Senior Service Design Consultant

Attorney General | Procureur général; Toronto; On-site; CAD 85,000 - 105,000; Full time

Job summary

A provincial government department is seeking a Senior Service Design Consultant to lead service design and transformation initiatives in Toronto. The role involves utilizing user-centered principles to enhance government services, managing multiple projects, and collaborating with stakeholders. Ideal candidates will have a strong background in service design methodologies and excellent communication skills. A competitive compensation package and flexible work arrangements are offered.

Benefits

Comprehensive benefits package

Flexible learning opportunities

Modern work environment

Qualifications

• Experience leading complex user research and service design projects.
• Strong change and project management skills, including planning and resource scheduling.
• Excellent facilitation and presentation skills.

Responsibilities

• Define and deliver impactful service design projects.
• Engage diverse stakeholders and manage multiple projects.
• Provide expert consultation and mentorship to staff.

Skills

User research

Stakeholder mapping

Process mapping

Service design methodologies

Analytical skills

Communication skills

Relationship building

Education

Relevant degree in service design or related field

Tools

Systems analysis and design

Digital service design tools

Job description

Overview

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!

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.

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 your 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

• Demonstrated skills and experiences in a range of the following service design principles, tools, and methodologies:
• User research (exploratory and evaluative)
• Stakeholder mapping and systems mapping
• Process mapping and journey mapping
• Expertise leading complex user research and service design projects, including conducting interviews, designing, and facilitating workshops
• An 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 leading edge technology related to digital service design and in-person service delivery models
• Knowledge of information management principles, database design and modelling to provide I+IT and service design advice and recommendations
• Advanced understanding of systems analysis and design principles as related to service design requirements

What we offer

The Ontario Public Service is one of Ontario's largest employers. Employees work for a wide range of ministries, with offices in more than 70 cities across the province. 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

Address: 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

Schedule: 6

Category: Consulting and Planning

Posted on: Thursday, September 4, 2025

Note

• About security checks: A criminal or other federal offence record does not automatically disqualify you from the position. We consider each situation based on the position's responsibilities.
• If a check is needed and you've lived outside of Canada in the past 5 years for 6 or more months in a row, or if you are not a Canadian resident, you'll need to provide an out-of-country police clearance certificate from the country you lived in.
• Employment screening checks are only reviewed and evaluated by the Transition and Security Office, which also maintains them and keeps them strictly confidential.
• The information that you provide for the purpose of this competition and the results from this competition may be used to fill other positions. These positions may be of various tenures including short-term assignments. Your information and the results from this competition will be retained for the purpose of filling vacancies in accordance with the applicable collective agreement or policy provisions.
• E-AG-232695 / 25

How to apply:

Please apply online, only, at www.ontario.ca/careers, quoting Job ID 232695, by Friday, September 19, 2025. Please follow the instructions to submit your application.

If you require accommodation in order to participate in the recruitment process, please contact us at www.gojobs.gov.on.ca/ContactUs.aspx to provide your contact information. The Ontario Public Service is an inclusive employer. Accommodation will be provided in accordance with Ontario’s Human Rights Code.

J-18808-Ljbffr