Job ID: 67731
Job Category: Project Management
Division & Section: Customer Experience, Service Design & Delivery
Work Location: Metro Hall, 55 John St., Toronto (Hybrid Work in accordance with the City of Toronto’s Remote Work Policy)
Job Type & Duration: 1 Full-time, Temporary Vacancy (12 months)
Salary Range: $89,337.00 - $132,880.00
Shift Information: Monday to Friday, 35 hours per week
Affiliation: Non-Union
Number of Positions Open: 1
Posting Period: 30-Oct-2026 to 15-Nov-2026
The Customer Experience Division (CXD) incorporates a collaborative approach to drive standards, capabilities, and the scaling of platforms, with a focus on providing outcomes that result in public access to inclusive, accessible, integrated services via channels of choice, including 311 Toronto.
The City of Toronto is currently seeking a Service Design Consultant to bring together process, people, and technology to deliver improved and modernized services for customers, staff, and stakeholders, ensuring services are intuitive, accessible, and responsive to the needs of the customer.
This role will support the evolution of the City's digital customer experience strategy through the modernization of service experiences, service design, human-centred design, robust change management practices, and continuous improvement.
Major Responsibilities:
- Plans and conducts research into assigned area, ensuring that such research takes into account developments within the field, corporate policies and practices, legislation and initiatives by other levels of government.
- Motivates and trains junior staff, ensuring effective teamwork, high standards of work quality and organizational performance, continuous learning and encourages innovation in others.
- Supervises the day-to-day operation of project and junior team members, including the assigning and reviewing of work.
- Leads the timely analysis, development and implementation of service design projects across the City to enhance clients' business efficiency and effectiveness.
- Leads the development of the service design plan as part of a project or product team and participates in knowledge-sharing initiatives across the organization to raise awareness and acceptance of service design methodologies and benefits.
- Introduces new and innovative perspectives to the City of Toronto service design through application of industry best practice service design methodologies.
- Implements detailed plans and makes strategic design recommendations for program-specific requirements.
- Provides technical leadership to service design teams by creating project plans and establishing priorities, managing the project plan, monitoring quality/timeliness of deliverables, and resolving issues.
- Provides service design expertise to promote excellence, effectiveness and efficiency in service delivery models.
- Works with project and product teams to map user-centered current state with the objective of identifying opportunities to improve the end-to-end user experience.
- Applies service design practices and methodologies through the alpha and beta design phases; communicates service design principles/methodologies and recommends solutions that support improved/integrated service delivery.
- Prepares recommendations which may involve highly confidential, strategic, operational and/or labour relations issues such as streamlining processes and identifies opportunities to generate revenues and/or reduce costs.
- Synthesizes complex service design processes, measurement models and user research findings for solution definition and prototyping.
- Executes the service design plan by developing key deliverables and guiding team members and stakeholders accordingly.
- Leads orientation and skills development sessions in order to build service design capacity throughout the City of Toronto. This will include content on intranet site, facilitated learning sessions and mentoring on product teams.
- Leads the team through the service design methodology, including alignment, opportunity/stakeholder assessments, interjurisdictional scans and insights, vendor analysis, user research and engagement (persona development), prototyping, road mapping and implementation.
- Plans and coordinates the design, development, prototyping, usability testing and implementation of new solutions for improved service delivery.
- Reviews service design aspects post-implementation to assess performance of newly implemented processes and practices; develops process improvement objectives, critical success factors, key performance indicators, including measurement and target metrics to facilitate ongoing and continuous improvement.
- Facilitates change management with providers to add new products and services across all delivery channels including digital service delivery systems.
- Participates in business planning activities including the development of business case submissions and support of service improvements, operational strategies and coordinating service design engagement processes.
- Provides integrated service design delivery advice to senior management and executive-level stakeholders; prepares complex reports, presentations and makes recommendations.
- Participates in the evaluation and selection of external vendors; prepares statements of work, Request for Proposals (RFPs).
- Participates in project and advisory committees to provide service design advice/expertise.
- Embeds service design, user experience (UX) and Lean concepts in product lifecycle, including rapid prototyping, user testing and support system design, patterns and requirements.
- Coordinates testing, implementation and post-implementation review planning.
- Plans and leads concurrent service design projects; coordinates with clients, stakeholders and partners; identifies potential problems and develops mitigating strategies appropriately; expedites project progress to support client business needs.
- Provides client support that reflects individual client needs, resources and understanding of the specific business and service domain.
- Develops internal and external stakeholder relationships, consults with clients, vendors, consultants, peers and suppliers, on service processes, practices, methods and project deliverables.
- Drives corporate strategy development with senior leaders, executive sponsors, Steering Committees and other relevant stakeholders to address strategic business opportunities and achieve project goals.
- Negotiates and builds relationships, working in close collaboration with executives and senior management, clients and various stakeholders across the organization to resolve critical, strategic and operational issues and to deliver on major project objectives while ensuring that both City and business priorities are met.
Key Qualifications:
Your application should describe your qualifications as they relate to:
- Post-secondary education in a discipline pertinent to the job function (e.g., Service Design, Business Administration, Strategic Management, Organizational Development), or an equivalent combination of education and/or experience. Certifications related to Service Design, Agile, and Lean Six Sigma are assets.
- Extensive experience analyzing and implementing service design, business process modelling, business process re-engineering, business systems, strategic planning, and organizational design initiatives within large, complex organizations.
- Considerable experience leading end-to-end service design initiatives, applying project management principles and Agile delivery methods.
- Considerable experience creating detailed service design blueprints, user journey maps, storyboards, wireframes, and other design frameworks.
- Experience working within or partnering with contact centres and customer service operations is an asset.
- Strong leadership skills, with the ability to independently lead complex initiatives, manage multiple priorities, and provide day-to-day direction to project teams and junior staff, including assigning and reviewing work.
- Strong relationship-building and collaboration skills, with the ability to develop and maintain effective working relationships with clients, stakeholders, and partners to achieve project objectives.
- Ability to assess complex issues, exercise sound judgment, and develop practical solutions in ambiguous environments.
- Strong communication and facilitation skills, with the ability to present complex information clearly and facilitate discussions with diverse audiences, including senior management and executive stakeholders.
- Ability to travel to various work locations, as required.
Note To Current City of Toronto Employees
City of Toronto employees are eligible to apply for the posted job opportunity, but cannot hold two different jobs. To be considered for this job posting, you must indicate that you are a "Current City of Toronto employee" on the on-line application form, and provide your "Employee Number".
Equity, Diversity and Inclusion
The City is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects the diverse residents that we serve. Learn more about the City’s commitment to employment equity.
Accommodation
The City of Toronto is committed to creating an accessible and inclusive organization. We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require Code-protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs. Disability-related accommodation during the application process is available upon request. Learn more about the City’s Hiring Policies and Accommodation Process.
