Service Design Lead

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.

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