Lead Service Design Strategist

4 weeks ago

Oshawa, Ontario, Canada Ministry of Public and Business Service Delivery and Procurement (MSPEA) Full time

Senior Consultant for Service Innovation

The Ministry of Public and Business Service Delivery and Procurement is dedicated to creating a premier digital government. By leveraging innovative and future-ready technologies, we aim to deliver exceptional, user-centered services to the citizens and businesses we serve.

Role Overview:

In this position, you will have the opportunity to craft solutions and address challenges in a fast-paced and evolving environment. As part of the Infrastructure Services – Data Centre Operations Branch, you will lead collaborative efforts to reimagine service and program delivery, enhancing the quality of services provided to the public.

We believe that the most effective ideas emerge from diverse perspectives. Our inclusive leadership and robust organizational culture foster an environment conducive to achieving outstanding results. We are committed to cultivating a workforce that mirrors the communities we serve, promoting diversity, anti-racism, inclusion, accessibility, and equity in the workplace.

Key Responsibilities:

  • As a Senior Consultant for Service Innovation, you will apply your expertise in continuous improvement to define, plan, and oversee the collaborative execution of formal IT service design initiatives.
  • You will manage multiple concurrent service design projects, utilizing your service design methodologies and facilitation skills to guide mission-driven teams. Additionally, you may provide consultation on ad hoc projects or mentor staff new to digital service delivery.
  • Your analytical skills and enthusiasm will be essential in addressing complex governmental challenges through service design and digital methodologies.
  • Staying current with trends in customer service practices and digital service delivery models will be vital for your professional development.
  • You will employ human-centered design methods to enhance service offerings and digital channels continuously.
  • Your self-motivation and results-driven approach will help you identify practical opportunities and deliver meaningful project outcomes, supporting digital transformations and service efficiencies.
  • Engagement in various projects, from service design to user experience, will allow you to collaborate with diverse teams across the ministry.

Qualifications:

Service Delivery and Digital Design Expertise

  • Proven experience in recognized service design principles, techniques, and methodologies, including:
  • User needs mapping
  • User research (both exploratory and evaluative)
  • Stakeholder mapping
  • Personas development
  • Customer journey mapping
  • Collaborative design processes
  • Prototyping for clear communication of ideas
  • Service blueprinting
  • Awareness of emerging trends in service delivery and digital design.

Analytical and Design Thinking Skills

  • Ability to synthesize and analyze user research outcomes to determine effective solutions that meet user needs.
  • Proficient in identifying trends and potential risks associated with new projects and services.
  • A forward-thinking mindset to uncover improvement opportunities based on current and future needs.
  • Capability to support business transformation and achieve digital service objectives through service design concepts.
  • Demonstrated willingness to take calculated risks, learn from feedback, and persist in overcoming challenges.

Relationship Management and Communication

  • Strong relationship-building skills, providing leadership and guidance in managing diverse business and technical relationships.
  • Excellent oral and written communication skills for developing recommendations and advising senior management.
  • Ability to lead and coach peers in service design methodologies to foster collaboration and knowledge sharing.
  • Comfortable facilitating discussions and creating an inclusive environment for contributions.
  • Strong facilitation and presentation skills, evidenced through conducting user research and leading workshops.

Additional Information:

The Ministry of Public and Business Service Delivery and Procurement is an inclusive employer. We provide accommodations under the Ontario Human Rights Code to ensure equitable participation in the recruitment process.

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