Intermediate Service Designer to enhance the research administration services through user-centered design and process innovation (RFP 2024-0137)

Our client is seeking an Intermediate Service Designer to enhance the research administration services through user-centered design and process innovation. This role centers on deep user research, process redesign, and service mapping without the introduction of new technology. The ideal consultant will bring strong facilitation skills, experience navigating complex academic or public-sector ecosystems, and a proven ability to design services that are delivered by existing operational teams.

Must-Haves:

• 3+ years as a Service Designer focused on complex, non-digital service redesign.
• Demonstrated experience designing or improving services within a university, research institution, or similarly complex public-sector environment.
• Hands-on expertise with core service design tools and methodologies: user research, persona development, journey mapping, service blueprinting, prototyping.
• Experience producing service prototypes that do not rely on system implementations (e.g., workflows, storyboards, service scripts, pilot programs).
• Portfolio showcasing at least 8 service design projects (non-IT implementations).
• Bachelor’s degree in Service Design, HCI, Anthropology, Psychology, Business/Public Administration, or equivalent professional experience.

Nice-to-Haves:

• Direct experience with research administration services (pre-award, post-award, ethics review, compliance, reporting, grant lifecycle).
• Master’s degree in a relevant discipline.
• Experience working within a Research Office or academic administrative unit.
• Familiarity with Tri-Agency funding environments (CIHR, NSERC, SSHRC).
• Experience with change management in complex organizations.
• Ability to design both digital and non-digital service touchpoints.
• Familiarity with common university systems (grants management tools, ethics portals, financial systems).
• Strength in storytelling and visual communication for executive audiences.

Responsibilities

• Conduct qualitative and quantitative user research (interviews, workshops, surveys, observations, data analysis) across diverse stakeholder groups.
• Create service blueprints, journey maps, ecosystem maps, and process flows to document current and future-state service experiences.
• Plan and facilitate co-design and ideation workshops with researchers, administrators, technical teams, and leadership.
• Develop low- and high-fidelity service prototypes (storyboards, mock-ups, role-play, process pilots).
• Translate insights into clear service requirements, design specifications, and implementation support materials.
• Define KPIs and success metrics for service improvements; iterate based on feedback and performance data.
• Present findings, insights, and recommendations to senior audiences using compelling visual and written communication.
• Collaborate with project managers, business analysts, research administration staff, IT, policy teams, and operations to ensure integrated service solutions.
• Produce deliverables including journey maps, service blueprints, workshop summaries, prototypes, and measurement frameworks.