Job Posting

Job Title /

Service Design Lead (12 month temporary)

Titre du poste

Location /

Toronto - Unilingual

Région

Job ID /

19758

Full or Part Time /

Numéro de poste

Full-Time

Temps plein ou partiel

Date Opened /

05/27/2026

Regular Shift /

Date de début

Regular Shift

Quart de jour

Date Closed /

06/10/2026

Date de clôture

Reg or Temp /

Temporary

Régulier/temporaire

About the Workplace Safety and Insurance Board (WSIB)

We’re here to help. When an injury or illness happens on the job, we move quickly to provide wage-loss benefits, medical coverage and support to help people get back to work. Funded by businesses, we also provide no-fault collective liability insurance and access to industry-specific health and safety information. We are one of the largest insurance organizations in North America covering over five million people in more than 300,000 workplaces across Ontario. For more information, visit wsib.ca.

At the WSIB, you’ll have the opportunity to:

• explore many career paths and follow your passion
• continuously learn and grow professionally
• be recognized for the great work you do
• participate in programs that support your health and wellbeing

You’ll also receive a competitive salary and may be eligible to participate in our health and dental plan.

Salary Grade: N08 From: $106,400.00 To: $133,000.00

This is a 12 month temporary opportunity.

Job Summary:

Bring your empathy and design expertise to transform the recovery and return-to-work journey for people across Ontario. At the WSIB, your service design work directly translates into meaningful, human-centered experiences that bring our mission to life—making interactions and customer journeys better, easier, and faster for injured workers.

The WSIB is seeking a hands-on Service Designer to architect compelling, human-centered customer experiences. You will collaborate with internal partners to redesign end-to-end customer journeys, incubate new services across digital and offline channels, and cultivate a human-centered design culture across the organization.

Major Responsibilities:

Understanding customer interactions

• Work with teams across the WSIB to learn how customers use our services and systems
• Map out key customer touchpoints and identify areas for improvement

Building relationships and collaboration

• Build strong partnerships with Senior Executives and colleagues
• Involve key stakeholders throughout projects
• Lead teams in transforming and creating new service experiences

Service design and problem solving

• Use service design methodology to find and solve complex problems
• Design end-to-end customer service journeys, considering both customer and behind-the-scenes staff experiences
• Identify critical moments that affect customer satisfaction

Project leadership and innovation

• Lead design projects and find new opportunities in both digital and physical services
• Turn business and customer needs into clear, actionable steps
• Guide teams in brainstorming, prototyping, and testing solutions

Communication and knowledge sharing

• Present research and design findings to leaders, staff, and external partners
• Clearly explain service concepts and ideas using various tools and methods

Supporting a customer-focused culture

• Promote human-centered design thinking across the WSIB
• Encourage teams to try new ideas and improve how we deliver services

Continuous improvement

• Stay updated on new trends and tools in service design
• Show creativity, problem-solving skills, and a positive attitude
• Support healthy team morale and motivation

Major Responsibilities:

• Experience: 5+ years in Experience Design or a related role
• Core Skills: Advanced expertise in design thinking, human-centered design, and service design methodologies.
• Specialized Knowledge: Proficiency in areas like UX Design, Design Research, Service Design, Systems/Business Design, or Interaction Design.
• Soft Skills: Exceptional communication and the ability to thrive in an autonomous, ambiguous environment.
• Education: Bachelor’s degree or equivalent (Master’s in Design, Human-Computer Interaction (HCI), or related field is an asset).

Preferred Experience and assets:

• Successfully launched real-world services or products.
• A track record of driving project vision, strategy, and client relationships.
• Strong background in concepting, iterative prototyping, and mixed-methods research.

Our commitment to equity, diversity and inclusion

We respect and value the diversity of our people. We strive to create an environment where employees can be themselves and where our differences are celebrated.

We value and celebrate diversity and are committed to creating inclusive experiences for both our employees and prospective employees. We invite all interested individuals to apply. If you require accommodations in order to apply to this position please contact talentacquisitioncentre@wsib.on.ca. If you are invited to participate in the interview or assessment process, you can advise our Recruiter of your accommodation needs at that time.

Please visit our EDI Vision to learn more about what actions WSIB are taking to advance our commitment to equity, diversity and inclusion and to support all employees participating and contributing to their full potential

Disclosing conflicts of interest

As public servants, employees at the WSIB have a responsibility to act in an ethical way at all times to create a respectful workplace and maintain public trust. Job applicants are required to disclose any circumstance that could result in a real, potential or perceived conflict of interest. A conflict of interest is any situation where your private interests may impair or be perceived to impair the decisions you make in your official capacity. This may include: political activity, directorship, other outside employment and certain personal relationships (e.g. with current WSIB employees, customers and/or stakeholders). If you have any questions about conflict of interest obligations and/or how to make a disclosure, please contact the Talent Acquisition Centre at talentacquisitioncentre@wsib.on.ca.

Privacy information

We collect personal information from your resume, application, cover letter and references under the authority of the Workplace Safety and Insurance Act, 1997. The Talent Acquisition Centre and WSIB hiring parties will used this information to assess/validate your qualifications, determine if you meet the requirements of vacant positions and/or gather information relevant for recruitment purposes. If you have questions or concerns regarding the collection and use of your personal information, please contact the WSIB’s Privacy Office at privacy_office@wsib.on.ca. The Privacy Office cannot provide information about the status of your application.

As a precondition of employment, the WSIB requires that prospective candidates undergo a criminal records name check any time before or after they are hired.

To apply for this position, please submit your application by the closing date.

This role requires the successful applicant to commit to an in-office work arrangement up to 5 days a week beginning in 2026.