Service Design Consultant

Procom; Richmond; Remote; CAD 85,000 - 120,000; Full time

Job summary

A leading company is seeking a Service Design Consultant for a 6-month engagement with high potential for extension. The role involves using a stakeholder-centered approach to enhance the claim process and return-to-work planning, collaborating closely with cross-functional teams to improve stakeholder experiences while adhering to business and legislative requirements.

Qualifications

• Over 8 years of experience in market and/or UX research.
• 4 years involved in (re-)designing experiences based on research.
• Effective in managing cross-functional stakeholder relationships.

Responsibilities

• Lead initiatives for return-to-work experience design for various stakeholders.
• Analyze data and provide actionable insights.
• Create service design artifacts like personas and journey maps.

Skills

Qualitative research skills

Storytelling

Project management

Teamwork

Problem-solving

Education

Master’s degree in business administration or related field

Job description

On behalf of our client, Procom is seeking a Service Design Consultant for a6-month engagement.

Service Design Consultant

The Service Design Consultant will use a stakeholder-centered approach to design or re-design worker, employer, and provider journeys related to the claim process and return-to-work planning. They will work closely with our business partners to understand the business needs and the legislative requirements. They will review all existing research and make recommendations for additional research based on gaps identified and carry out the necessary research to fully understand our stakeholders’ needs.

The Service Design Consultant will prepare journey maps, empathy maps, and other artifacts to identify pain points and work to understand the ‘why’ behind those pain points to make recommendations on how to best improve the experience, while keeping business and legislative requirements in mind. They will work closely with the business, design, and development teams to ensure products and services are aligned to our brand to meet our experience standards and business goals.

Responsibilities

• Lead and manage return-to-work experience design initiatives for injured workers, providers, and employers, including identifying research needs, planning, and carrying out research or workshops.
• Analyze and synthesize data, identify themes, opportunities to tell compelling stakeholder experience stories, and provide actionable insights to your clients.
• Create personas, journey maps, empathy maps and other service design artifacts.
• Lead in orchestrating the implementation of research findings with clients (e.g., webpages and resources).
• Ensure the project can move forward in a timely manner, keep the clients informed, and document to its completion.
• Collaborate with cross-functional teams and external providers while providing leadership, expertise, and recommendations on applying the experience framework and experiences to drive business improvements and change.
• Evaluate progress towards strategic objectives, present research findings and recommendations, facilitate decision-making discussions, and implement changes to improve stakeholder experiences.
• Anticipate stakeholder needs and promote collaboration across departments and units.

Service Design Consultant Mandatory Skills

• Skilled at writing communications and marketing Relationships - Build effective relationships while working in cross-functional teams and manage stakeholder effectively through fostering collaboration and communication
• Present and convey information effectively and persuasively to internal clients at all levels of the organization and influence others to achieve objectives
• Design, conduct, and analyze design research data (qualitative research skills are a must) to drive key insights to inform strategies
• Storytelling - tell persuasive narratives visually on PowerPoint and verbally
• Project management – coordinating and managing multiple projects
• Research - Qualitative research experience conducting user testing, content testing, in-depth-interviews, focus groups, etc, as well as qualitative and quantitative data analysis
• Teamwork and problem-solving abilities
• A master’s degree in business administration, Market Research, Psychology, Behavioral Science / Insights, Cognitive Science, or another Social Science, or similarly related field.
• A minimum of eight years of experience conducting market and / or UX research, of which four years being involved in (re-)designing experiences (e.g., products, programs, services, systems, processes) based on research. We’ll consider equivalent combinations of education and experience.

6.5 Months with strong likelihood of extension

Senior Manager, Communications & Marketing Assignment Location

The role is mainly remote, but if there are needs from the business or the project (e.g., facilitating a workshop), they would be expected to come into the Richmond, BC head office.