Civic Service Design Researcher & UX Innovator

City of Toronto; Toronto; Hybrid; CAD 90,000 - 99,000; Full time

Job summary

The City of Toronto is seeking a Service Design Researcher to support the evolution of the City's digital customer experience strategy through service design, human-centred design, robust change management practices, and continuous improvement. The Customer Experience Division (CXD) leads enterprise-wide initiatives to improve how residents and businesses interact with the City of Toronto.

It uses a collaborative approach to drive standards, capabilities, and the scaling of platforms with a

Qualifications

• Post-secondary degree or diploma in a related discipline (e.g. Business Administration, Public Policy, Human-Centred Design, Service Design, Design Thinking, User Experience) or equivalent combination of education and experience.
• Considerable experience leading service design research and evaluation initiatives, applying mixed-methods research techniques to generate evidence-based insights.
• Experience in creating artefacts to clearly communicate research findings and proposed solutions (i.e. prototypes, personas, journey maps, reports).

Responsibilities

• Uses Human-Centred Design based innovation approaches to identify root causes of civic challenges and explore perspectives of residents and stakeholders.
• Provides subject matter expertise in Human-Centred Design approaches and research methods.
• Leads workshops/facilitation sessions and user engagement activities to gather information from residents, clients, people with lived experience, community groups, and other stakeholders.
• Collaborates with research participants, the public, and community stakeholders to understand individual personas and customer journeys.
• Collaborates with product, business, and technology teams, sharing design research insights to build proofs-of-concept, prototypes, and service blueprints.

Skills

Human-Centred Design

User Experience

Agile methods

Workshop facilitation

Education

Related discipline degree

Tools

Figma

Miro

Dovetail

Qualtrics

Job description

The City of Toronto is seeking a Service Design Researcher to support the evolution of the City's digital customer experience strategy through service design, human-centred design, robust change management practices, and continuous improvement. The Customer Experience Division (CXD) leads enterprise-wide initiatives to improve how residents and businesses interact with the City of Toronto.

It uses a collaborative approach to drive standards, capabilities, and the scaling of platforms with a