Job Description

The Service Designer will play a pivotal role in the strategic enhancement of municipal services aimed at improving user experience and operational efficiency.

This mid-career position requires a comprehensive understanding of service process optimization, allowing the incumbent to diagnose and reformulate existing service offerings in a manner that maximizes effectiveness and aligns with Vision 2030.

The Service Designer will leverage their expertise in benchmarking studies, stakeholder engagement, and data analysis to conduct thorough evaluations of current services, providing actionable insights and improvement proposals.

Working collaboratively with various departments and governmental entities, the successful candidate will lead a team in reviewing departmental mandates, facilitating workshops, and utilizing consulting methodologies to drive service innovation and enhance citizen satisfaction.

Job Responsibilities

Conduct comprehensive reviews of existing municipal services, including interviews and workshops with stakeholders to assess current efficacy and areas for improvement.
Develop and implement optimization plans for municipal services, focusing on enhancing customer satisfaction and service delivery timelines.
Collaborate with cross-functional teams to support the development of new services that align with deputyship and departmental mandates.
Lead the execution of benchmarking studies to gather data and insights on best practices in service design within the government sector.
Produce detailed reports summarizing findings from research, stakeholder engagement, and service reviews, complete with actionable recommendations for service enhancement.
Oversee the service design process, ensuring that project milestones are met while maintaining alignment with strategic objectives.
Facilitate workshops and training sessions for team members to enhance their understanding of service design processes and methodologies.
Engage with stakeholders to gather feedback and integrate insights into service design strategies and offerings.
Monitor the services post-implementation to ensure compliance with service level agreements (SLAs) and overall effectiveness.
Stay abreast of trends and innovations in service design and municipal governance to continuously improve service offerings.

Required Skills

Proven expertise in product development and service optimization within a municipal or public service context.
Strong analytical capabilities, with expertise in data analysis and the ability to derive actionable insights from complex information.
Proficiency in report development and presentation, capable of communicating complex concepts effectively to diverse audiences.
High-level critical thinking skills, with the capacity to identify gaps in service offerings and propose innovative design solutions.
Solid stakeholder management skills, demonstrating the ability to build and maintain collaborative relationships across various governmental entities.
Familiarity with consulting frameworks and methodologies that facilitate service process improvements.
Strong organizational skills, with the ability to manage multiple projects and deadlines effectively.
Proficient in using business tools and software, including the MS Office suite (Word, Excel, PowerPoint, Visio).
Demonstrated adaptability and initiative in tackling ad hoc tasks as they arise during project execution.
Background in architecture or business innovation is a plus, contributing to a holistic understanding of urban service design.

Confidential Government

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