Manager, Service Design

Important messages

We are committed to providing an inclusive and barrier-free work environment, starting with the hiring process. If you need to be accommodated during any phase of the evaluation process, please use the Contact information below to request specialized accommodation. All information received in relation to accommodation will be kept confidential.

Assessment accommodation

Duties

As CAS’ Manager, Service Design, you and your team will play a pivotal role in designing the end-to-end journey of various services. Your work may involve the creation of, or change to, transactions, products and content across both digital and offline channels provided by different parts of CAS.
You will be central to ensuring CAS creates products, solutions and services that are useful, delightful to use, accessible and enable business outcomes. You will leverage various design methods (such as https://methods.18f.gov/ or https://www.ontario.ca/page/service-design-playbook) to produce deliverables and insights to inform the delivery of quality services and digital solutions. You will be responsible for managing, planning and performing suitable design research activities to support design discovery (e.g. interview, workshops, task analysis) and design validation (e.g. usability testing, analytics assessment). You will analyze results to design new services or product design changes that will enhance service performance. You will clearly communicate product and service visions to product teams and stakeholders and support them during product development. You will retain and recruit more junior service designers and user researchers and leverage professional services as required to meet the demand for service from your unit. You will manage your team and the work environment to enable your team members to do their best work. Your will work with ITSD’s management team and stakeholders to ensure we optimize the value derived from our investments in digital services by ensuring we solve the right problem, the right way. Ultimately, you and your team will provide strategic advice and actively contribute to the improvement of access to justice as well as the quality and performance of CAS services; ensuring that they meet and exceed the expectations of the Courts and those who appear before them.

Work environment

Working within CAS' Information and Technology Services Division (ITSD)
The position is within CAS’ Information and Technology Services Division (ITSD). ITSD is accountable for providing service, data and digital management solutions to CAS employees and Members of the Courts to support the realization of CAS' mandate. CAS is a relatively small organization which brings lots of advantages such as: the ability to quickly reach decisions, offering team members the an opportunity to contribute to many files and to have a direct impact in supporting the Courts.

Working within the #GCDigital Community
Under the leadership of our GC CIO, Catherine Luelo, working in the #GCDigital family is pretty amazing, learn more here (https://www.youtube.com/watch?v=bITeT65Rwcc)!

Intent of the process

A pool of pre-qualified or fully qualified candidates may be created to staff similar or identical positions with various tenure, various bilingual linguistic profiles and security requirements within the Courts Administration Service.

Candidates may be evaluated further, for specific opportunities, on qualifications (including conditions of employment and operational requirements) that are deemed necessary, whether or not these qualifications have been listed on the job advertisement.

Positions to be filled: 1

Information you must provide

Your résumé.

In order to be considered, your application must clearly explain how you meet the following (essential qualifications)

Graduation from a two-year program of study from a recognized post-secondary institution with acceptable specialization in computer science, information technology, information management or another specialty relevant to the position to be staffed.
Note:
1. Indeterminate incumbents in the IT group on December 9, 2021 who do not possess the education prescribed above, are deemed to meet the minimum education standard based on their education, training and/or experience. They must be accepted as having met the minimum education standard whenever this standard is called for when staffing positions in the IT group.
2. Indeterminate incumbents of positions in the CS group on May 10, 1999, who do not possess the education prescribed above, are deemed to meet the minimum education standard based on their education, training and/or experience. They must be accepted as having met the minimum education standard whenever this standard is called for when staffing positions in the IT group.
3. At the manager’s discretion, an acceptable combination of education, training and/or experience may serve as an alternative to the minimum education stated above. Whenever the minimum education is met using this alternative, it is met for the specific position only and must be re-assessed for other positions for which this alternative has been specified by the manager.

Degree equivalency

Significant experience* engaging with clients, stakeholders and product teams to support the development of digital products and services.

Significant experience briefing and providing strategic advice to executives (Directors (EX-01 in the public service) and above).

Experience in planning and conducting various user research activities (e.g.: user interviews, usability testing, design workshops), evaluating these research results and compiling them into research insights (e.g.: personas, journey maps).

Experience leveraging research insights, as well as user and stakeholder feedback to generate service and product design visions (e.g.: design mock-ups, wireframes, service blueprints) to guide product teams to deliver new services or product design changes that will enhance service performance.

* Significant experience is defined as the depth and breadth of the experience normally associated with having performed a broad range of substantively more progressive and complex responsibilities. This experience would typically be acquired over approximately 4 years.

The following will be applied / assessed at a later date (essential for the job)

Bilingual - Imperative (CBC/CBC)

Information on language requirements

Mobilize People.

Create Vision and Strategy.

Collaborate with Partners and Stakeholders.

Promote Innovation and Guide Change.

Ability to communicate effectively orally.

Ability to communicate effectively in writing.

The following may be applied / assessed at a later date (may be needed for the job)

Bachelor’s degree in a foundational field of design-based innovation such as: computer science, human-computer interaction (HCI), service design, human factors engineering, information studies, psychology, anthropology, behavioural science, human behaviour.

The Knowledge and skills are normally acquired through graduation from a recognized university in a field that applies the practice of user experience (UX) research for interaction design.

Degree equivalency

Experience managing human resources and finances.

Experience helping transform an organization’s culture to adopt the GC’s digital standards and/or more human-centred design principles.

Experience working in multi-functional agile teams and using agile or product management methods to deliver digital solutions.

Experience or training in accessibility and inclusive design.

Courts Administration Service is committed to having a skilled, diversified workforce of Canadian society it represents. As a result, selection may be limited to members of the following Employment Equity groups: women, Aboriginal peoples, persons with disabilities and members of visible minorities. We encourage members of these designated groups to self-identify.

*Telework depends on the requirements of the position to be staffed.

Must be willing and able to travel and to work overtime when required.

Must be willing to move within and between business units and teams, based on operational requirements and/or as individual development needs are identified.

Conditions of employment

Secret security clearance

Compliance with the CAS’ Code of Conduct is required.

Note: It is strongly recommended that potential applicants read and consider the CAS’ Code of Conduct prior to applying. This document is available on the CAS Website http://www.cer-rec.gc.ca/code-of-conduct.

Other information

The Public Service of Canada is committed to building a skilled and diverse workforce that reflects the Canadians we serve. We promote employment equity and encourage you to indicate if you belong to one of the designated groups when you apply.

Information on employment equity

On October 6, 2021, the Government of Canada announced details of its plans to require vaccination across the federal public service.

In response to the COVID-19 pandemic and further to public health guidelines, preventative measures are being taken to ensure health and safety during the recruitment process.

Due to current circumstances, all assessment may be done virtually.

Persons are entitled to participate in the appointment process in the official language of their choice. Applicants are asked to indicate their preferred official language in their application.

Candidates must meet the essential qualifications to be appointed to a position.

Candidates must clearly demonstrate in the screening questionnaire how they meet the education and experience factors listed as essential and/or asset qualifications on the statement of merit criteria. In order to do so, the candidate must provide the information as part of their answer to the pertinent screening question, using concrete examples in the provided area. The assessment board cannot and will not make any assumptions about your experience. Note that it is not sufficient to only state that the qualifications are met or to provide a listing of current or past responsibilities. Resumes may be used as a secondary source to validate the experience described in the experience questionnaire. Failure to clearly demonstrate in the questionnaire how you meet the education and experience, both essential and/or asset, where applicable, may result in the rejection of your application.

A variety of tools and assessment methods may be used, which may include, but is not limited to written tests, interviews and reference checks. Other sources of information (such as performance agreements, work samples, board member knowledge, etc.) may be used to inform the assessment of the criteria identified on the Statement of Merit Criteria. Any information that you provide throughout this process, including email correspondence, may also form part of the assessment.

Asset qualification(s) may be applied in this selection process.

Written communication may be assessed via the job application.

Candidates will be required to provide proof of their education credentials in the form of a diploma or official transcript.

If a qualified candidate has been selected and appointed on an indeterminate basis from the established pool, they will be removed from the pool. If a candidate is selected for a specified period (including term, acting, or assignment/secondment) appointment, they will remain in the pool for future offers.

We will communicate with applicants by e-mail. It is your responsibility to verify your e- mails regularly. Applicants shall ensure that the e-mail address provided is valid and make sure this address is functional at all times and accepts messages from unknown users.

Preference

Preference will be given to veterans first and then to Canadian citizens and permanent residents, with the exception of a job located in Nunavut, where Nunavut Inuit will be appointed first.

Information on the preference to veterans

We thank all those who apply. Only those selected for further consideration will be contacted.