Manager, Experience Design (HYBRID)

About the Workplace Safety and Insurance Board (WSIB)

We’re here to help. When an injury or illness happens on the job, we move quickly to provide wage-loss benefits, medical coverage and support to help people get back to work. Funded by businesses, we also provide no-fault collective liability insurance and access to industry-specific health and safety information. We are one of the largest insurance organizations in North America covering over five million people in more than 300,000 workplaces across Ontario. For more information, visit wsib.ca.

At the WSIB, you’ll have the opportunity to:

• explore many career paths and follow your passion
• continuously learn and grow professionally
• be recognized for the great work you do
• participate in programs that support your health and wellbeing

You’ll also receive a competitive salary and may be eligible to participate in our health and dental plan. 

We are establishing our new head office in London and looking to grow our team in this region! Candidates located in this region will be given preference.

Our people have different ways of working and lifestyles. We’re committed to a mix of working in the office, in the field and from home. You have some flexibility in terms of where and how work gets done to help you balance your personal life and career goals.

Salary Grade:  N09        From:  $107,373.00  To:  $134,216

This is a temporary opportunity for up to 12 months in duration. 

Job Summary:

The Manager, Experience Design will lead strategy and delivery of Customer Experience Design initiatives, oversee design research and service design activities, and promote Experience Design practices in pursuit of the WSIB's service experience goals. It will Provide technical expertise, advice and leadership to team members, WSIB management and internal stakeholders.

The role will lead a team responsible for ensuring the improvement of end-to-end service experiences

The role will establish a practice that drives and complements the organization's vision for the WSIB's digital strategy and digital experience, establishing collaborative and cohesive relationships across the Digital team and related roles across the organization.

Major Responsibilities:

1. Define experience design strategies and approaches and build a practice to identify and lead the improvement of design research and experience design projects. This includes:

• Leading and overseeing the implementation of Design Research and Service Design activities, including guiding and coaching team members in selecting methods and methodologies to support research, user testing, persona creation, journey mapping, service blueprinting, service simulations and other approaches to gather insights into the customer experience. 
• Guiding the team in the generation of critical and novel insights to influence service improvements and inform decision makers in making effective customer experience decisions.
• Conducting benchmarking and scan research into peer organizations to understand comparable customer experiences.

2. Plan, manage and control the activities of the Experience Design team which includes annual planning of projects and priorities, identifying resource requirements, allocating work, recruiting, establishing performance objectives, conducting performance reviews, and providing guidance and feedback to staff.  This includes:

• Providing technical expertise and direction to staff when required.
• Identifying and addressing blockers, inefficiencies and other issues to effective service delivery.
• Participating as a member of the Branch’s management team in the development of branch goals and objectives in support of the divisional and corporate goals and objectives.

3. Develop and maintain effective communication linkages and relationships internally with business areas and externally with vendors to discuss and resolve issues, and exchange information of mutual concern.

• Partner with procurement to define, build and participate in RFI/RFP processes to contract vendors in support of projects that require outside experience or capacity.

4. Promote the value of Experience Design practices and approaches across the organization, including storytelling of ED case studies, findings and approaches.

• Help stakeholders understand the value of Experience Design practices, best understand potential applications and support identification of roadmap and improvement opportunities.

5. Develop and administer section operating budget, authorize expenditures and report on variances from approved plan.  Recommend expenditures outside budget for approval.

6. Work with stakeholders to identify potential service risks and support the identification of service benefits. Provide advice to stakeholders on potential gaps or improvements to CX measurement.

7. Collaborate closely with the Digital team, including Digital Product Managers and UX Analysts.  Provide feedback on digital prototypes, UX strategy and design principles to inform the successful design of digital services and consistency with non-digital services and across channels.

Job Requirements:

1. Education requirements:

Minimum Level Required

• Degree or diploma in Design or related area  including Human-Centred Design, Human Computer Interaction, Interaction Design, Design Thinking, Service Design, User Experience Design, Psychology, Sociology, Anthropology or related design or social science fields.

Preferred Level

2. Experience:

Minimum Level Required

• 5 – 10 years of experience in UX Research or Design, Service Design, Design Strategy, Customer Experience Design or implementation.

Preferred Level

• 3-5 years of management experience.

Our commitment to equity, diversity and inclusion

We respect and value the diversity of our people. We strive to create an environment where employees can be themselves and where our differences are celebrated.

We value and celebrate diversity and are committed to creating inclusive experiences for both our employees and prospective employees. We invite all interested individuals to apply. If you require accommodations in order to apply to this position please contact talentacquisitioncentre@wsib.on.ca.  If you are invited to participate in the interview or assessment process, you can advise our Recruiter of your accommodation needs at that time.  

Please visit our EDI Homepage to learn more about what actions WSIB are taking to advance our commitment to equity, diversity and inclusion and to support all employees participating and contributing to their full potential

Disclosing conflicts of interest

As public servants, employees at the WSIB have a responsibility to act in an ethical way at all times to create a respectful workplace and maintain public trust. Job applicants are required to disclose any circumstance that could result in a real, potential or perceived conflict of interest. A conflict of interest is any situation where your private interests may impair or be perceived to impair the decisions you make in your official capacity. This may include: political activity, directorship, other outside employment and certain personal relationships (e.g. with current WSIB employees, customers and/or stakeholders). If you have any questions about conflict of interest obligations and/or how to make a disclosure, please contact the Talent Acquisition Centre at talentacquisitioncentre@wsib.on.ca.

Privacy information

We collect personal information from your resume, application, cover letter and references under the authority of the Workplace Safety and Insurance Act, 1997. The Talent Acquisition Centre and WSIB hiring parties will used this information to assess/validate your qualifications, determine if you meet the requirements of vacant positions and/or gather information relevant for recruitment purposes. If you have questions or concerns regarding the collection and use of your personal information, please contact the WSIB’s Privacy Office at privacy_office@wsib.on.ca. The Privacy Office cannot provide information about the status of your application.

As a precondition of employment, the WSIB requires that prospective candidates undergo a criminal records name check any time before or after they are hired.

To apply for this position, please submit your application by the closing date.