Process Engineer / Service Design Lead-HR #16321
Request ID : 16321-1
Start / End Dates : Nov. 2018 to Nov. 2019
Work Location (Tax) : Toronto-Yonge Street, at Front / near Union Stn.
Job Title : Professional - Canada Professional - Exception
Role Title : Process Engineer / Service Design Lead
Line of Business : Human Resources
Number of Positions : 1
Duration : 12 months from start date
Work Location : Toronto downtown
Group Information :
As part of Human Resources, this new team has been made to support the Workday migration program. There are 3 teams under the VP overseeing the program, 1 team is responsible for the technology implementation and testing, 1 team is responsible for process changes and the overall employee experience with the new platform, and a 3rd team that is outsourced and is responsible for change management and managing 3rd party vendors.
What is the Project the Contractor will be Working On? :
Our client is on a transformational journey to modernize our HR technology solutions, processes and policies, all anchored in delivering an elevated employee experience.
The Program team mobilizing the migration to Workday HCM is looking for talented experts to join the cross-functional team who is leading this strategic program.
Daily Job Duties / Activities :
The contractor will work collaboratively the HR team on key employee-facing "moment of truth" journeys that define a employee’s relationship , such as onboarding experience, life events, career progression, etc.
The expectation is to partner with internal clients to articulate a vision for a new or different type of service, by conducting research that builds empathy with employee, deriving key insights, co-
creating solutions, making prototypes and testing them, running experiments, planning for and executing on pilots, all with the goal of taking the service live.
The contractor will also actively participate in a small team that will be laying a new path for how we design employee experiences, building a discipline where we measure and improve the performance of our processes from an employee’s perspective as part of transformative change.
This is not your traditional six sigma Process engineer. The business would like to take a new approach, move away from the lean ideology, right-
sizing and value adds; and for ideally like for the contractor to look outside the Six Sigma box.
Job Responsibilities :
Lead and / or support a multidisciplinary team focused on designing innovative services and experiences that create measurable value to our employees while meeting business objectives
Lead the project team to frame the problems to be solved, define project success criteria, complete stakeholder interviews, help business stakeholders state the project vision, and develop conceptual models or frameworks that direct the solution
Design and conduct primary research (interviews, focus groups, ethnographic studies, foresight) and secondary research (horizon scans, literature reviews) focused on building empathy for the employee
Lead the synthesis of multiple data sources and research insights into concise communication artifacts and visualizations (customer journey maps, videos, storyboards) that tell a clear story about the biggest implications for the employee
Lead the design and facilitation of interactive ideation sessions and co-creation workshops with clients, staff and internal stakeholders
Conceptualize and construct low fidelity prototypes of the end to end service experience, where prototypes could be sketches, storyboards, role-
playing, physical models, wizard of oz method, or wireframes.
Work with cross-functional teams (Process Engineering, User Experience, Business Analysis) to research and design detailed solutions
Facilitate experiments and design sprints to rapidly test and iterate prototypes
Understand the supporting systems and organizational structures which uphold the current service, and design achievable improvements that can be implemented and scaled
Develop prioritization frameworks that help to evaluate costs and benefits of proposed solutions
Tell compelling stories that are effective in communicating the employee experience through a service in a simple and engaging way
Deliver presentations to senior executive leadership on the Service Design practice, findings and outputs
Stay in touch with new trends, advances and best practices in the fields of design thinking and service design
Deliver thought leadership on building and enhancing HR’s Service Design practice
Must-Have Skills / Experience
Experience with 'Journey Mapping'
Established relationship management skills expected, with a strong focus on developing and sustaining effective relationships with key stakeholders
Experience leading multi-disciplinary Service Design teams and projects
Experience mentoring and coaching junior team members in the Service Design practice
Strong understanding of human centered design, with the confidence to plan and lead a variety of research techniques to uncover market and user insights
Excellent facilitator, comfortable leading or supporting collaborative sessions with cross-functional working groups that include clients and internal staff
Visual thinker and designer, able to both sketch ideas and concepts visually and to create professionally designed visual artifacts
Natural or learned storyteller to be able to present research insights in a compelling way and explain complex analysis to any audience
Excellent project management skills; managing communication, timelines, defining clear objectives, and delivering results in a timely manner
Displays a flexible and creative approach to problem solving
Proficient in early-stage prototyping and user testing
Able to work independently and collaboratively across disciplines
Excellent written and verbal communication skills with strong experience delivering presentations at a senior level
Eager to make change happen, desire to seize opportunities as they arise, and drive towards goals with energy and enthusiasm
Experience teaching and / or coaching non-designers in design thinking and service design
A graduate degree or equivalent experience in Design (Graphic, Service, Research, Interaction, UX, Industrial, etc.), Strategic Foresight and Innovation, Business Design, Human Factors or related fields
Training / Experience / Certification :
10+ years of experience in Service Design, Design Strategy, Design Research or related fields