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About the Role

The City of Toronto is seeking a Service Design Researcher to enhance the City's digital customer experience strategy through service modernization, Human-Centred Design, change management, and continuous improvement. This role supports the Customer Experience Division in improving resident and business interactions with the City by focusing on inclusive, accessible, and integrated services.

Responsibilities

Uses Human-Centred Design based innovation approaches to identify root causes of civic challenges and explore stakeholder perspectives.
Provides subject matter expertise in Human-Centred Design approaches and research methods.
Organizes, supports, and executes generative and evaluative experience design research activities.
Works collaboratively with researchers across cross-functional teams and disciplines.
Collaborates with various program areas, internal and external stakeholders, the public, and agencies to conduct research.
Leads workshops and facilitation sessions to gather information from diverse participants.
Collaborates with research participants, the public, and community stakeholders to understand individual personas, customer journeys, and personal situations.
Shares design research insights with product, business, and technology teams to build proofs-of-concept, prototypes, and service blueprints.
Makes recommendations on future design phases based on research findings.
Provides design research support through all product development iterations, ensuring research insights and customer needs are considered.
Collects, analyzes, evaluates, and interprets information to develop recommendations for design and product improvement.
Makes recommendations on processes, policies, and data, and tracks key performance indicators to improve services and operations.
Produces compelling narratives and visual frameworks to communicate complex topics and persuade stakeholders.
Collects and analyzes user behavior through qualitative contextual research.
Designs, develops, and administers questionnaires, surveys, data collection sheets, and interview questions.
Applies qualitative and quantitative research methodologies to gather, review, and analyze statistical data for process and analog improvements.
Synthesizes and evaluates data to uncover and communicate root cause insights and generate design pillars.
Analyzes issues impacting the public, formulates research objectives, and designs implementation strategies.
Supports all design aspects and reviews wireframes and storyboards for digital products.
Ensures accessibility and inclusivity when engaging with stakeholders and research participants.
Advocates research findings to diverse audiences through reports and presentations.
Shares and teaches others about design methodologies through formal and informal sessions.
Provides support through the coordination of administrative research duties, including notetaking, documentation, and participant scheduling.
Prepares background studies and briefing notes for projects and assignments.

Requirements

Post-secondary degree or diploma in a related discipline (e.g. Business Administration, Public Policy, Human-Centred Design, Service Design, Design Thinking, User Experience) or equivalent combination of education and experience.
Considerable experience leading service design research and evaluation initiatives, applying mixed-methods research techniques to generate evidence-based insights.
Considerable experience conducting problem definition and research, inclusive design research, co-designing with stakeholders, prototyping solutions, and working with data to generate analytics and insights.
Considerable facilitation experience, including leading workshops, sessions, and focus groups with a variety of participants and stakeholders.
Experience in creating artefacts to clearly communicate research findings and proposed solutions.
Ability to research, gather, conceptualize, and interpret multifaceted information from a variety of sources.
Ability to prepare detailed and complex documentation.
Knowledge of research methodologies and techniques including formulation, data collection, analysis, and synthesis of complex information.
Ability to build and maintain strong working relationships and work collaboratively with diverse colleagues, clients, and stakeholders.
Excellent interpersonal skills, cross-cultural and political awareness and understanding, and good judgment.
Ability to simplify prototyping methods that communicate ideas clearly.
Ability to identify issues, think critically, and effectively problem-solve.
Ability to work effectively in a fast-paced, multi-disciplinary team environment with tight deadlines.
Ability to deliver effective and engaging presentations to a variety of audiences.
Ability to support the Toronto Public Service values to ensure a culture that champions equity, diversity, and respectful workplaces.

Skills

Service Design
Human-Centred Design
Prototyping
User Experience (UX)
Agile development techniques
Discovery research
Data collection and analysis
User engagement
User experience research
Synthesis workshops/facilitation
Iterative design
Rapid prototyping
Pilot solutions
Mixed-methods research techniques (interviews, ethnographic research, usability testing, surveys, analytics)
Problem definition
Inclusive design research
Co-designing with stakeholders
Working with data to generate analytics and insights
Facilitation
Creating artefacts (prototypes, personas, journey maps, reports)
Qualitative contextual research (field visits, ethnography, surveys, benchmark studies)
Qualitative and quantitative research methodologies
Design methodologies
Figma
Miro
Mural
Dovetail
Optimal
Qualtrics
Adobe Creative Suite

Location

METRO HALL, 55 John St, Toronto ON M5V 3C6

Work Type

Full-Time
Temporary (12 month)

Experience Level

Considerable experience leading service design research and evaluation initiatives
Considerable experience conducting problem definition and research, inclusive design research, co-designing with stakeholders, prototyping solutions, and working with data to generate analytics and insights
Considerable facilitation experience

Education Level

Post-secondary degree or diploma in a related discipline (e.g. Business Administration, Public Policy, Human-Centred Design, Service Design, Design Thinking, User Experience) or equivalent combination of education and experience.

Salary/Compensations

$49.66 - $54.43 per hour

About the Company

The City of Toronto is committed to creating an accessible and inclusive organization.
The City of Toronto is committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA).
The City's Hiring Policies and Accommodation Process.

Equal Opportunity

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.
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.