Service Design Lead (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:  N08        From:  $97,186.00  

1 Temporary Opportunity up to 12 months.

Job Summary:

The Service Designer designs quality service experiences across the WSIB by working collaboratively with internal partners and using participatory design methods to improve customer experiences, incubate new services, and cultivate a human-centered design culture and capability across the organization. The Service Designer combines strong business acumen and knowledge of the WSIB’s business with a deep expertise in design thinking to:

• design organizational structures, systems and business models that support the WSIB’s customer centric objectives;
• facilitate service improvements by redesigning the end-to-end journey of services delivered to WSIB customers, including those that support the implementation of new digital solutions;
• architect new services that improve customer experience and create compelling new value propositions for customers.

Service Design may involve the creation of, or change to, transactions, products, programs and content across both digital and offline channels provided by different parts of the WSIB. The Service Designer is a hands-on design expert, taking concepts forward and working hand-in-hand with business partners to implement services in a variety of settings and for all of WSIB’s customers.

Major Responsibilities:

Collaborate closely with lines of business across the WSIB, becoming an expert on how the customer interacts with their services, systems, products & processes.

• Dive into the complex people, process and technology landscape that makes up WSIB services. Take a systemic approach to understanding a new business area, both zooming out to see the big picture, then diving in to capture the important details. Identify the touchpoints between the customer and the WSIB throughout their journey.
• Build and maintain strong working relationships with Senior Executives and colleagues across the WSIB to promote best practices for service development and delivery, generate buy-in, ensure appropriate resource allocation, support co-creation objectives, and ensure high quality outputs. Liaise with key stakeholders throughout the project lifecycle.

Lead internal business partners in transforming current service experiences and developing new service delivery opportunities by building a shared understanding of current state, and generating meaningful insights through the design process.

• Leverage service design methodology to solve hard-to-diagnose problems that require a holistic approach to effectively uncover the root cause (i.e., experiences that are cross-channel, involve multiple touchpoints, and are the result of a cross-functional effort comprising many different teams).
• Enable holistic, meaningful change by blueprinting ecosystem-level scenarios that span and intersect across a web of offerings related to a particular service. Work closely with business partners to build an end-to-end and surface-to-core understanding of a process that not only encapsulates the experience of the customer, but also the activities of the behind-the-scenes staff and systems that deliver the service (underlying support actors, touchpoints, systems, and policies). Take into account the things that happen before and after the primary experience, looking at upstream causes and downstream effects, to enable teams to identify critical moments that make or break a service experience.
• Collaborate with colleagues to identify service design project opportunities in the digital and physical realms. Distil business, legislative, & customer constraints into digestible components during the design process.
• Serve as a service design Subject Matter Expert in design workshops, particularly through ideation, prototyping & testing. Lead co-design working sessions with cross-functional teams. Create service design concepts and prototypes, and co-facilitate testing of concepts and prototypes for validation and iteration.
• Assist lines of business in documenting solution requirements to improve service delivery to our customers, considering both the customer’s experience and the WSIB’s ability to implement and scale the solution.

Work closely with business partners across the organization, Senior Executives and the Board of Directors to co-design organizational structures, systems and business models that support the WSIB’s customer centric objectives

• Design new ways of creating, delivering and capturing value across the WSIB
• Lead or assist with cross-cluster initiatives of strategic significance by applying service design expertise
• Respond to ad hoc requests from Senior Executives, including exploratory and/or advisory engagements

Communicate and present research and design insights to stakeholders, including internal business partners, Senior Executives, the Board of Directors, as well as workers, employers, health care providers, and representatives.

• Communicate service concepts and ideas to team members, internal and external stakeholders, and customers. Use diverse set of methods and tools to illustrate all the components and touchpoints of the service.

Contribute to building a customer centric organizational culture that understands the value of adopting a human-centered design practice and mindset. Instil teams across the organization with the confidence, capabilities and discipline to explore, incubate and scale innovative design solutions.

• Ensure high quality and timely delivery of outputs by staying up-to-date on new developments, tools and approaches in service design.
• Demonstrate an intrinsic passion for making things better and creating new methods and practices. Employ creative problem solving skills, a curious mind, an enthusiastic work ethic, patience and a positive attitude. Be collaborative and contribute to healthy team motivation and morale.

1) Education requirements:

• Bachelor’s Degree or equivalent minimum
• Master’s Degree in Design (MDes), Human-Computer Interaction, Business Administration (MBA) or related discipline preferred

2) Experience:

• Minimum Experience Required
• 5+ years in Experience Design or related discipline, within a design consultancy or equivalent position
• Deep expertise in design thinking/ human-centered design, as well as core service design methods and processes
• In-depth knowledge and experience within a relevant design discipline (UX Design, Design Research, Service Design, Design Strategy, Systems Design, Business Design, Industrial Design, Graphic Design, Interaction Design)
• Excellent communication and presentation skills
• Ability to work within a self-directed culture and navigate ambiguity and complex problems

Preferred Experience

• Proven designs and experience of launched services that have been implemented
• Experience crafting and executing a project vision, strategy and client relationship
• Experience with concepting, ideation, and iterative prototyping
• Experience with mixed methods research

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 Vision 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 on the WSIB careers page by the closing date.