Service Designer 7750-1315

at  Foilcon

SERVICE DESIGNER JOB DESCRIPTION:

The Service Designer is responsible for leading and coordinating multi-disciplinary service design projects aimed at mapping current state from a user-centered perspective and identifying opportunities for re-engineering service strategies, processes, methods, and practices. They will lead research and development of service design models and assess opportunities based on user-centered design to recommend cost-effective solutions supporting OPS business needs.

Skills and Knowledge

• More than 7 years of experience with solution functional design
• Experience with the Microsoft MS Dynamics 365 CRM OR Salesforce CRM
• Knowledge of and Experience with Accessibility for Ontarians with Disabilities Act (AODA) compliance guidelines.
• Experience with Service design principles, techniques, methodologies.
• Experience with FIGMA Prototyping
• Experience with User Experience & User Interface Design
• Experience with Content strategy, inclusive writing, and user-centered design.
• Experience with Government policies, standards, and legislation relating to digital service delivery.
• Experience with SEO, journey mapping, user stories, information architecture, content auditing and evaluation, wireframing, prototyping, persona development, user research, and content testing.
• Experience with accessibility standards (AODA / WCAG 2.0 AA) including Mobile Devices
• Experience with Agile product development tools and techniques.
• Experience with GIS Solutions
• Strong ability to work under pressure, work with aggressive timelines and be adaptive to change.
• Proven analytical skills and systematic problem solving
• Superior verbal and written communication skills.
• Excellent interpersonal relations and demonstrated ability to work with others effectively in teams
• Ability to develop and present new ideas and conceptualize new approaches and solutions.
• Excellent interpersonal relations and demonstrated ability to work with others effectively in teams.
• Demonstrated ability to work with functional and technical teams.
• Demonstrated experience with facilitating workshops and meetings.
• Demonstrated ability to participate in a large-scale project team and work closely with other individual team members.
• Strong ability to work under pressure, work with aggressive timelines, and be adaptive to chang

RESPONSIBILITIES:

• Lead and coordinate concurrent service design projects to identify the current state and propose opportunities for service improvement in integrated service delivery solutions, business processes, and methods.
• Act as the primary service design consultant within multidisciplinary project teams, defining the project approach and leading key service design activities.
• Plan, lead, and coordinate the design, development, prototype testing, and implementation of new solutions for service delivery.
• Review service design aspects post-implementation to assess performance of new processes and practices and facilitate continuous improvement.
• Respond to emerging business and policy issues and client requirements by developing and recommending innovative integrated/digital service delivery strategies and solutions.
• Lead the design, development, and deployment of tools, methods, processes, and standards to ensure the integrity and validity of the service design function and outcomes.
• Research and analyze the integrated service requirements of government, partner ministries, and customers, taking into account a user-centered perspective.
• Develop and recommend strategies to meet integrated service delivery objectives and ensure documentation of business processes, methods, practices, and associated tools is current and complete.
• Facilitate change management with service providers and client ministries to add new products and services across all service delivery channels.
• Participate in business planning activities, including the development of Management Board submissions, and coordinate service design engagement processes.
• Provide service design expertise to service owners, managers, clients, and users, including making presentations and recommendations to relevant senior executive
• Participate in project and advisory committees to provide service design advice and expertise, reports, and recommendations, and to coordinate testing, implementation, and post-implementation review planning.
• Research trends, developments, and best practices in service design to ensure projects reflect optimal processes, practices, methods, tools, and performance indicators.
• Lead, develop, and participate in knowledge-sharing initiatives to raise awareness and acceptance of service improvements, benefits, and understanding of potential risks incurred by inconsistencies.

Deliverables to be provided by the Vendor include the following:

• Reviewed & Enhanced User Journey
• Reviewed & Enhanced User Persona Mapping
• Reviewed & Enhanced User Stories
• User Reviewed Prototypes
• Including Usability Testing and Analysis

Skills
Experience and Skill Set Requirements

Skills and Knowledge

• More than 7 years of experience with solution functional design
• Experience with the Microsoft MS Dynamics 365 CRM OR Salesforce CRM
• Knowledge of and Experience with Accessibility for Ontarians with Disabilities Act (AODA) compliance guidelines.
• Experience with Service design principles, techniques, methodologies.
• Experience with FIGMA Prototyping
• Experience with User Experience & User Interface Design
• Experience with Content strategy, inclusive writing, and user-centered design.
• Experience with Government policies, standards, and legislation relating to digital service delivery.
• Experience with SEO, journey mapping, user stories, information architecture, content auditing and evaluation, wireframing, prototyping, persona development, user research, and content testing.
• Experience with accessibility standards (AODA / WCAG 2.0 AA) including Mobile Devices
• Experience with Agile product development tools and techniques.
• Experience with GIS Solutions
• Strong ability to work under pressure, work with aggressive timelines and be adaptive to change.
• Proven analytical skills and systematic problem solving
• Superior verbal and written communication skills.
• Excellent interpersonal relations and demonstrated ability to work with others effectively in teams
• Ability to develop and present new ideas and conceptualize new approaches and solutions.
• Excellent interpersonal relations and demonstrated ability to work with others effectively in teams.
• Demonstrated ability to work with functional and technical teams.
• Demonstrated experience with facilitating workshops and meetings.
• Demonstrated ability to participate in a large-scale project team and work closely with other individual team members.
• Strong ability to work under pressure, work with aggressive timelines, and be adaptive to change