Service Designer Job Description:
The resource will work remotely and be required to pick up and drop off the asset from the location provided

Are you passionate about improving public services? Do you excel at transforming complex processes into user-friendly services? Join our team to help change how we deliver essential forest resources inventory services. We are looking for an innovative professional to support the Land and Resources I&IT Cluster to lead the transformation of the processes and products that support the understanding and management of Ontario’s forest resources.
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.

Purpose:
To be a design leader on a team responsible for a portfolio of digital products supporting the Forest Resources Inventory service. To lead discovery activities for this team, providing expertise in the design, delivery, evaluation and maintenance of leading-edge user experience strategies and online experiences for citizens, businesses and OPS colleagues who use these services.
To work in close partnership with the team’s product and tech leaders, with a goal to build technology-powered solutions that delight our users and work for our Ministry.
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.

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 and execute user research to understand user expectations, behaviours and needs to inform design decisions.
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, and coordinate service design engagement processes.
Provide service design expertise to service leads, 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.


Knowledge Transfer Requirements:
Conduct ongoing knowledge transfer throughout the assignment via regular meetings, touchpoints, and working sessions with LRC staff.
Transfer all design, development artifacts, and source code, including all relevant and complete documentation, to the ministry's designated repositories.
Schedule dedicated knowledge transfer sessions to ensure completeness and allow LRC staff to ask for clarifications or follow-up questions.

Knowledge and Skills:
Strategic and operational planning.
Service design principles, techniques, methodologies.
Familiarity with the product operating model for organizations seeking technology-powered solutions that delight customers and also work for the business.
Familiarity with the concept of a product trio (design lead, tech lead and product lead) leading the team in discovery, strategy and delivery activities.
Strong facilitation skills to lead design discussions and negotiations, present recommendations and advice to stakeholders on design and strategy.
Content strategy, inclusive writing, and user-centered design.
Communicating complex information clearly.
Government policies, standards, and legislation relating to digital service delivery.
Journey mapping, user stories, information architecture, content auditing and evaluation, wireframing, prototyping, persona development, user research, and content testing.
English language and accessibility standards
Managing multiple projects with attention to detail.
Political acuity, collaboration, and relationship management.
Agile product development tools and techniques.
Analyzing analytics, feedback, and user research findings.

Evaluation Criteria:
Technical Skills - 50%
Experience with Service design principles, techniques, methodologies.
Proven ability to 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.
Sample portfolio of projects for mobile and web.
Experience with wireframing tools like Axure, Sketch, Adobe photoshop, Wireframe
Create original graphic designs (e.g. images, sketches and tables)
Experience in quickly adapting designs based on user feedback
Develop UI mockups and prototypes that clearly illustrate how sites function and look like
Identify and troubleshoot UX problems (e.g. responsiveness)
Illustrating design ideas using storyboards, process flows, journey mapping, sitemaps and other design artifacts
Proven experience in leading and executing user research (qualitative and quantitative) with design thinking methodologies and user testing best practices
Ability to lead UX design discovery sessions with business stakeholders to define personas, goals, user journeys, and pain points
Experience with supporting Accessibility standards (WCAG 2.0) / AODA
Proven experience using a variety of methodologies for software development lifecycle (e.g., Agile, waterfall, etc.)
Experience with team collaboration tools such as Azure DevOps, Jira

Other Skills - 45%
Familiarity with the product operating model for organizations seeking technology-powered solutions that delight customers and also work for the business.
Familiarity with the concept of a product trio (design lead, tech lead and product lead) leading the team in discovery, strategy and delivery activities.
Experience working closely with a product manager to deliver digital products and services
Communicating complex information clearly.
Strong facilitation skills to lead design discussions and negotiations, present recommendations and advice to stakeholders on design and strategy.

OPS Experience - 5%
Ontario Public Sector is an experience an asset

Must haves:

Mandatory Skills	Candidate Experience (Years)	Details)
Sample portfolio of projects for mobile and web.
Experience with Service design principles, techniques, methodologies
Ability to lead UX design discovery sessions with business stakeholders to define personas, goals, user journeys, and pain points
Familiarity with the product operating model for organizations seeking technology-powered solutions that delight customers and also work for the business.
Proven ability to 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.
Experience with Business architecture skills