Senior Service Designer

n this role, the successful candidate will:   

• Utilize your expertise in service design and user research to support a variety of customer facing projects towards improving the AGCO service experience for licencees, registrants, and other stakeholders including the public who utilize, or have concerns about, the sectors the AGCO regulates.
• Work collaboratively to coordinate the design and implementation of key components of a customer-centric service model.  Apply learnings and best practices to service improvement work in other lines of business.
• Provide research, analysis, and recommendations to identify, develop and implement service improvement strategies.
• Support the continuous improvement of digital services using User Experience Design.
• Use your superior writing skills to produce concise communications, presentations, reports, and responses to correspondence, under tight deadlines.
• In collaboration with AGCO Service Areas, apply research, user/customer centric principles, and design and implementation methods to implement and improve service design and delivery priorities.

The ideal candidate will have:

• Minimum 3 years of professional experience in service design and implementation, policy development, program development and/or project management, ideally in a public sector and/or regulatory setting. Your area of expertise may be in a specific discipline, but your core competency is thinking strategically, solving problems creatively, and working collaboratively.
• You have demonstrated knowledge of the emerging trends and developments in service delivery, digital service design and leading edge technology related to digital service design and in-person service delivery models.
• Knowledge of the alcohol, gaming, igaming, horse racing, and recreational cannabis sectors, including customers, in Ontario from a commercial and regulatory perspective.
• Knowledge of applicable legislation, regulatory standards and policies.
• Bachelor’s degree in public administration, political science, business or related field.  Familiarity with customer and user-centric research and service design principles and methods is an asset.
• Demonstrated ability to work in a fast-paced environment and manage priorities on short timelines.
• Experience engaging with and providing recommendations to customers, external stakeholders and partners, senior management and boards of directors.
• A strong commitment and demonstrated ability to solve complex problems through collaboration, facilitation, engagement and consensus-building, with proven relationship management and persuasion skills.
• High level of independent decision-making ability, analytical acumen and political acuity, as well as superior writing capabilities.
• Proficiency in Microsoft Word, PowerPoint, Excel, Teams and Visio.
• Experience with online collaboration and facilitation is an asset.