Manager, Experience Design

The Manager, Experience Design will lead strategy and delivery of Customer Experience Design initiatives, oversee design research and service design activities, and promote Experience Design practices in pursuit of the WSIB's service experience goals. It will Provide technical expertise, advice and leadership to team members, WSIB management and internal stakeholders.

The role will lead a team responsible for ensuring the improvement of end-to-end service experiences

The role will establish a practice that drives and complements the organization's vision for the WSIB's digital strategy and digital experience, establishing collaborative and cohesive relationships across the Digital team and related roles across the organization.

**Major Responsibilities**:
1. Define experience design strategies and approaches and build a practice to identify and lead the improvement of design research and experience design projects. This includes:

- Leading and overseeing the implementation of Design Research and Service Design activities, including guiding and coaching team members in selecting methods and methodologies to support research, user testing, persona creation, journey mapping, service blueprinting, service simulations and other approaches to gather insights into the customer experience.
- Guiding the team in the generation of critical and novel insights to influence service improvements and inform decision makers in making effective customer experience decisions.
- Conducting benchmarking and scan research into peer organizations to understand comparable customer experiences.

2. Plan, manage and control the activities of the Experience Design team which includes annual planning of projects and priorities, identifying resource requirements, allocating work, recruiting, establishing performance objectives, conducting performance reviews, and providing guidance and feedback to staff. This includes:

- Providing technical expertise and direction to staff when required.
- Identifying and addressing blockers, inefficiencies and other issues to effective service delivery.
- Participating as a member of the Branch’s management team in the development of branch goals and objectives in support of the divisional and corporate goals and objectives.

3. Develop and maintain effective communication linkages and relationships internally with business areas and externally with vendors to discuss and resolve issues, and exchange information of mutual concern.
- Partner with procurement to define, build and participate in RFI/RFP processes to contract vendors in support of projects that require outside experience or capacity.

4. Promote the value of Experience Design practices and approaches across the organization, including storytelling of ED case studies, findings and approaches.

5. Develop and administer section operating budget, authorize expenditures and report on variances from approved plan. Recommend expenditures outside budget for approval.

6. Work with stakeholders to identify potential service risks and support the identification of service benefits. Provide advice to stakeholders on potential gaps or improvements to CX measurement.

7. Collaborate closely with the Digital team, including Digital Product Managers and UX Analysts. Provide feedback on digital prototypes, UX strategy and design principles to inform the successful design of digital services and consistency with non-digital services and across channels.

**Job Requirements**:
1. Education requirements:
**Minimum Level Required**
- Degree or diploma in Design or related area including Human-Centred Design, Human Computer Interaction, Interaction Design, Design Thinking, Service Design, User Experience Design, Psychology, Sociology, Anthropology or related design or social science fields.

**Preferred Level**

2. Experience:
**Minimum Level Required**
- 5 - 10 years of experience in UX Research or Design, Service Design, Design Strategy, Customer Experience Design or implementation.

**Preferred Level**
- 3-5 years of management experience.

**Our commitment to equity, diversity and inclusion**

We respect and value the diversity of our people. We strive to create an environment where employees can be themselves and where our differences are celebrated.

Please visit our EDI Homepage to learn more about what actions WSIB are taking to advance our commitment to equity, diversity and inclusion and to support all employees participating and contributing to their full potential

**Disclosing conflicts of interest**

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