Resident Experience Consultant

Resident Experience Consultant

**Job Number**:2721

**Job Type**: Temporary Full-Time
**Temp Contract Length**: 18 Months
**Location**: 150 Frederick St - Regional Admin Headquarters
**Job Category**: Administration
**Number of Positions**:1
**Department**: Client Experience and Service Improvement
**Division**: Resident Experience, Strategy and Communications
**Hours of Work**: 35
**Union**: Management/Management Support
**Grade**: Management/Management Support Grade 05
**Salary Range**: $45.91 - $57.38 per hour

**About Us**

The Region of Waterloo is a thriving, diverse community committed to fostering opportunities for current and future generations. Waterloo Region is part of the Dish with One Spoon wampum, a treaty guiding our commitment to:

- Taking only what we need
- Leaving some for others
- Keeping the dish clean
- This agreement underpins our vision, mission, and core value, and reinforces our dedication to meaningful reconciliation and equity.
- Waterloo Region is home to over 674,000 residents and expected to grow to nearly one million by 2051.
- Guided by our 2023-2027 Strategic Plan, “Growing with Care,” we prioritize homes for all, climate aligned growth, equitable services and opportunities and a resilient and future ready organization. Our mission is to provide essential services that enhance the quality of life for all residents, while our core value emphasizes caring for people and the land we share. Join us and be part of a team dedicated to making a meaningful difference in our community.

**The Role**
- Provides resident experience, end-to-end service design, policy development, and program administration leadership and support to staff across the organization.- Provides support to the organization from a resident experience perspective in digital service design and delivery (e.g. in-person, phone).- Collaborates with staff across the organization to design service experiences and processes from a resident perspective using human-centred design, accessibility, and equity principles. Contributes to building a culture of resident-centred service delivery and improvement.**Duties/Responsibilities**
- Provides end-to-end service design leadership by planning, organizing and conducting user research to identify and understand user needs, challenges, and opportunities, while ensuring accessibility and equity principles are embedded throughout.
- Champions human-centred design principles and incorporates human-centred design methodologies, accessibility and equity in the design and redesign of services, resources, tools, and policies.
- Supports accessibility, equity, and inclusion by embedding organizational policies and legislation (e.g. Accessibility for Ontarians with Disabilities Act) into end-to-end service design and delivery processes to improve service experiences for residents.
- Supports co-design and collaboration with members of the community to improve service experiences for residents on all service channels, such as digital, online, phone and in-person. Supports the design of back office processes to ensure internal and external processes are properly connected through end-to-end service design.
- Conducts user research on external and internal services using human-centred design methodology (e.g. journey mapping, surveys, observations, user-testing) and ensures accessibility and equity principles guide the development of methods, analysis of data and recommendations. Applies this information to address usability issues and continuously improve service experiences.
- Participates in and leads cross-departmental service design teams throughout all stages of the service design process to meet project outcomes, including working with staff to develop and implement change plans. Develops and implements governance structures to support cross-departmental collaboration and accountability.
- Develops organizational service design standards and provides implementation support (e.g., guidelines, training, resources) from a resident perspective, along with providing consultation support to organizational departments. Uses adult learning and change management principles to communicate service-related policies, guidelines, and training in partnership with other staff.
- Identifies and defines issues, needs, resources, and opportunities for improving resident experiences with services and integrated service planning across divisions, departments, and within the community. Leads and supports community advisory groups to provide input into service delivery. Participates in communicating planning processes and represents the Division/Department on committees and at community functions.
- Analyzes trends in customer service, digital services, human-centred design, legislation, compliance requirements, and alternative methods of service delivery.
- Participates in purchase of service agreements, negotiations of legal agreements, and analyzing budgets.
- Assigns and oversees work of student