Our priority is the health and wellness of employees and the people of Ontario. As such, this position may involve working from home for part of the duration of this position. The WSIB model mixes working from home, office and field.
This is a temporary position for up to 12 months.
Salary Grade: N06 From: $74,472.69
The Design Strategist leverages a breadth of knowledge and experience in design thinking, service design, and strategic foresight to lead partners across the WSIB in creating strategies and solutions that are anchored in customer research, and “future-proofed” against both expected and unexpected change.
The Design Strategist facilitates ideation, prototyping, and foresight co-design sessions with multidisciplinary teams to turn human insights into tangible strategies and solutions that improve customer experience and transform the way the WSIB operates. In collaboration with other designers, technologists, and business SMEs, the Design Strategist leads the WSIB in:
- turning insights from customer research into solutions that reimagine the customer experience and offer new ways of creating, delivering and capturing value across the WSIB;
- assess options and make decisions on possible people, process, technology, and policy changes keeping the customer impact top of mind;
- embedding design led thinking across the WSIB.
Key Accountabilities and Responsibilities:
- Serve as an internal consultant to guide, advise, and support business areas across the organization in executing engagements anchored in human-centred design principles and practices.
- Influence design led thinking across the WSIB by embedding in business areas as an advisor to help them become self-sufficient incubators of innovation.
- Collaborate with internal clients to understand their business challenges and opportunities, and help identify and prioritize their near and long term customer experience goals. Develop design briefs that establish clear expectations between the client and the design team, inform design decisions and effectively guide the overall workflow of the project from conception to completion.
- Instill confidence in the design process among our internal partners and instill project teams with the confidence, capabilities and discipline to explore, incubate and scale innovative design solutions
- Lead partners across the organization in strategic foresight and design strategy workshops to uncover new product and service opportunities.
- Lead internal project teams in establishing well-informed, future-oriented perspectives that help fuel, guide, and inspire innovation, strategic planning, and critical decision-making.
- Orchestrate strategic visioning and analytical activity, moving easily between macro trends and micro trends. Speak in a visual language to succinctly capture thoughts and express them to others.
- Develop a deep understanding of changes in people’s values, attitudes, and behaviours towards products, services, and new technology. Contextualize customer trends into strategic implications for internal partners, explaining how (and why) designing particular products and services can drive positive customer experiences. Provide insights into key emerging trends to support the team’s design research pipeline.
- Bring forward new and interesting ways of looking at futures research, while inspiring the development of concepts and solutions.
- Lead or assist with cross-cluster initiatives of strategic significance by applying design expertise. Enable a project team to forecast and simulate the impact of new strategies and customer experiences to better understand new opportunities, and to help inspire and build confidence in the strategic direction of projects through data and prototypes.
- Champion the exploration of viability of new concepts. Work with the team to understand the context, collect and interpret relevant data, develop insights, explore and define growth opportunities, define strategy, create tangible design expressions, communicate the vision, and ultimately help the WSIB deliver customer centric solutions.
- Use skilled co-design facilitation techniques to guide project teams in designing new customer centric solutions using a discovery-driven approach to generate and prototype new ideas. Champion design excellence within teams, illuminating the difference between “good” and “great” work, and inspire teams to get there.
- Be solution-focused and medium-agnostic. Use divergent design thinking techniques to generate a multitude of potential solutions, and then lead the project team in converging on one or more ideas to pursue. Move quickly into prototyping solutions at various levels of fidelity, and iteratively design, test and refine the prototypes.
- Distil business, legislative, and customer constraints into digestible components during the design process.
- Communicate insights, concepts and design rationales to internal and external audiences, leveraging prototypes, concept maps, and other design tools and techniques.
- Provide decision support to Senior Executives, project sponsors and project working groups through workshop facilitation that leads participants in understanding and evaluating the impact of alternative decisions on WSIB’s customers.
- Lead decision-makers in testing proposed ideas and concepts against tailored customer stories and scenarios to assess customer impact.
- Articulate workshop outcomes so that they can be used as an input to options analysis and decision making.
- Support Service Design Lead in delivery of service design sprints and serve as a design subject matter expert in cross-organizational workshops and meetings to ensure consistency in design decision-making and alignment to overarching future state design.
- Quickly build expertise on current state processes, policies, and KPIs to equip the Service Design Lead with critical business knowledge that will help drive design discussions and decisions.
- Contribute unique ideas within multidisciplinary service design workshops. Assist business partners in identifying solution requirements to improve service delivery to our customers, considering both the customer’s experience and the WSIB’s ability to implement and scale the solution.
- Serve as an advocate of the future service design in follow-on workshops (ie requirements gathering). Utilize a strong design voice to articulate a point of view on key decisions.
- Support project planning and sprint management, ensuring that design sprints, workshops, and advisory engagements are delivered on time and to budget, and achieve the desired outcomes. Establish best practices for project management, and work with other team members to deliver projects against deadlines.
- Develop and deliver progress reports, documentation and presentations in the support of robust project management.
- Identify project bottlenecks and provide recommendations on possible options for resolution; collect lessons learned from projects and incorporate them into the team’s frameworks and methodologies.
- Contribute to building a customer centric organizational culture that understands the value of adopting a human-centered design practice and mindset. Influence design led thinking across the business.
- Help develop design thinking curriculum and activities to facilitate the adoption of the practice across the WSIB, and deliver training programs and awareness sessions.
- Demonstrate an intrinsic passion for making things better and creating new methods and practices. Be an influencer, maker, creator and leader. Employ creative problem solving skills, a curious mind, an enthusiastic work ethic, patience and a positive attitude. Be collaborative and contribute to healthy team motivation and morale.
- Perform other related duties and responsibilities as assigned or required
1) Education (Level and Specialty / Discipline):
- Bachelor’s Degree or equivalent
- Master’s Degree in Design (MDes), Human-Computer Interaction, Business Administration (MBA) or related discipline is considered an asset
2) Experience (Years of Related Experience and Type of Experience):
- 5+ years of professional experience
- Deep expertise in design thinking/ human-centered design, service design and strategic foresight
- Excellent communication, facilitation, and presentation skills
- Ability to work within a self-directed culture and navigate ambiguity and complex problems
- Proven designs and launched products and services
- Experience crafting and executing a project vision, strategy and client relationship
- Experience with concepting, ideation, and iterative prototyping
- Experience bringing a scalable new offer to market, leading interdisciplinary teams, and collaborating with clients
Our commitment to equity, diversity and inclusion
We respect and value the diversity of our people. We strive to create an environment where employees can be themselves and where our differences are celebrated.
The WSIB is committed to being accessible and inclusive, and following barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require accommodation through any stage of the recruitment process, please let us know when we contact you and we will work with you to meet your needs.
Disclosing conflicts of interest
As public servants, employees at the WSIB have a responsibility to act in an ethical way at all times to create a respectful workplace and maintain public trust. Job applicants are required to disclose any circumstance that could result in a real, potential or perceived conflict of interest. A conflict of interest is any situation where your private interests may impair or be perceived to impair the decisions you make in your official capacity. This may include: political activity, directorship, other outside employment and certain personal relationships (e.g. with current WSIB employees, customers and/or stakeholders). If you have any questions about conflict of interest obligations and/or how to make a disclosure, please contact the Talent Acquisition Centre at email@example.com.
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As a precondition of employment, the WSIB requires that prospective candidates undergo a criminal records name check any time before or after they are hired.
To apply for this position, please submit your application by the closing date on the WSIB career site.