Remote Service Design Specialist

Do you want to be part of our innovative and entrepreneurial team?

Do you thrive in an entrepreneurial environment and enjoy working in a team atmosphere? Are you an “outside the box” thinker who strives to implement continuous improvements? Do you take a strategic approach to your work? Do you enjoy a fast-paced culture where your opinions are valued and respected? Do you enjoy building partnerships to solve mutually beneficial challenges?

Mitacs is a national not-for-profit that helps industry and non-profit partners solve strategic challenges by leveraging Canada’s world-class post-secondary talent and a global network of industry, academic, and government partnerships. Through these collaborations, Mitacs helps business and community partners succeed, improves students’ on-the-job skills development, and strengthens Canada’s world-class innovation ecosystem. At Mitacs, we strive to develop the next generation of innovators with vital research and business skills. In partnership with domestic and international companies, governments, and academia, we support a new economy using Canada’s most valuable resource – its people.

To get a better understanding of Mitacs and read more about our values, please visit our website.

ABOUT THE ROLE

Mitacs is looking for a dynamic and results-driven individual to fill the role of Service Design Specialist. Reporting to the Service Design Manager, you will leverage analytical expertise and service design strategies to implement new client-centric practices, support in optimizing processes, and uncover business insights. Working collaboratively across teams, you will play a pivotal role in driving data-informed decisions and delivering seamless, impactful experiences for our clients. This role focuses on designing holistic service interactions across touchpoints of a whole customer experience (end-to-end, front- and back-end) and works cross-functionally to solve client/user challenges

Full time temporary 24 months

ROLES & RESPONSIBILITIES

Service Design and Implementation

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• Implement and maintain the service design vision, strategy and principles to guide development of Mitacs services across systems and the organization.
  
• Design and manage end-to-end service journeys, including frontstage (client-facing) and back-stage (operational) elements, ensuring consistency across touchpoints.
  
• Design and facilitate workshops with cross-functional teams to co-design workflows to increase efficiency and client satisfaction.
  
• Analyze and challenge internal processes with internal stakeholders to drive innovation, secure stakeholder buy-in, and advocate for user-centric solutions.
  
• Lead internal and external stakeholder engagement through focus groups, 1:1 interviews, etc. and synthesize insights to inform decisions.
  
• Integrate user research and feedback loops into the continuous improvement of workflows, systems, and design practices.
  
• Monitor performance metrics to assess service design impact and identify opportunities for enhancements.
  
• Share knowledge and deliver training on workflows, processes, systems and best practices to support user adoption of new tools or workflows.
  
• Develop and evolve artifacts such as service blueprints, user journeys, and ecosystem maps to enable effective service delivery.
  
• Stay current on the latest trends, best practices, and technologies in human-centered design.
  
  

Project management/coordination

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• Drive cross-project alignment by proactively coordinating requirements across teams, ensuring operational objectives are met, and maintaining accurate tracking and reporting for transparency and accountability.
  
• Support change and communications plans in collaboration with the Transformation Management Office.
  
• Deliver clear, timely, and impactful communication of project milestones, outcomes, and risk mitigation strategies across appropriate channels to inform and influence key stakeholders.
  
  

Skills

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• At least 2 years of experience as a service designer (or similar role) designing and improving client-facing services, products and business models
  
• Demonstrated experience with facilitating workshops and gaining buy-in with stakeholders
  
• Demonstrated strong project