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Service Design and Change Specialist

3 weeks ago

Etobicoke, Canada Humber Full time

**Service Design and Change Specialist - SSE - FT Support**
- (31558)

**Find Your Spot at Humber**

At Humber, our career paths open up a world of infinite possibilities for you to explore. People are at the heart of the Humber experience. Here, every day we work shoulder to shoulder to deliver excellence, and in doing so, we redefine what it means to be a leader in polytechnic education. Humber employees are a diverse group of committed, caring and fun-loving people.

We take finding and growing the right talent very seriously. We strive to find and nurture extraordinary employees who bring their best each day.

If you are interested in working in higher education and are looking to contribute to the largest Polytechnic in Ontario, as we shape the future of our students and communities, here is your opportunity to join our team.

**Job Details**:
**Position Title**: Service Design and Change Specialist
**Status**: Full-Time Support
**Hours**:37.5 hours per week
**Faculty/Department**:Student Wellness and Equitable Learning (SWEL)
**Campus/Location**:North Campus (Hybrid work options available)
**Salary**:FT Support Payband J: Starting $42.56 - $49.34

**About Student Wellness and Equitable Learning at Humber**:
Student Wellness and Equitable Learning (SWEL) is a part of Student Success and Engagement. The cross-functional team includes Student Connection and Community Care, Residence Life and Education, Accessible Learning Services, Mental Health and Counselling, Health Services and Wellness Education and Programs.

**About the Residence Operations Assistant Role**:

- The **Service Design and Change Specialist** is a pivotal role within the **Student Wellness and Equitable Learning (SWEL)** department, dedicated to driving innovation, enhancing service delivery, and fostering organizational change. This position plays a crucial role in ensuring that all service design and change management initiatives align with divisional and institutional strategies, goals, and commitments.

**Key Responsibilities**
- As the **Service Design and Change Specialist**, you will:

- **Lead Service Design Initiatives**: Design and implement improvements to student services using innovative, user-centric approaches that address gaps and elevate the overall experience for students and stakeholders.
- **Drive Change Management**: Develop and execute comprehensive change management strategies, including communication plans, training programs, and resistance management initiatives, ensuring smoother transitions and faster adoption of new processes or systems.
- **Collaborate Across Teams**: Partner with SWEL leadership, department teams, and executive stakeholders to align service design and change management projects with strategic priorities and organizational goals.
- **Focus on People-Centered Change**: Address the human side of change by leading efforts to minimize resistance and maximize employee and stakeholder engagement, ensuring that organizational goals are met effectively.
- **Measure and Improve**: Collect and analyze data to assess the impact of service design and change management initiatives, using insights to drive continuous improvement and demonstrate measurable outcomes.

**About You**:
You are passionate about working at Ontario's largest Polytechnic; you thrive on improving productivity and quality that contribute to team success If this sounds like you, keep reading:
**Education**
- Master’s degree in Design, Business, Strategic Foresight, or a related field.
- Change management certification (e.g., PROSCI) required.

**Experience/Skills**
- At least 5 years of experience in service design, user experience, or change management.**Service Delivery and Digital Service Design**
- You have demonstrated experience in a range of the following service design and user experience techniques:

- User needs mapping
- User research (exploratory and evaluative)
- Stakeholder mapping
- Personas
- Journey mapping
- Collaborative design
- Prototyping
- Service blueprinting

You have an understanding of key performance indicators, qualitative and quantitative measurement and risk assessment.**Technical Knowledge and Skills**
- You have demonstrated knowledge of the emerging trends and developments in service delivery, digital service design and leading edge technology related to digital service design and in-person service delivery models.
- You have knowledge of information management principles, database design and modeling in order to provide I+IT and service design advice and recommendations.
- You have advanced understanding of systems analysis and design principles as related to service design requirements.

**Leadership, **Project** and Change Management Skills**
- You can supervise and provide technical leadership to service design and technical project staff.
- You have change and project management skills, including planning, resource and budget scheduling, and risk management, to lead concurrent service desig