1.SERVICE DELIVERY & SERVICE DESIGN - 30%

• 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
• Customer journey mapping
• Collaborative design
• Prototyping
• Service blueprinting
• You have knowledge of recognized service design skills in the following areas: research - interviewing, surveys, focus groups, usability testing, etc. and facilitation - meetings, workshops and co-creation
• 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 experience defining KPIs and success metrics to evaluate service journey and outcomes
• You can lead the development and review of experience design projects (including user research, UX design and service design initiatives) end-to-end and develop innovative approaches and alternative solutions to deliver high quality, efficient services and products that meet end user and business expectations and needs.
• Lead or supervise service design activities and deliverables, including stakeholder workshops, research sessions, analysis and synthesis of insights, experience design direction, service design blueprints and service design or UX prototypes which address end user and business needs and are in accordance with established strategy, standards and protocols.
• Oversee the adoption and application of experience design tools and methodologies, research and design techniques, heuristic and design standards

3. ANALYTICAL & PROBLEM-SOLVING SKILLS - 30%

• You can provide authoritative experience design advice to solve service delivery challenges across platforms, including digital, telephone, service desk and print channels.
• Ensure that proposed service or UX designs leverage common and reusable patterns and components, meet digital service standards and have proper approvals
• Lead the adoption and implementation of performance measures and metrics, using current industry standard heuristics and protocols.
• You can use qualitative and quantitative data to identify trends and potential risks and mitigations (e.g. financial, political, operational, legal) for new projects/programs and services/operations
• You can synthesize complex service design processes, measurement models and user research findings into summaries for solution definition and prototyping
• You can analyze and interpret business and technical requests, user research options and identify a best course of action from conflicting alternatives that would account for short and long-term impacts of the proposed solution as well as accounting for other stakeholder risks
• You can align with business plan submissions and other initiatives to ensure they reflect ministry and government key business directions

4. PROJECT MANAGEMENT & CHANGE MANAGEMENT KNOWLEDGE - 10%

• You can lead the scoping, planning and execution of primary and secondary user research, encompassing generative and evaluative research. Ensure research protocols for documentation, attribution, privacy and consent, equity/diversity/inclusion, etc. are established and adhered to.
• You can lead and plan concurrent service design projects often involving multiple ministries and/or jurisdictions by coordinating with clients, stakeholders and partners
• You have excellent change management and project management knowledge, including planning, resource and budget scheduling, and risk management
• You are able to introduce new/re-engineered processes and related standards and practices

Description

The ideal candidate will bring to the team the following:

• Service Design tools and tactics (critical), specifically have the proven ability to plan, lead and facilitate Value Stream Mapping (VSM) and service blueprinting activities
• Facilitation and influence – capable of liaising effectively across different groups with competing priorities
• In-person collaborator – should be able to get into the office/meet stakeholders for in-person workshops, research and interviews where necessary.
• Data-driven – ability to get and use data to justify design decisions
• User-centrered design champion, agile mindset, aims for strategic alignment with program/program area/ministry, good oral and written communication, leadership/mentoring capabilities to help other teams buy-into/participate in service design

Nice to have:

• Lean certification (green/black) would be beneficial
• Experience working with design systems and standards
• Ability to coach other team members

The FFS resource will be responsible for:

• Conducting a preliminary assessment and research to establish a stakeholder map.
• Conducting outreach to establish stakeholder relations and develop an engagement plan.
• Defining the problem and establishing goals for the strategy’s Discovery Phase.
• Developing and executing user research plans and workshops during the Discovery Phase.
• Understanding and documenting the user journeys, data and pain points in a service blueprint and propose future state options.
• Collecting and mapping user stories to support a future state solution.
• Developing recommendations for pilot projects.
• Contributing to the After-Discovery Digital First Assessment (DFA) submission.

Skills
Experience and Skill Set Requirements