Service Design Lead for Public Sector Digital CX

City of Toronto; Toronto; Hybrid; CAD 89,000 - 133,000; Full time

Job summary

The City of Toronto is seeking a Service Design Consultant to bring together process, people, and technology to deliver improved and modernized services for customers, staff, and stakeholders. The role focuses on intuitive, accessible service experiences and continuous improvement across channels.

Responsibilities include leading service design across projects, developing plans, and guiding teams with strong collaboration to align with corporate strategy and customer needs.

Qualifications

• Post-secondary education in a discipline pertinent to the job function (e.g., Service Design, Business Administration, Strategic Management).
• Extensive experience analyzing and implementing service design and related initiatives in large organizations.
• Experience leading end-to-end service design initiatives using project management principles and Agile delivery methods.

Responsibilities

• Plans and conducts research in assigned area, considering field developments and policies.
• Motivates and trains junior staff, maintaining high standards and encouraging innovation.
• Supervises day-to-day operations of project teams and reviews work.

Skills

Project management

Service design

Leadership

Stakeholder management

Education

Post-secondary education in a relevant discipline

Tools

RFPs

Job description

The City of Toronto is seeking a Service Design Consultant to bring together process, people, and technology to deliver improved and modernized services for customers, staff, and stakeholders. The role focuses on intuitive, accessible service experiences and continuous improvement across channels.

Responsibilities include leading service design across projects, developing plans, and guiding teams with strong collaboration to align with corporate strategy and customer needs.