Senior Service Design Consultant

Ontario is building a world-leading digital government. Innovative future-ready technology is what will bring exceptional people-focused services to life for the people and businesses of Ontario.

Are you excited to create solutions and solve challenges in our dynamic and rapidly changing world? Join the Land and Resources Cluster, Business Partnerships and Planning Branch and be part of an inclusive multi-disciplinary team where you will lead partnerships and reimagine service and program delivery to improve services to Ontarians.

Our cluster empowers digital services and programs for Ontario's agriculture, energy, environment, conservation, parks, foods, forestry, mining, and natural resources, as well as our rural, Indigenous and northern communities.

We know that the best ideas come from everywhere and everyone. Our inclusive leaders and strong organizational culture have created the best conditions for results. We are committed to building a workforce that reflects the communities we serve and to promote a diverse, anti-racist, inclusive, accessible, merit-based, respectful and equitable workplace.

We also offer a competitive total compensation package, which includes an attractive salary and may include the following:

- A defined benefit pension plan
- Maternity and parental leave top-up benefits, which includes adoptive parents
- Comprehensive Health and Dental Plans
- Life and Disability Insurance
- 24/7 access to an Employee Assistance Program
- Opportunities for advancement
- Ergonomic assessments and accommodations based on need

OPS Commitment to Diversity, Inclusion, Accessibility, and Anti-Racism:

We are committed to build a workforce that reflects the communities we serve and to promote a diverse, anti-racist, inclusive, accessible, merit-based, respectful and equitable workplace.

We invite all interested individuals to apply and encourage applications from people with disabilities, Indigenous, Black, and racialized individuals, as well as people from a diversity of ethnic and cultural origins, sexual orientations, gender identities and expressions.

Visit the OPS Anti-Racism Policy and the OPS Diversity and Inclusion Blueprint pages to learn more about the OPS commitment to advance racial equity, accessibility, diversity, and inclusion in the public service.

We offer employment accommodation across the recruitment process and all aspects of employment consistent with the requirements of Ontario's Human Rights Code. Refer to the "How to apply" section if you require a disability-related accommodation.

What can I expect to do in this role?

• As a Sr. Service Design Consultant, you will apply your continuous improvement lens to define, plan and lead the collaborative delivery of formal service design projects.
• At any one time you will be leading multiple concurrent service design projects, bringing your service design thinking methodologies and facilitation ability to mission-based teams. You may also be asked to consult on ad hoc projects or coach and mentor staff who may be new to digital service delivery.
• You will use your analytical ability, enthusiasm, and responsiveness to help solve complex government challenges using service design and digital methods and tools
• Your capacity for self-development will enable you to remain current with trends in customer service practices, digital service delivery models and service performance measurement.
• You will apply human centered service design methods and tools to continuously improve design choices for services and digital channels.
• You are self-motivated to work at a fast pace to identify valid and practical opportunities, drive results and deliver tangible project outcomes. Your recommendations to support digital transformations and service efficiencies will reflect your willingness to think differently and strategically about service delivery.
• From service design, to user research, to user experience; there are a variety of projects to support, giving you the opportunity to work with many people across the OPS in different services.

Note: These positions can be located at any of our work locations in Toronto, Peterborough, Guelph, Sudbury, Sault Ste Marie, South Porcupine, or Dryden. However, hybrid work is available as per OPS guidelines and alternate work locations are also available for office locations.

How do I qualify?

Service Delivery and Digital Service Design

• You have demonstrated skills and experience in recognized service design principles, techniques, and methodologies in the following areas:
    • user needs mapping
    • user research (exploratory and evaluative)
    • stakeholder mapping
    • personas
    • customer journey mapping
    • collaborative design
    • fast and simple prototyping that communicate ideas clearly
    • service blueprinting
• 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

Analytical & Design Thinking

• You are capable of synthesizing and analyzing the outcomes of user research to define the best course of action that can address challenges and meet user needs
• You know how to identify trends and potential risks (e.g., financial, political, operational, legal) for new projects/programs and services/operations
• You have a future-oriented mindset to drive you in developing improvement opportunities through your understanding of current and future needs
• You can support business transformation and achieve digital service goals by bringing the concepts of service design and digital service delivery to cluster management and ministry partners
• You have a proven willingness to take calculated risks, get it wrong, learn from feedback, work with determination to overcome setbacks and refocus your approach on obtaining positive outcomes

Relationship Building & Communication

• You have strong relationship skills, and can provide leadership and guidance to manage diverse business and technical relations
• You have excellent oral and written communication skills to develop recommendations and provide advice to senior management
• You can lead and coach peers in the methods and techniques of service design to facilitate collaboration, knowledge-sharing, and skill-building
• You are comfortable making space for people to contribute, and to drive and lead the conversation when necessary
• You have strong facilitation and presentation skills as demonstrated through conducting user research, including interviewing, surveys, focus groups, etc., and the facilitation of meetings, workshops, and co-creation exercises

All external applicants (including former employees of the Ontario Public Service) applying to a competition in a ministry or Commission public body must disclose (either in the cover letter or resume) previous employment with the Ontario Public Service. Disclosure must include positions held, dates of employment and any active restrictions as applicable from being rehired by the Ontario Public Service. Active restrictions can include time and/or ministry-specific restrictions currently in force, and may preclude a former employee from being offered a position with the Ontario Public Service for a specific time period (e.g. one year), or from being offered a position with a specific ministry (either for a pre-determined time period or indefinitely). The circumstances around an employee's exit will be considered prior to an offer of employment.

Remember: The deadline to apply is Thursday, February 16, 2023 11:59 pm EST. Late applications will not be accepted.

We thank you for your interest. Only those selected for further screening or an interview will be contacted.