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Added 24 mins ago
SD
Education Assistant 2 - 25 Hours
School District 57 (Prince George)
Prince George, BC
- Internship
If you encounter a problem with the application software, please contact the at Make a Future.
Added 39 mins ago
MI
Senior Associate, Genesis, Portfolio Operations
MUFG Investor Services
Halifax, NS
- Full-time
…and confidence. At MUFG Investor Services, we use AI tools to support our recruitment process by helping us understand how well candidates’ applications align with the requirements of the…
Added 53 mins ago
SD
Elementary Counsellor
School District No. 27
Williams Lake, BC
- Contract
The Elementary Counsellor will support students in various elementary schools in Williams Lake and area (which could include our rural schools). Schedule to be determined in consultation…
Added 53 mins ago
J
Account Development Representative II
Jobgether
Canada
- Full-time
…coordinate prospecting strategies, share account intelligence, and support broader go-to-market…
Added 53 mins ago
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Technical Sales and Field Service Engineer
Captiveaire - Region 114 Western PA
Ottawa, ON
- Full-time
Provide integrated application engineering and design support for a wide range of ventilation applications with the goal of providing sustainable products and the latest technologies best…
Added 53 mins ago
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Technical Sales and Field Service Engineer
Captiveaire - Region 114 Western PA
Saskatoon, SK
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Provide integrated application engineering and design support for a wide range of ventilation applications with the goal of providing sustainable products and the latest technologies best…
Added 53 mins ago
SD
Education Assistant 2 - 25 Hours
School District 57 (Prince George)
Prince George, BC
- Internship
If you encounter a problem with the application software, please contact the at Make a Future.
Added 53 mins ago
SD
Certified Education Assistant - Relief Roster
School District #73 (Kamloops/Thompson)
Kamloops, BC
- Full-time
…opportunity to visit many of our schools and district sites, and support the staff and students of School District No.…
Added 1 hour ago
M
Cook I
Marriott
Calgary, AB
- Full-time
…Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees. Ensure adherence to…
Added 1 hour ago
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- Full-time
Management teams to support portfolio growth and sound
Added 1 hour ago
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Beauty Manager, Hourly Full Time Flexible Shifts
Shoppers Drug Mart
Barrie, ON
- Full-time
Please Note: If you have Employee Self Service (ESS) on Workday, apply to this job via the Workday application.
Added 1 hour ago
GR
Technical Sales Representative & Branch Supervisor
Grasslands Recruitment Specialists - Canadian Ag Recruiter
ON · Ontario, Canada
- Full-time
Work with considerable autonomy to develop your territory and customer relationships while having the support of an experienced agricultural team.
Added 1 hour ago
IS
Fund Development Manager
InspireHealth Supportive Cancer Care
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- Full-time
…programs that combine physical activity, nutrition, emotional support, and mindfulness with conventional…
Added 1 hour ago
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Solutions Architect
Dawn InfoTek
Toronto, ON
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This role requires extensive experience in digital banking architecture, enterprise application integration, API design, cloud technologies, and modern technology platforms. The Solutions…
Added 1 hour ago
CC
Global Account Manager
Cogent Communications
Toronto, ON · North York, ON
- Full-time
…highly competitive prices. Cogent also offers superior customer support by virtue of its end-to-end control of service delivery and network monitoring. Structured tenure pay increases and…
Added 1 hour ago
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Residential Painter
Boardwalk
Calgary, AB
- Full-time
We would like to thank you in advance for your application, however, only those candidates who are being considered will be contacted.
Added 1 hour ago
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Sales Representative- Permanent Full-Time - (Supply Chain and Logistics B2B) - Alberta
Chit Chats
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Work with Sales Manager, Data, Product, and Operations to support more complex pricing or service-fit questions.
Added 1 hour ago
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Sales Representative- Permanent Full-Time - (Supply Chain and Logistics B2B) - British Columbia
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Work with Sales Manager, Data, Product, and Operations to support more complex pricing or service-fit questions.
Added 2 hours ago
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Senior Software Developer, DevOps & Infrastructure
OSEDEA
Montreal, QC
- Full-time
As a Senior Software Developer with strong Cloud, DevOps, and infrastructure experience, you design, build, and deliver robust software solutions, architectures, and infrastructure for our…
Added 2 hours ago
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Lead Software Developer
OSEDEA
Montreal, QC
- Full-time
As a Lead Software Developer, we expect you to be disciplined regarding software development, ready and eager to lead projects and initiatives, and collaborate with and mentor technical and…
Added 2 hours ago
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Sales Associate
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Calgary, AB
- Part-time
If you are a CURRENT Carter’s employee, do not apply via this external application. Search "Browse Jobs" in Workday to apply internally.
Added 2 hours ago
SM
Physiotherapist - Full Time
Stevenson Memorial Hospital
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- Full-time
Excellence - We support a culture of distinction
Added 2 hours ago
SM
Registered Nurse - Med/Surg
Stevenson Memorial Hospital
Alliston, ON
- Internship
Excellence - We support a culture of distinction
Added 2 hours ago
SM
Registered Nurse - Med/Surg
Stevenson Memorial Hospital
Alliston, ON
- Internship
Excellence - We support a culture of distinction
Added 2 hours ago
SM
Registered Practical Nurse - Med/Surg
Stevenson Memorial Hospital
Alliston, ON
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Excellence - We support a culture of distinction

City of Toronto

SERVICE DESIGN CONSULTANT

Toronto, ON, M5V 3C6, Canada

Job ID: 67731 Job Category: Project Management Division & Section: Customer Experience, Service Design & Delivery Work Location: Metro Hall, 55 John St., Toronto (Hybrid Work in accordance with the City of Toronto’s Remote Work Policy) Job Type & Duration: 1 Full-time, Temporary Vacancy (12 months) Salary Range: $89,337.00 - $132,880.00 Shift Information: Monday to Friday, 35 hours per week Affiliation: Non-Union Number of Positions Open: 1 Posting Period: 30-Oct-2026 to 15-Nov-2026

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Job details

Pay: Job ID: 67731 Job Category: Project Management Division & Section: Customer Experience, Service Design & Delivery Work Location: Metro Hall, 55 John St., Toronto (Hybrid Work in accordance with the City of Toronto’s Remote Work Policy) Job Type & Duration: 1 Full-time, Temporary Vacancy (12 months) Salary Range: $89,337.00 - $132,880.00 Shift Information: Monday to Friday, 35 hours per week Affiliation: Non-Union Number of Positions Open: 1 Posting Period: 30-Oct-2026 to 15-Nov-2026
Apply by: Nov 16, 2026
Working hours: 35 hours per week
Posting language: English
Posted: Oct 30, 2026

Original job description

Job ID: 67731
Job Category: Project Management
Division & Section: Customer Experience, Service Design & Delivery
Work Location: Metro Hall, 55 John St., Toronto (Hybrid Work in accordance with the City of Toronto’s Remote Work Policy)
Job Type & Duration: 1 Full-time, Temporary Vacancy (12 months)
Salary Range: $89,337.00 - $132,880.00
Shift Information: Monday to Friday, 35 hours per week
Affiliation: Non-Union
Number of Positions Open: 1
Posting Period: 30-Oct-2026 to 15-Nov-2026

The Customer Experience Division (CXD) incorporates a collaborative approach to drive standards, capabilities, and the scaling of platforms, with a focus on providing outcomes that result in public access to inclusive, accessible, integrated services via channels of choice, including 311 Toronto.

The City of Toronto is currently seeking a Service Design Consultant to bring together process, people, and technology to deliver improved and modernized services for customers, staff, and stakeholders, ensuring services are intuitive, accessible, and responsive to the needs of the customer.

This role will support the evolution of the City's digital customer experience strategy through the modernization of service experiences, service design, human-centred design, robust change management practices, and continuous improvement.

Major Responsibilities:

Plans and conducts research into assigned area, ensuring that such research takes into account developments within the field, corporate policies and practices, legislation and initiatives by other levels of government.
Motivates and trains junior staff, ensuring effective teamwork, high standards of work quality and organizational performance, continuous learning and encourages innovation in others.
Supervises the day-to-day operation of project and junior team members, including the assigning and reviewing of work.
Leads the timely analysis, development and implementation of service design projects across the City to enhance clients' business efficiency and effectiveness.
Leads the development of the service design plan as part of a project or product team and participates in knowledge-sharing initiatives across the organization to raise awareness and acceptance of service design methodologies and benefits.
Introduces new and innovative perspectives to the City of Toronto service design through application of industry best practice service design methodologies.
Implements detailed plans and makes strategic design recommendations for program-specific requirements.
Provides technical leadership to service design teams by creating project plans and establishing priorities, managing the project plan, monitoring quality/timeliness of deliverables, and resolving issues.
Provides service design expertise to promote excellence, effectiveness and efficiency in service delivery models.
Works with project and product teams to map user-centered current state with the objective of identifying opportunities to improve the end-to-end user experience.
Applies service design practices and methodologies through the alpha and beta design phases; communicates service design principles/methodologies and recommends solutions that support improved/integrated service delivery.
Prepares recommendations which may involve highly confidential, strategic, operational and/or labour relations issues such as streamlining processes and identifies opportunities to generate revenues and/or reduce costs.
Synthesizes complex service design processes, measurement models and user research findings for solution definition and prototyping.
Executes the service design plan by developing key deliverables and guiding team members and stakeholders accordingly.
Leads orientation and skills development sessions in order to build service design capacity throughout the City of Toronto. This will include content on intranet site, facilitated learning sessions and mentoring on product teams.
Leads the team through the service design methodology, including alignment, opportunity/stakeholder assessments, interjurisdictional scans and insights, vendor analysis, user research and engagement (persona development), prototyping, road mapping and implementation.
Plans and coordinates the design, development, prototyping, usability testing and implementation of new solutions for improved service delivery.
Reviews service design aspects post-implementation to assess performance of newly implemented processes and practices; develops process improvement objectives, critical success factors, key performance indicators, including measurement and target metrics to facilitate ongoing and continuous improvement.
Facilitates change management with providers to add new products and services across all delivery channels including digital service delivery systems.
Participates in business planning activities including the development of business case submissions and support of service improvements, operational strategies and coordinating service design engagement processes.
Provides integrated service design delivery advice to senior management and executive-level stakeholders; prepares complex reports, presentations and makes recommendations.
Participates in the evaluation and selection of external vendors; prepares statements of work, Request for Proposals (RFPs).
Participates in project and advisory committees to provide service design advice/expertise.
Embeds service design, user experience (UX) and Lean concepts in product lifecycle, including rapid prototyping, user testing and support system design, patterns and requirements.
Coordinates testing, implementation and post-implementation review planning.
Plans and leads concurrent service design projects; coordinates with clients, stakeholders and partners; identifies potential problems and develops mitigating strategies appropriately; expedites project progress to support client business needs.
Provides client support that reflects individual client needs, resources and understanding of the specific business and service domain.
Develops internal and external stakeholder relationships, consults with clients, vendors, consultants, peers and suppliers, on service processes, practices, methods and project deliverables.
Drives corporate strategy development with senior leaders, executive sponsors, Steering Committees and other relevant stakeholders to address strategic business opportunities and achieve project goals.
Negotiates and builds relationships, working in close collaboration with executives and senior management, clients and various stakeholders across the organization to resolve critical, strategic and operational issues and to deliver on major project objectives while ensuring that both City and business priorities are met.

Key Qualifications:

Your application should describe your qualifications as they relate to:

Post-secondary education in a discipline pertinent to the job function (e.g., Service Design, Business Administration, Strategic Management, Organizational Development), or an equivalent combination of education and/or experience. Certifications related to Service Design, Agile, and Lean Six Sigma are assets.
Extensive experience analyzing and implementing service design, business process modelling, business process re-engineering, business systems, strategic planning, and organizational design initiatives within large, complex organizations.
Considerable experience leading end-to-end service design initiatives, applying project management principles and Agile delivery methods.
Considerable experience creating detailed service design blueprints, user journey maps, storyboards, wireframes, and other design frameworks.
Experience working within or partnering with contact centres and customer service operations is an asset.
Strong leadership skills, with the ability to independently lead complex initiatives, manage multiple priorities, and provide day-to-day direction to project teams and junior staff, including assigning and reviewing work.
Strong relationship-building and collaboration skills, with the ability to develop and maintain effective working relationships with clients, stakeholders, and partners to achieve project objectives.
Ability to assess complex issues, exercise sound judgment, and develop practical solutions in ambiguous environments.
Strong communication and facilitation skills, with the ability to present complex information clearly and facilitate discussions with diverse audiences, including senior management and executive stakeholders.
Ability to travel to various work locations, as required.

Note To Current City of Toronto Employees

City of Toronto employees are eligible to apply for the posted job opportunity, but cannot hold two different jobs. To be considered for this job posting, you must indicate that you are a "Current City of Toronto employee" on the on-line application form, and provide your "Employee Number".

Equity, Diversity and Inclusion

The City is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects the diverse residents that we serve. Learn more about the City’s commitment to employment equity.

Accommodation

The City of Toronto is committed to creating an accessible and inclusive organization. We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require Code-protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs. Disability-related accommodation during the application process is available upon request. Learn more about the City’s Hiring Policies and Accommodation Process.

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More about this job

Responsibilities

The Service Design Consultant leads the development and implementation of service design projects to modernize and improve customer experiences across the City of Toronto. This role involves synthesizing user research, managing project plans, and collaborating with stakeholders to deliver intuitive and accessible service solutions.

Requirements

Candidates must possess post-secondary education in a relevant field and extensive experience in service design, business process modeling, and project management. Strong leadership, communication, and relationship-building skills are essential for driving strategic initiatives and mentoring junior staff.

Skills

Service design
Project management
Human-centred design
Change management
Business process re-engineering
User research
Agile delivery
Strategic planning
Stakeholder management
Prototyping
Lean six sigma
User journey mapping
Wireframing
Leadership
Facilitation
Communication

Visa sponsorship

Not detected in the job text

Keywords

Service Design
Project Management
Customer Experience
Human-Centred Design
Change Management
Business Process Re-engineering
Agile
Lean Six Sigma
User Research
Prototyping
User Journey Maps
Wireframes
Strategic Planning
Organizational Design
Stakeholder Engagement
311 Toronto
Digital Strategy
Service Delivery
Business Case Development
RFP
Usability Testing
Performance Metrics
Mentoring
Leadership
Public Sector
Process Improvement
Service Blueprints
Collaboration
Consulting
Government

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