Job Description

Job Summary

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The Service Designer brings knowledge and experience in a variety of subjects, including the ability to manage projects under the direction of a Senior Service Designer. That contributes to the improvement of patron and staff experiences by supporting research led by a Senior Service Designer to understand patron and staff needs and behaviours and developing innovative solutions to enhance library programs and services.



The Service Designer supports the practice that understanding user needs, analysing existing processes, and developing innovative solutions. This role collaborates with various Library teams and utilizes design thinking, user research, and prototyping methodologies.

Responsibilities and Activities

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Transform: Be Flexible, Open and Adaptable

Foster innovation in an environment of limited complexity, sourcing ideas internally and externally, experimenting, and venturing outside the core business to create the new and different.

Customer Needs / Experience Research

Complete research and analyze data to develop and/or support a sound understanding of community demographics, trends, needs, and expectations.

Data Collection and Analysis

Use data from a wide range of sources to analyze key themes and identify possible impacts on the organization.

Insights and Reporting

Prepare and coordinate the completion of various evaluation, design research, design phase and stewardship reports for the Library and the Library Foundation.

Project Management

Manage multiple projects while reporting to senior colleagues.

Horizontal Leadership: Influence People

Exercise influence in an environment with limited complexity, focusing on understanding and integrating multi-stakeholder interests and advocating ideas with conviction and passion to drive the transformation agenda.

Diversify Perspectives

Actively reach out to experts and people close to an issue, to get useful insights and new solutions from beyond the team itself. Set an example by actively listening to diverse perspectives.

Project Closeout and Handover

Lead and coordinate the closing out of small to mid-sized projects to ensure effective transition from the project environment to operations and to ensure lessons learned are identified and captured for future reference.

Personal Capability Building

Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, and industry best practices through ongoing education, attending conferences, and reading media relevant to the field(s).

Workshop Facilitation

Assist in facilitating training and development of workshops with subject-matter experts, drive agreement on process flows across functional areas, and document processes and activity workflows to develop clear and detailed process maps.

Qualifications

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Bachelor's Degree or equivalent experience Demonstrated experience using and / or participating in experiences with service design methodologies like user research, journey mapping, prototyping and testing. Understanding of user needs and behaviours, with the ability to collaboratively translate these into actionable improvements. Familiarity with library operations, resources, and the unique needs of library users and staff. Ability to clearly articulate design concepts and user needs to diverse audiences, including library staff and users. Ability to present findings and recommendations in a compelling and accessible manner. Experience working effectively in multidisciplinary teams and facilitating workshops or design thinking sessions. Familiarity with relevant library technologies, digital resources, and online platforms Willingness to work in a dynamic environment and adapt to changing user needs and priorities. Ability to think creatively and develop innovative solutions to enhance library services.

Additional Information

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Physical and Cognitive Demands

Physical demands associated with using a computer for long periods of time Moderate lifting Mental demands associated with simultaneous and multiple priorities, multi-tasking, and a dynamic work environment Manages conflict effectively * Contributes to a team / collaborative environment