeks ago

    Toronto, Canada Shikatani Lacroix Design Full time

    SLD is a strategic design agency based out of Toronto & Shanghai. We have been creating transformative, immersive customer experiences for brands since 1990 by leveraging behavioral science, strategic foresight, design thinking, and the best creatives in the business. With over 37 members on our team, we transform every customer touchpoint so brands have the...

  • UI Design Lead

    2 weeks ago

    Toronto, Canada TheAppLabb Full time

    **Job Title**: UI Design Lead **Job type**: Full time **Location**: Toronto/Hybrid **Reports to**: Chief Product Officer **The Opportunity** **Role Summary** As TheAppLabb's UI Design Lead, you will be responsible for creating and improving visual designs across digital products built at TheAppLabb. The incumbent will lead the efforts to build a design...

  • Design Systems Lead

    1 week ago

    Toronto, ON, Canada 24 Seven Talent Full time

    Client Overview: Our client is in the financial/ insurance sector, providing an array of banking services. Our client is looking for an experienced Design Systems Lead to be a part of their innovative team. Design Systems Lead Overview: As the Design Systems Lead, you will lead a team of system designers and play a significant role in driving creative...

  • Lead Experience Designer

    2 days ago

    Toronto, Canada Recrute Action Full time

    Lead Experience DesignerWe are seeking (2) dynamic individuals to champion innovative design solutions within the insurance sector. This role involves driving a human-centric design philosophy and shaping the digital transformation to meet both business objectives and user needs. The ideal candidate will be pivotal in enhancing user experiences across...

  • Lead Experience Designer

    2 days ago

    Toronto, Canada Recrute Action Full time

    Job DescriptionLead Experience DesignerWe are seeking (2) dynamic individuals to champion innovative design solutions within the insurance sector. This role involves driving a human-centric design philosophy and shaping the digital transformation to meet both business objectives and user needs. The ideal candidate will be pivotal in enhancing user...