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Service Design Consultant

City of Toronto · Customer Experience, Service Design & Delivery

This job in plain words

The City of Toronto is hiring a Service Design Consultant for a 12-month temporary full-time job at Metro Hall, 55 John St., Toronto, with hybrid work allowed. The role leads service design projects to make City services more modern, accessible and easy to use, and it includes leading and training junior staff.

Open to the public

Can you apply?

Anyone who meets the qualifications can apply, including current City of Toronto employees. Current employees must say so on the online form and give their employee number, since they cannot hold two different jobs.

Education
Not stated · Post-secondary education in a relevant field (for example, service design or business administration), or an equivalent mix of education and experience. Service design, Agile and Lean Six Sigma certifications are assets.
Experience
Extensive experience in service design and process change; considerable experience leading projects and creating journey maps and blueprints. Contact centre experience is an asset.
Job type
Full-time, temporary, 12 months. Monday to Friday, 35 hours per week.

What they ask for:

  • Post-secondary education in a relevant field, or equivalent experience.
  • Extensive experience with service design and business process change in large organizations.
  • Considerable experience leading service design projects using project management and Agile methods.
  • Considerable experience creating service blueprints, journey maps and wireframes.
  • Strong leadership, communication and stakeholder relationship skills.
  • Ability to travel to various work locations, as required.

What you would do

  • Lead end-to-end service design projects across the City.
  • Supervise and train junior staff, reviewing their work.
  • Map current user experiences to find ways to improve them.
  • Lead the service design process, from research to implementation.
  • Advise senior management and executives on service design.
  • Help evaluate vendors and prepare requests for proposals.

How to apply

Apply online through the official City of Toronto job posting before the closing date. Have your resume and qualifications ready.

Good to know:

  • This is a non-union position with one opening.
  • Hybrid work is allowed under the City's Remote Work Policy.
  • Accommodation is available during recruitment on request.

We wrote this summary automatically from the official posting. Only the posting on the City of Toronto career site counts: read it before you apply.

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