JOB POSTING # 890972
Position: Senior Service Designer
Site: Princess Margaret Cancer Centre
Department: Smart Cancer Care Program
Reports to: Director, Design and Innovation
Hours: 37.5 hrs/week
Salary Range: Commensurate with experience and consistent with the UHN Compensation Policy
Hours: 37.5 hours per week
Status: Permanent Full-time
University Health Network (UHN) is looking for an experienced professional to fill the key role of Senior Service Designer in our Smart Cancer Care Program.
The Energy of the City. The Rewards of a Great Career.
The University Health Network, where “above all else the needs of patients come first”, encompasses Toronto General Hospital, Toronto Western Hospital, Princess Margaret Cancer Centre, Toronto Rehabilitation Institute and the Michener Institute of Education at UHN. The breadth of research, the complexity of the cases treated, and the magnitude of its educational enterprise has made UHN a national and international resource for patient care, research and education. With a long tradition of groundbreaking firsts and a purpose of “Transforming lives and communities through excellence in care, discovery and learning”, the University Health Network (UHN), Canada’s largest research teaching hospital, brings together over 16,000 employees, more than 1,200 physicians, 8,000+ students, and many volunteers. UHN is a caring, creative place where amazing people are amazing the world. Find out about our purpose, values and principles here.
Smart Cancer Care (SCC), the cancer innovation program at UHN, is focused on creating new models of care to better support a holistic patient experience throughout the cancer care continuum, while at the same time improving the provider experience. We leverage real-time data, an agile service design mindset, and new technologies to enable our work. As a core member of SCC, the Senior Service Designer will play a critical role in leading qualitative user research, and will work with our analysts and product designers to create and iterate our cancer care services.
The focus of the projects within the Smart Cancer Care (SCC) Program is to support and promote excellence and innovation in patient care, research, and education; enabling the delivery of timely, safe, effective, and efficient services.
In this role, you will be responsible for leading and collaborating on mid- to large-scale projects that align to the SCC Strategic Plan to rethink cancer care. The scope of the Senior Service Designer will include, but is not limited to: leading qualitative (and some quantitative) user research; working hand-in-hand with our analysts and product designer to create and test product/service prototypes; and helping implement new services for our patients and frontline staff.
Why this role is awesome:
Variety… with focus! SCC works with a wide variety of people in the cancer centre from patients, caregivers, physicians, nurses, admin staff, hospital leadership, and external partners to develop, pilot, iterate, and scale new services… all with a focus to make cancer care delivery better for patients and providers at UHN
Experimentation and iteration: SCC is a place to play, learn, hone agile service design skills in the wild - we’re excited for team members to bring their ideas, new approaches, and to try new things
Thought Leadership: We are working at the leading edge of healthcare innovation and are excited to share our knowledge. While publishing and speaking at conferences is not our driving motivation, sharing our work and success is important to us
Flexibility: You can be flexible with your hours and working location - as long as work gets done, you are communicating well and often with the teams, it’s up to you when and how. That said, hospital staff do work in clinic-hours, so you will need to be flexible as well. Also we have a beautiful new space downtown Toronto that was freshly renovated during the pandemic, and we will be shifting back ~1day/week to the office to get some team facetime
Understanding and advocating for people affected by cancer (patients, caregivers, providers, admin staff)
Leading user research activities (interviews, workshops, service prototyping, etc)
Synthesizing data/insights, articulating user needs, and mapping existing systems and scenario (journeys maps, service blueprints, and workflow maps, etc.)
Reviewing quantitative and qualitative data from various sources, analyzing, and interpreting the information to inform action
Working with analysts and designers to create the service prototype
Facilitate/orchestrate running participants through the service prototype
Gather and synthesize the data
Create actions to improve the service
Developing relationships with all of our stakeholders in the Cancer Centre
Managing communications with stakeholders (presenting research insights, ideas, and new designs to patients, clinical partners, and/or vendors)
Providing team-wide leadership and mentorship on service design processes and methods
Using methods and language that’s helps make design processes accessible and engaging for non-designer stakeholders
A passion for understanding and improving the patient/caregiver and healthcare provider experience
Bachelor's degree in Service Design, User Experience Design, Ethnography, Anthropology, Systems/ Industrial Engineering, Business or Health Administration, Health Informatics and or recognized equivalent required. Masters degree in a service design, user experience, informatics, systems engineering is preferred.
At minimum five (5) years of practical and related experience, using service design, experience design, user research, and/or quality improvement methods
A love service experience & design process
Excellent written and oral communication skill
Ability to work as a team and independently to deliver delightful and effective services in complex environments
Experienced user researcher - able to lead, plan, conduct, and analyze complex workflows and patient journeys
Visual communication fundamentals; we are looking for someone who appreciates and has the ability to communicate clearly and using visuals/maps
Dynamic and engaging facilitator, able to guide the attention of a room full of care providers or patients
Ability to effectively work with diversity and appreciate that people with different opinions, backgrounds and characteristics bring richness to the table
Ability to perform duties in a professional and courteous manner and produce high quality work while meeting deadlines in accordance to UHN standards
Exercise initiative and good judgment with ability to multi-task
Compliance with confidentiality requirements
Effective organizational, interpersonal and communication skills
Knowledge of applicable legislative, UHN and/or departmental policies
Client service oriented, with the ability to effectively work with diversity and appreciate that people with different opinions, backgrounds and characteristics bring richness to the challenge or situation at hand
Vaccines (COVID-19 and others) are a requirement of the job unless you have an exemption on a medical ground pursuant to the Ontario Human Rights Codes.
If you are interested in making your contribution at UHN, please apply on-line. You will be asked to copy and paste as well as attach your resume and covering letter. You will also be required to complete some initial screening questions.
Posting Date: December 30, 2021 Closing Date: January 27, 2022
For current UHN employees, only those who have successfully completed their probationary period, have a good employee record along with satisfactory attendance in accordance with UHN's attendance management program, and possess all the required experience and qualifications should apply.
UHN thanks all applicants, however, only those selected for an interview will be contacted.
UHN is a respectful, caring, and inclusive workplace. We are committed to championing accessibility, diversity and equal opportunity and welcomes all applicants including but not limited to: all religions and ethnicities, LGBTQ2s+, BIPOC, persons with disabilities and all others who may contribute to the further diversification of ideas. Requests for accommodation can be made at any stage of the recruitment process providing the applicant has met the Bona-fide requirements for the open position. Applicants need to make their requirements known when contacted.