Senior Service Designer

The Senior Service Designer, HR works closely with the HR Optimization & Design team to lead and support the assessment, design and implementation of innovative HR programs and processes to create meaningful experiences for employees. In this role you¿ll focus on understanding the needs, expectations, and areas of opportunity throughout the employee experience and designing solutions that deliver value and meet those needs. The Senior Service Designer, HR will conduct design research to build empathy with employees, find opportunities to drive positive change, co-create inclusive solutions, make and test prototypes, and work with partners to implement new services. This role requires creative problem solving, strong knowledge and experience with human-centered design and systems thinking methods, and a proven ability to work through complex challenges by collaborating effectively with cross-functional teams.

Here’s what you’ll get to do:

Design Strategy & Execution

• Work closely with the HR Optimization & Design team to optimize processes and design programs to deliver an exceptional employee experience
• Support the launch and ongoing review of a brand-new HR employee lifecycle strategy
• Lead and co-ordinate design research and service design projects to optimize the delivery of HR services to enhance the overall SickKids staff
• Guide teams through the design cycle using a variety of design methodologies and facilitation techniques

Project and Change Management

• Manage concurrent service design projects through all phases of the project lifecycle
• Translate complex ideas into compelling stories for a variety of audiences using design artifacts such as service blueprints, storyboards, journey maps and other prototypes to convey insights and recommendations
• Support change with key partners by bringing teams together on common goals and influence teams to drive improvements

Design Coaching and Collaboration

• Support the design, development, and deployment of tools, methods, and processes to support the spread and implementation of service design throughout the department
• Provide support and coaching to team members throughout the department to identify and actively participate in collective problem solving to improve employee experiences
• Collaborate with teams throughout the organization to develop and deliver cohesive and consistent employee experiences across different touchpoints and channels throughout the organization

Here’s what you’ll need:

• Minimum 5 years relevant work experience leading and executing design initiatives including service design implementation, design research/strategy, systems thinking and project management
• Bachelor’s or master’s degree in design or other related field
• Strong understanding of human centred-design processes and practices
• Experience creating visual assets such as journey maps, service blueprints and prototyping in a variety of mediums
• Skilled in facilitation and ability to design and deliver co-creation workshops both virtually and in-person
• Strong project management skills, with a demonstrated ability to consistently prioritize and manage multiple tasks, communicate timelines with colleagues/partners, and lead specific work streams
• Experience bringing together cross-organizational teams and supporting them through a design process
• Demonstrated ability to work under pressure, meet deadlines and successfully manage in a complex, fast-paced environment with multiple and shifting priorities
• Knowledge of change management approaches and communicating change to key partners
• A commitment to understanding and aiding in the pursuit of equity, diversity and inclusion

Assets:

• Experience working in healthcare and/or human resources
• Experience with various design and facilitation software, including Adobe, Miro, Mural
• Experience leading internal innovation projects within large complex organizations