Senior Service Design Consultant

Ministry of the Attorney General; Toronto; On-site; CAD 82,000 - 122,000; Full time

Job summary

A government service organization in Toronto seeks a Senior Service Design Consultant to lead projects enhancing the accessibility and efficiency of justice services. The role requires a user-centered mindset, strong analytical and communication skills, and the ability to manage multiple complex projects. Candidates should have experience in service design and a passion for improving government service delivery.

Benefits

Comprehensive compensation package

Flexible learning opportunities

Tailored work arrangements

Qualifications

• Experience in service design and user research projects.
• Ability to manage multiple projects simultaneously.
• Strong communication skills with cross-functional teams.

Responsibilities

• Define and deliver service design projects.
• Engage diverse stakeholders and facilitate workshops.
• Contribute to service design and lean projects across OPS.

Skills

User needs mapping

User research (exploratory and evaluative)

Stakeholder mapping and systems mapping

Process mapping and journey mapping

Collaborative design

Prototyping

Service blueprinting

Analytical skills

Communication skills

Job description

Senior Service Design Consultant

Apply By: Friday, September 19, 2025 11:59 pm EDT

Job ID: 232695

Posting status: Open

Organization: Ministry of the Attorney General

Division: Corporate Services Management; Digital Strategy and Initiatives Branch

City: Toronto

Position(s) language: English

Job term: 1 Temporary (up to 12 months with possible extension)

Job code: 6A008 - ProgPlanEval06

Salary: $82,217.00 - $121,155.00 Per year

Are you passionate about improving access to justice or making government services and programs more user-friendly, efficient, and effective? Do you thrive on solving complex problems, transforming services and business processes, and engaging with diverse stakeholders? If so, consider joining the Service Design and Lean Office at the Ministry of the Attorney General. Help drive meaningful change in Ontario's justice system and improve the lives of Ontarians!

Note: This competition may be used to create an eligibility list to fill upcoming opportunities.

About us

The Ministry of the Attorney General (MAG) is responsible for delivering a fair and accessible justice system that inspires public confidence and upholds the rule of law. MAG delivers justice services to Ontarians by: prosecuting crime; supporting victims of crime; providing decision-making and justice support services to vulnerable people; providing criminal, civil and family courts and related justice services that are efficient and effective; providing legal advice and services to government.

The Service Design and Lean Office (SDLO) supports project teams across MAG in improving business processes and enhancing service quality through a client-centric approach. We lead process improvement, service design, and user research projects with tangible outcomes, and deliver training programs to build internal capacity, foster user-centred mindsets, and promote a culture of continuous improvement.

We are looking for an experienced Senior Service Design Consultant to lead change and transformation initiatives that modernize justice services, operations, and technology. This position is located at 720 Bay St., Toronto.

Information Session

If you'd like to learn more about the team, our culture, and the role, join the hiring manager for an Ask me Anything session on September 11th, from 12:30pm to 1:30pm. Join the Meeting Link
Meeting ID: 232 441 850 100 3
Passcode: Qj7dA9oX
The session is optional and has no impact on hiring decisions.

About the job

As a Senior Service Design Consultant, you will:

• Use your user-centred mindset and principles to define, plan, and deliver impactful service design projects that improve how government services are experienced.
• Bring analytical skills, creativity, and responsiveness to tackle complex challenges using service design and systems thinking best practices. Scope ambiguous projects and support IT, service design, and process improvement initiatives under tight timelines.
• Manage multiple projects at once, engage diverse stakeholders, and facilitate workshops with cross-functional teams. Provide expert consultation and mentorship to staff.
• Work at a fast pace with autonomy and purpose to identify opportunities, deliver tangible outcomes, and recommend innovative solutions that support change initiatives.
• Contribute to a wide range of service design and lean projects and connect with teams across the OPS.

What you bring to the team

Service Delivery and Service Design Skills

• User needs mapping
• User research (exploratory and evaluative)
• Stakeholder mapping and systems mapping
• Personas
• Process mapping and journey mapping
• Collaborative design
• Prototyping
• Service blueprinting
• Expertise leading complex user research and service design projects, including conducting interviews, designing, and facilitating workshops
• Understanding of key performance indicators, qualitative and quantitative measurement, and risk assessment

Leadership, Project and Change Management Skills

• Delegate, prioritize work, and can coach and motivate others
• Provide technical leadership to service design and technical project staff
• Use strong change and project management skills, including planning, resource and budget scheduling, and risk management, to lead concurrent projects
• Be proactive and use effective project management skills to maintain strategic focus and deliver multiple projects on time and with high quality

Relationship Building and Communication Skills

• An enthusiasm for cooperativeness, co-design, and user experience outcomes
• Strong communication and relationship building skills
• Excellent oral and written communication skills, and can prepare reports, presentations, and provide recommendations to senior management
• Effective facilitation and presentation skills demonstrated through conducting user research, facilitating discovery workshops, and leading project status meetings and briefings

Analytical and Design Thinking Skills

• Synthesize and analyse user research data to identify actionable insights and recommendations
• Identify trends and potential risks such as financial, political, operational, and legal for new projects
• Analyse and interpret business and technical requests, user research options, and identify best course of action
• Apply a future-oriented mindset and can develop improvement opportunities through understanding current and future needs
• Identify potential problems and develop mitigating strategies
• Align business plan submissions and other initiatives to reflect key business directions

Technical Knowledge and Skills

• Demonstrated knowledge of emerging trends and developments in service delivery, digital service design and related technology
• Knowledge of information management principles, database design and modelling to provide I+IT and service design advice
• Advanced understanding of systems analysis and design principles as related to service design requirements

Don't meet every qualification?

If you are excited about this position and meet most, but not all, of the listed qualifications, please still consider applying. We recognize that no one person might have every qualification in this job ad, and you just might be the right candidate!

How we support diversity, inclusion and accessibility

We are building an inclusive workforce that reflects the communities we serve. We encourage everyone interested in working with us to apply, including people with disabilities, Indigenous, Black and racialized individuals, as well as people from all ethnicities, cultures, sexual orientations, gender identities and gender expressions.

Our hiring process is accessible, consistent with Ontario's Human Rights Code and the Accessibility for Ontarians with Disabilities Act, 2005. We are working to prevent and remove barriers in our hiring processes and can offer accommodation to address specific needs related to Code-protected grounds such as disability, family status and religion. For more information about accommodation during the hiring process please contact us.

Learn more about the work the OPS is doing to create an inclusive, anti-racist, accessible and diverse workplace:

• diversity, equity and inclusion initiatives
• accessibility
• Anti-Racism Policy

What we offer

The Ontario Public Service is one of Ontario's largest employers. We offer:

• a career that can grow across ministries and job functions
• flexible learning and developmental opportunities, including education and mentorship programs
• a comprehensive compensation and benefits package
• base salary that aligns to market trends with performance-based pay and scheduled salary progression
• tailored work arrangements, including opportunities like flex hours, self-funded leave and more
• a modern, friendly and accessible physical work environment

Additional information

Common details: Apply by Friday, September 19, 2025 11:59 pm EDT

Position details:

• 1 English Temporary, duration up to 12 months, 720 Bay St, Toronto, Toronto Region, Criminal Record Check

Compensation group: Association of Management, Administrative and Professional Crown Employees of Ontario

Work hours: Schedule 6

Category: Consulting and Planning

Posted on: Wednesday, September 3, 2025

How to apply

• You must apply online.
• Your cover letter and resume combined should not exceed five (5) pages.
• Customize your cover letter and resume to the qualifications listed on the job ad with concrete examples.
• Read the job description to make sure you understand the role.
• OPS employees are required to quote their WIN EMPLOYEE ID number when applying.
• If you require accommodation, please contact Recruitment Services.

Language requirements and assessment:
All external OPS job ads are posted in English and French. Candidates are assessed in English. If bilingual, you may also take a French proficiency test.

Strengthening Ontario, together