RQ11164 - UX Designer - Senior

Service Design – 50%

• Leads and co-ordinates concurrent service design projects to identify the current state and propose opportunities for service improvement in integrated service delivery solutions, business processes and methods in the context of existing and anticipated business needs and best practices
  
• Acts as the primary service design consultant within multidisciplinary project teams for service design projects, defining the project approach in the initiation stage, and thereafter leading on key service design activities such as: (must have)
  • User needs mapping
    
  •  User research (exploratory and evaluative)
    
  • Stakeholder mapping
    
  • Personas
    
  • Journey mapping
    
  • Collaborative design
    
  • Prototyping
    
  • Service blueprint
    
• Plans, leads and co-ordinates the design, development, prototype testing, and implementation of new solutions for service delivery
  
• Reviews service design aspects post-implementation to assess performance of new processes and practices; (must have)
  
• Develops process improvement objectives, critical success factors, key performance indicators, and measurement and target metrics to 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, and by facilitating change management and business reengineering processes
  
• Leads the design, development and deployment of tools, methods, processes and standards to ensure the integrity and validity of the service design function and outcomes
  
• Researches and analyzes the integrated service requirements of government, partner ministries, and customers, and takes into account a user-centered perspective to service delivery
  
• Develops and recommends strategies to meet integrated service delivery objective; ensures 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 including digital service delivery systems
  
• Participates in business planning activities including the development of Management Board submissions in support of service improvements, operational strategies, coordinates service design engagement processes
  

Expertise – 20%

• Provides service design expertise to service owners, managers, clients and users and others, including making presentations and recommendations to the relevant ADM as senior responsible officer for the service in question
  
• Participates in the evaluation and selection of external vendors; prepares statements of work, Request for Proposal (RFPs) and other documentation
  
• Participates in project and advisory committees to provide service design advice and expertise, reports and recommendations, and to co-ordinate testing, implementation and post-implementation review planning (must have)
  
• Researches trends, developments and best practices in service design in order to ensure service design projects reflect and introduce optimal processes, practices, methods, tools and performance indicators
  
• Leads, develops and participates in knowledge-sharing initiatives to the ADM level to raise awareness and acceptance of service improvements, benefits and understanding of potential risks incurred by inconsistencies and failure to improve
  

Stakeholder Relations -20%

• Initiates partnerships and leads/participates in enterprise wide projects with other ministries, jurisdictions or the broader public sector having impacts on ministry and corporate program delivery
  
• Develops internal and external stakeholder relationships to partner on key business process, practices, standards and methods.
  
• Consults with clients on general service processes, practices and methods, and to agree on project deliverables
  
• Consults with vendors, consultants and peers in the community and in other jurisdictions to address service design trends, developments and issues
  

Team Leadership/Guidance – 10%

• Manages multi-disciplinary service design project teams through all phases of complete projects, including agreeing scope and deliverables, developing the project charter, planning, resourcing, prioritizing, scheduling, monitoring, problem solving, guiding staff and reporting with recommendations. (must have)