Job Id #30213: Experience Design Specialist
3 weeks ago
Contribute to the City of Hamilton, one of Canada’s largest cities - home to a diverse and strong economy, an active and inclusive community, a robust cultural and dining scene, hundreds of kilometers of hiking trails and natural beauty just minutes from the downtown core, and so much more. Join our diverse team of talented and ambitious staff who embody our values of sensational service, courageous change, steadfast integrity, collective ownership and being engaged empowered employees. Help us achieve our vision of being the best place to raise a child and age successfully. #BeTheReason
- **Job ID #30213**:Experience Design Specialist**:
- **Union**:Non-Union
- **Duration**:18 Months,
This vacancy is for a period of 18 months due to a special project.
**SUMMARY OF DUTIES**
The Experience Design Specialist reports to the Business Relationship Manager and serves as a senior strategic advisor for the design and execution of Corporate IT’s service delivery experience. In this role, the Experience Design Specialist provides strong leadership and innovation to add value to business outcomes through innovative change management, communication frameworks, and experience design initiatives and programs. Acting as an embedded partner and trusted advisor to the IT leadership team, the Experience Design Specialist champions the human-centered experience while ensuring alignment with business strategies and multiyear plans. Responsibilities include driving IT strategy alignment to add value to IT outputs, leading experience and design adoption, developing an effective communication framework, advising on UX/UI initiatives, facilitating innovation workshops, engaging with technology partners, optimizing customer interactions, forging and developing programs and processes to foster a human-centric culture within the organization.
**GENERAL DUTIES**
- Oversee the creation, development, and implementation of the Experience Design strategy aligned with IT, Online Services, and City of Hamilton strategies. This includes developing a high-level strategy and roadmap to embed a human-centered Experience Design community of practice within the IT Division.
- Offer strategic advice and support to the IT Leadership team in aligning initiatives and work plans to deliver exceptional Experience Design outcomes. Research and recommend technology opportunities aligned with business plans and goals, ensuring relevance and competitiveness.
- Design and launch workshops to foster innovation and creative development, driving continuous improvement and growth within the organization. Collaborate with Business Relationship Managers on large technology projects to enhance effectiveness and strengthen partnerships.
- Lead teams in adopting UX/UI, behavior change and service design methodologies, integrating them into systems and processes for enhanced usability and effectiveness. Develop customer journey mapping, jobs-to-be-done statements, enhanced testing, prototyping, and service design exercises/templates to identify pain points and create improvement opportunities, collaborating with cross-functional teams to implement customer-centric processes and policies.
- Develop research methods and analyze customer feedback to generate actionable insights for enhancing products or services and improving overall satisfaction. Drive continuous improvement efforts based on customer insights and industry best practices.
- Deliver performance management analysis to define key service metrics and standards, monitoring and improving the performance of technology portfolios and programs. Regularly communicate with business and IT stakeholders on experience activities and initiatives.
- Support the Business Relationship Managers to manage business relationships with senior leadership, ensuring alignment of departmental multiyear plans with IT strategies.
- Demonstrates a high level of confidentiality and integrity, in compliance with all City policies, in dealing with confidential and sensitive information.
- Perform other duties as assigned which are directly related to the responsibilities of the position.
**QUALIFICATIONS**
- University Degree in field of Computer Science, Communications, Change Management, or equivalent with seven (7) years of relevant experience in the field with demonstrated leadership capability.
- Strong skills in understanding and navigating the municipal environment, especially in the areas of change management through utilization of communications, visual design and interaction design.
- Ability to align IT strategies with overall business objectives and partnership goals. Demonstrated deep understanding of Experience Design principles and strategies, with a focus on delivering exceptional customer outcomes.
- Strong communication and collaboration skills to work effectively with SMEs, management teams, and external partners. Ability to engage and influence stakeholders at all levels of the organization to support IT an
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