Senior Service Designer

The Position – Senior Service Designer

The Senior Service Designer is a key member of the team who will be leading the end-to-end design and implementation of a new integrated system of care in NORC buildings enabled by digital health. This role will be responsible for embedding human-centered design processes across interdisciplinary teams, including uncovering and framing opportunities, leading user research, facilitating co-design workshops, prototyping solutions in and with community, and producing service blueprints.

The successful candidate will have comprehensive knowledge and experience leading multi-sector service design projects, preferably in a health care context. They are comfortable engaging a wide variety of stakeholders and contexts, and have the ability to understand both end-user needs as well as system-level issues and requirements.

As a senior member of the team, the Senior Service Designer will contribute to building a thriving innovation and design studio that specializes in human-centred approaches to complex health system issues. If you’re passionate about designing solutions that go beyond the usual way of doing business and being part of a dynamic, creative team – this role may be for you.

Key responsibilities:
? Leads the design and delivery of digital and in-person services that promote healthy aging in NORC buildings, as well as the processes, policies and programs that support them
? Collaborates with an interdisciplinary team that includes other designers, researchers, project managers, clinicians, and engineers to integrate innovation, design, and technology into viable solutions
? Guides teams through the design cycle (from discovery to delivery) using methodologies including: ethnography, diary studies, landscape reviews, usability/feasibility, co-design and other appropriate techniques
? Translates complex ideas into compelling stories for a variety of stakeholders (government, business, front line workers, seniors and caregivers) both verbally and visually
? Produces design assets, including service blueprints, storyboards, journey maps and other prototypes
? Manages stakeholders, schedules, and deliverables, and reports on progress, risks and issues on a regular basis; identify strategies to minimize/ resolve
? Coordinates resources as necessary
? Develops design briefs and reports as needed

Qualifications:
? Bachelor’s or Master’s Degree in Design, Business, Healthcare or other related field
? 5+ years of work experience in design execution; 2+ years in healthcare
? Strong portfolio highlighting service design implementation, design research/strategy, systems thinking and project management
? Deep understanding of human centred-design processes and practices
? Highly skilled in creating visual assets such as journey maps, service blueprints and prototyping in a variety of mediums
? Experience with various design software, including: Adobe Design Suite, Sketch, InVision
? Strong project management skills, with a demonstrated ability to consistently prioritize and manage multiple tasks, communicate timelines with teammates, and take ownership over key work streams
? Experience with internal innovation or demonstrated ability to navigate a large complex organizations
? Working knowledge of Ontario health care system and aging in place issues

About you:

You are passionate about working in a dynamic, interdisciplinary team environment, and are keen to play a lead role in a large scale innovation project that is attempting to reimagine the way seniors are cared for in the community.

You have comprehensive knowledge and experience leading complex service design projects, and designing for the messiness of the real world.

You are well-versed in a variety of design methodologies, and can bring concepts from discovery, through prototyping and co-creation, to implementation. You excel at translating service concepts into visual design assets.

You are passionate about applying human-centred design to complex social issues, and are comfortable thinking through a wide variety of solutions, including technology, services, and communication tools

You are someone with the following characteristics and temperament:
? Collaborative, curious and open-minded
? Deals well with ambiguity; able to prioritize and pivot in response to evolving contexts
? Great visual storyteller who excels at communicating ideas to a variety of stakeholders
? Passionate about social innovation and creating positive change