Service Design Specialist
4 weeks ago
Job Details
Description
Who we’re looking for
Service Design Specialist
Program: Employment Services
Status: Permanent Full-Time
Location: Remote - Canada
Like WCG, you believe in the power of work to transform lives. As a Service Design Specialist, you’ll be responsible for analyzing data and feedback, systemizing initiatives, providing support, guides, processes, and tools and developing solutions to ensure that contractual KPIs are met and to support quality and improvement.
What you’ll do
Ensure systems and processes are developed to maximize the efficiency of program resources. Develop the Service Management Framework and Service Delivery Model that will guide Service Providers including service delivery policies, customer service standards and key performance indicators. Design and document internal business processes, including engaging Subject Matter Experts (SMEs), approval, and deployment. Design and maintain all program supporting documentation, including jobseeker and employer forms, systems user guides, etc. Own the Customer Satisfaction Framework including feedback mechanism, analysis, and reporting requirements to feed continuous improvement plans Monitor policy and regulatory updates to ensure changes are reported and incorporated in the service delivery or contract management framework
What you bring
Preferred Criteria
Information Mapping Professional (IMP) certification or equivalent Project Management Professional (PMP) certification or equivalent Certified change Management Professional (CCMP) certification or equivalent Bilingual (French & English) A post-secondary diploma or degree in business, social services, or related discipline
What we offer
Competitive salary of $, - $, per year Comprehensive and flexible health and dental benefits Ongoing learning and development opportunities Generous time off policy to encourage work/life balance A diverse and inclusive workplace with a track record of high employee engagement and teamwork-
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