Service Design Lead

2 weeks ago

Toronto, Ontario, Canada Capleo Global Full time
About the Role

We are seeking a highly skilled Service Design Lead to join our team at Capleo Global. As a key member of our digital product development team, you will be responsible for leading the design and development of innovative digital products and services that meet the needs of our customers.

Key Responsibilities
  • Lead and coordinate concurrent service design projects to identify the current state and propose opportunities for service improvement in integrated service delivery solutions, business processes, and methods.
  • Act as the primary service design consultant within multidisciplinary project teams, defining the project approach and leading key service design activities.
  • Plan and execute user research to understand user expectations, behaviors, and needs to inform design decisions.
  • Plan, lead, and coordinate the design, development, prototype testing, and implementation of new solutions for service delivery.
  • Review service design aspects post-implementation to assess performance of new processes and practices and facilitate continuous improvement.
  • 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.
  • Research and analyze the integrated service requirements of government, partner ministries, and customers, taking into account a user-centered perspective.
  • Develop and recommend strategies to meet integrated service delivery objectives and ensure documentation of business processes, methods, practices, and associated tools is current and complete.
  • Facilitate change management with service providers and client ministries to add new products and services across all service delivery channels.
  • Participate in business planning activities, and coordinate service design engagement processes.
  • Provide service design expertise to service leads, managers, clients, and users, including making presentations and recommendations to relevant senior executive.
  • Participate in project and advisory committees to provide service design advice and expertise, reports, and recommendations, and to coordinate testing, implementation, and post-implementation review planning.
  • Research trends, developments, and best practices in service design to ensure projects reflect optimal processes, practices, methods, tools, and performance indicators.
  • Lead, develop, and participate in knowledge-sharing initiatives to raise awareness and acceptance of service improvements, benefits, and understanding of potential risks incurred by inconsistencies.
Requirements
  • Experience with Service design principles, techniques, methodologies.
  • Proven ability to lead and coordinate concurrent service design projects to identify the current state and propose opportunities for service improvement in integrated service delivery solutions, business processes, and methods.
  • Sample portfolio of projects for mobile and web.
  • Experience with wireframing tools like Axure, Sketch, Adobe Photoshop, Wireframe.
  • Create original graphic designs (e.g., images, sketches, and tables).
  • Experience in quickly adapting designs based on user feedback.
  • Develop UI mockups and prototypes that clearly illustrate how sites function and look like.
  • Identify and troubleshoot UX problems (e.g., responsiveness).
  • Illustrating design ideas using storyboards, process flows, journey mapping, sitemaps, and other design artifacts.
  • Proven experience in leading and executing user research (qualitative and quantitative) with design thinking methodologies and user testing best practices.
  • Ability to lead UX design discovery sessions with business stakeholders to define personas, goals, user journeys, and pain points.
  • Experience with supporting Accessibility standards (WCAG 2.0) / AODA.
  • Proven experience using a variety of methodologies for software development lifecycle (e.g., Agile, waterfall, etc.).
  • Experience with team collaboration tools such as Azure DevOps, Jira.
Preferred Qualifications
  • Familiarity with the product operating model for organizations seeking technology-powered solutions that delight customers and also work for the business.
  • Familiarity with the concept of a product trio (design lead, tech lead, and product lead) leading the team in discovery, strategy, and delivery activities.
  • Experience working closely with a product manager to deliver digital products and services.
  • Communicating complex information clearly.
  • Strong facilitation skills to lead design discussions and negotiations, present recommendations and advice to stakeholders on design and strategy.
What We Offer

At Capleo Global, we offer a dynamic and collaborative work environment that fosters innovation and growth. As a Service Design Lead, you will have the opportunity to work on exciting projects, develop your skills, and contribute to the success of our organization.

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