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Service Design Lead (JO#8298)

Workplace Safety and Insurance Board k

Toronto, Canada

Dec 6
Job Description

Temporary Opportunities
From: $86,177.00 To: $129,266.00
Job Summary:
The Service Designer designs quality service experiences across the WSIB by working collaboratively with internal partners and using participatory design methods to improve customer experiences, incubate new services, and cultivate a human-centered design culture and capability across the organization. The Service Designer combines strong business acumen and knowledge of the WSIB’s business with a deep expertise in design thinking to:
• design organizational structures, systems and business models that support the WSIB’s customer centric objectives;
• facilitate service improvements by redesigning the end-to-end journey of services delivered to WSIB customers, including those that support the implementation of new digital solutions;
• architect new services that improve customer experience and create compelling new value propositions for customers.
Service Design may involve the creation of, or change to, transactions, products, programs and content across both digital and offline channels provided by different parts of the WSIB. The Service Designer is a hands-on design expert, taking concepts forward and working hand-in-hand with business partners to implement services in a variety of settings and for all of WSIB’s customers.
Key Accountabilities and Responsibilities:
1. Collaborate closely with lines of business across the WSIB, becoming an expert on how the customer interacts with their services, systems, products & processes.
• Dive into the complex people, process and technology landscape that makes up WSIB services. Take a systemic approach to understanding a new business area, both zooming out to see the big picture, then diving in to capture the important details. Identify the touchpoints between the customer and the WSIB throughout their journey.
• Build and maintain strong working relationships with Senior Executives and colleagues across the WSIB to promote best practices for service development and delivery, generate buy-in, ensure appropriate resource allocation, support co-creation objectives, and ensure high quality outputs. Liaise with key stakeholders throughout the project lifecycle.

2. Lead internal business partners in transforming current service experiences and developing new service delivery opportunities by building a shared understanding of current state, and generating meaningful insights through the design process.
• Leverage service design methodology to solve hard-to-diagnose problems that require a holistic approach to effectively uncover the root cause (i.e., experiences that are cross-channel, involve multiple touchpoints, and are the result of a cross-functional effort comprising many different teams).
• Enable holistic, meaningful change by blueprinting ecosystem-level scenarios that span and intersect across a web of offerings related to a particular service. Work closely with business partners to build an end-to-end and surface-to-core understanding of a process that not only encapsulates the experience of the customer, but also the activities of the behind-the-scenes staff and systems that deliver the service (underlying support actors, touchpoints, systems, and policies). Take into account the things that happen before and after the primary experience, looking at upstream causes and downstream effects, to enable teams to identify critical moments that make or break a service experience.
• Collaborate with colleagues to identify service design project opportunities in the digital and physical realms. Distil business, legislative, & customer constraints into digestible components during the design process.
• Serve as a service design Subject Matter Expert in design workshops, particularly through ideation, prototyping & testing. Lead co-design working sessions with cross-functional teams. Create service design concepts and prototypes, and co-facilitate testing of concepts and prototypes for validation and iteration.
• Assist lines of business in documenting solution requirements to improve service delivery to our customers, considering both the customer’s experience and the WSIB’s ability to implement and scale the solution.

3. Work closely with business partners across the organization, Senior Executives and the Board of Directors to co-design organizational structures, systems and business models that support the WSIB’s customer centric objectives
• Design new ways of creating, delivering and capturing value across the WSIB
• Lead or assist with cross-cluster initiatives of strategic significance by applying service design expertise
• Respond to ad hoc requests from Senior Executives, including exploratory and/or advisory engagements

4. Communicate and present research and design insights to stakeholders, including internal business partners, Senior Executives, the Board of Directors, as well as workers, employers, health care providers, and representatives.
• Communicate service concepts and ideas to team members, internal and external stakeholders, and customers. Use diverse set of methods and tools to illustrate all the components and touchpoints of the service.

5. Contribute to building a customer centric organizational culture that understands the value of adopting a human-centered design practice and mindset. Instil teams across the organization with the confidence, capabilities and discipline to explore, incubate and scale innovative design solutions.

6. Ensure high quality and timely delivery of outputs by staying up-to-date on new developments, tools and approaches in service design.

7. Demonstrate an intrinsic passion for making things better and creating new methods and practices. Employ creative problem solving skills, a curious mind, an enthusiastic work ethic, patience and a positive attitude. Be collaborative and contribute to healthy team motivation and morale.

Job Requirements:
1. Education (Level and Specialty / Discipline):
• Bachelor’s Degree or equivalent

2. Experience (Years of Related Experience and Type of Experience):
• 5+ years in Experience Design or related discipline, within a design consultancy or equivalent position
• Deep expertise in design thinking/ human-centered design, as well as core service design methods and processes
• In-depth knowledge and experience within a relevant design discipline (UX Design, Design Research, Service Design, Design Strategy, Systems Design, Business Design, Industrial Design, Graphic Design, Interaction Design)
• Excellent communication and presentation skills
• Ability to work within a self-directed culture and navigate ambiguity and complex problems
• Proven designs and experience of launched services that have been implemented (asset)
• Experience crafting and executing a project vision, strategy and client relationship (asset)
• Experience with concepting, ideation, and iterative prototyping (asset)
• Experience with mixed methods research (asset)

As a precondition of employment, the WSIB will require a prospective candidate to undergo a criminal records name check prior to or at any time following hire.
To apply for this position, please submit your application by the closing date noted above.
We appreciate the interest of all candidates. Due to the volumes of applications we receive, we are only able to contact candidates that are selected to move forward in the recruitment process. The WSIB is an equal opportunity employer.
The WSIB is an equal opportunity employer and provides accommodation for job applicants in accordance with the Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If you are an individual with a disability and you need accommodation in order to apply for this position, please contact If you are invited to participate in the assessment process, please provide your accommodation needs at that time. Please be advised that you may be required to provide medical documentation to the WSIB’s Corporate Health Department so that appropriate accommodation can be provided to you throughout the recruitment process.
Employees of the WSIB have important ethical responsibilities, including the obligation to place the public interest above personal interests. Job applicants are therefore required to disclose any circumstance that could result in a real, potential or perceived conflict of interest. These may include: political activity, directorship or other outside employment and certain personal relationships (e.g. with existing WSIB employees, clients and/or stakeholders). Please contact TAC if you have any questions about conflict of interest obligations and/ or how to make a disclosure.
Privacy Statement
Personal information will be collected from your resume, application, cover letter and references under the authority of the Workplace Safety and Insurance Act, 1997 and will be used by the Talent Acquisition Centre and WSIB hiring parties to assess/validate your qualifications and/or determine if you meet the requirements of vacant positions and/or gather information relevant for recruitment purposes. If you have questions or concerns regarding the collection and use of your personal information, contact the WSIB Privacy Office, 200 Front Street West, Toronto, ON, M5V 3J1 or 416-344-5323 or 1-800-387-0750 extension 5323. Be advised that information related to application status will not be provided.

Workplace Safety and Insurance Board

The Workplace Safety and Insurance Board (WSIB) helps people overcome workplace injuries and illnesses and helps business owners make their workplaces safe and healthy. Our people are at the heart of what we do. Bring your enthusiasm and expertise to the WSIB, and we’ll help you achieve your personal and professional goals through meaningful work, development opportunities and a culture of compassion, integrity and teamwork. We are the WSIB. And we’re here to help.