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
• 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