Senior Service Designer

TheAlcohol and Gaming Commission of Ontario (AGCO)is an agency where innovation thrives ideas flourish and passion drives us to new heights of excellence. Reporting to the Ministry of the Attorney General the AGCOis responsible forregulating Ontarios vibrant alcohol gaming horse racing and private retail cannabis sectorsin accordance withthe principles of honesty and integrity and in the public AGCOs Service Strategy and Experience branch isseekinga dynamic and experiencedSenior Service Designerto lead the design planning and execution of strategic service initiatives that drive transformation and enhance the AGCOs service are looking for a collaborative professional who brings a balance ofHuman Centered Designexpertise exceptional interpersonal skills and strong critical thinking abilities to join our high performing team. The ideal candidate is a conceptual thinker with excellent problem-solving skills adept at analyzing complex challenges and developing innovative solutions. They will excel in working with cross-functional teams stakeholders and senior leadership to align efforts with the organizations strategic You Will Do:Initiate plan and conduct independent research including user research (e.g. usability tests focus groups and interviews) using national and international sources including environmental scans best practice reviews internal data and customer insights such as user research to assess and inform the design of policies programs processes and systems related to AGCO and leverage research findings from external and internal sources to support problem framing decision-making and identify opportunities for continuous improvement in the AGCO service relationshipswith AGCO service areas to explore and develop options innovative strategies solutions analyses and recommendations for existing and proposed service written materials such as policies procedures communications and training resources to address service issues inquiries and information requests relating to the AGCO service and facilitateservice design workshops to collaborate with colleagues customers and stakeholders inidentifying issues and opportunities for improvement including:Leveraging user research to explore opportunities for service service insights from data sources such as transactional surveys behavioral data and secondary research to evaluate and enhance the user personas journey mapping user stories service blueprints and affinity mapping to articulate and evaluate current and planned service delivery high-quality documentation such as wireframes personas user flows navigation schemas requirements documentation and site maps to support develop design and implement priority service initiatives and and lead work packages and key elements of corporate projects including overseeing project teams and staff involved in and analyze service issues to provide advice root cause analysis and solutions that improve processes and service delivery preventing recurring service complaints trends and issues to assess their impact on current service delivery and inform the development of future policies programs and strategies to shape the AGCO service Have:University degree in a related field with a demonstrated ability to conduct research and synthesize least 3 years of professional experience in service design customer service optimization project management program development or public policy development preferably within public service or customer/user service delivery knowledge and experience using service design tools such as user research personas journey mapping service blueprints affinity mapping user stories prototyping and facilitation and collaboration skills to assess service needs gather requirements from internal partnersboth virtually using Miroand in person and work with customer-facing service areas toidentify and implement service experience working with senior management external stakeholders and partners to influence and drive successful ability to build and maintain strong relationships with colleagues clients and key in interpreting user research and leveraging user testing and data insights to inform design creating high-fidelitymock-ups and prototypes using tools like Figma or similar design computer skills in research and data analysis using MS Office spreadsheets databases visualization tools and statistical with User Experience writing to contribute to the usability and improvement of AGCOs service communications and user to work in Canada and the ability to successfully complete a criminal background check. Nice to Have:Familiarity with systems thinking information architecture and design systems to support innovative service with User Experience writing to contribute to the usability and improvement of AGCOs service communications and user interfaces.