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 team-oriented 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, prospect/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 ne

📌 SERVICE DESIGN CONSULTANT (Toronto)
🏢 City of Toronto
📍 Toronto