ABOUT US

The Ministry of the Attorney General (MAG) is responsible for delivering a fair and accessible justice system that inspires public confidence and upholds the rule of law. MAG delivers justice services to Ontarians by: prosecuting crime; supporting victims of crime; providing decision-making and justice support services to vulnerable people; providing criminal, civil and family courts and related justice services that are efficient and effective; providing legal advice and services to government.
The Service Design and Lean Office (SDLO) supports project teams across MAG in improving business processes and enhancing service quality through a client-centric approach. We lead process improvement, service design, and user research projects with tangible outcomes, and deliver training programs to build internal capacity, foster user-centred mindsets, and promote a culture of continuous improvement.
We are looking for an experienced Senior Service Design Consultant to lead change and transformation initiatives that modernize justice services, operations, and technology. This position is located at 720 Bay St., Toronto.

SERVICE DELIVERY AND SERVICE DESIGN SKILLS

Demonstrated skills and experiences in a range of the following service design principles, tools, and methodologies:

• User needs mapping
• User research (exploratory and evaluative)
• Stakeholder mapping and systems mapping
• Personas
• Process mapping and journey mapping
• Collaborative design
• Prototyping
• Service blueprinting
• Expertise leading complex user research and service design projects, including conducting interviews, designing, and facilitating workshops.
• An understanding of key performance indicators, qualitative and quantitative measurement, and risk assessment.

LEADERSHIP, PROJECT AND CHANGE MANAGEMENT SKILLS

you can:

• Delegate, prioritize work, and can coach and motivate others.
• Provide technical leadership to service design and technical project staff.
• Use your strong change and project management skills, including planning, resource and budget scheduling, and risk management, to lead concurrent projects
• Be proactive and use effective project management skills to maintain strategic focus and deliver multiple projects on time and with high quality.

RELATIONSHIP BUILDING AND COMMUNICATION SKILLS

you have:

• An enthusiasm for cooperativeness, co-design, and user experience outcomes.
• Strong communication and relationship building skills
• Excellent oral and written communication skills, and can prepare reports, presentations, and provide recommendations to senior management.
• Effective facilitation and presentation skills demonstrated through conducting user research, facilitating discovery workshops, and leading project status meetings and briefings.

ANALYTICAL AND DESIGN THINKING SKILLS

you can:

• Synthesize and analyse user research data to identify actionable insights and recommendations.
• Identify trends and potential risks such as financial, political, operational, and legal for new projects.
• Analyse and interpret business and technical requests, user research options, and identify best course of action.
• Apply a future-oriented mindset and can develop improvement opportunities through understanding current and future needs.
• Identify potential problems and develop mitigating strategies.
• Align business plan submissions and other initiatives to reflect key business directions.

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.
• Knowledge of information management principles, database design and modelling to provide I+IT and service design advice and recommendations.
• Advanced understanding of systems analysis and design principles as related to service design requirements.

DON’T MEET EVERY QUALIFICATION?

If you are excited about this position and meet most, but not all, of the listed qualifications, please still consider applying. We recognize that no one person might have every qualification in this job ad, and you just might be the right candidate!

HOW TO APPLY:

• You must apply online.
• Your cover letter and resume combined should not exceed five (5) pages. For tips and tools on how to write a concise cover letter and resume, review the Writing a Cover Letter and Resume: Tips, Tools and Resources.
• Customize your cover letter and resume to the qualifications listed on the job ad. Using concrete examples, you must show how you demonstrated the requirements for this job. We rely on the information you provide to us.
• Read the job description to make sure you understand this job.
• OPS employees are required to quote their WIN EMPLOYEE ID number when applying.
• If you require a disability related accommodation in order to participate in the recruitment process, please Contact Us to provide your contact information. Recruitment services team will contact you within 48 hours.

LANGUAGE REQUIREMENTS AND ASSESSMENT:

All external Ontario Public Service (OPS) job ads are posted in English and French. Check the “position(s) language” section at the top of each job ad for the language requirements. For all roles, candidates are assessed in English, the business language of the OPS. If the position is bilingual (English/French), you’ll also need to pass a French-language proficiency test.

Please refer the Job description for details