Job Title: Business Architect - Level 2 Intermediate (Service Designer)

Client: Federal Government

Location: 200 Kent Street 200 rue Kent Ottawa, ON, K1A 0E6

Contract : 3 Years

Extension : two (2) additional one (1) -year period(s) under the same terms and conditions.

Clearance : Reliability/Secret

Business Architect - Level Senior and Intermediate (Service Designer)

Role: responsible for creating and optimizing service experiences by understanding user needs and business objectives. Senior and Intermediate Business Architects, map out service processes, identify pain points, and design solutions that improve efficiency and satisfaction, ensuring a seamless and cohesive experience across all service touchpoints. Tasks in the scope of this role could include:

1. Working collaboratively across the entire service environment, including:

• Conducting primary research and reviewing user touchpoints;
• Developing service design standards and/or best practices within a team environment; and
• Designing service experiences for users.

1. Collaborating with stakeholders to identify service goals and objectives;
2. Researching and analyzing user needs, behaviors, and pain points;
3. Mapping the user journey to identify areas of opportunity for service improvement;
4. Designing and prototyping service touchpoints and channels, such as websites, mobile apps, and physical spaces;
5. Designing and improving service processes, such as service delivery and customer support;
6. Collaborating with cross-functional teams to align service design with business objectives;
7. Developing and executing UX strategies that align with business goals and user needs;
8. Working with the project team to identify UX opportunities, develop a roadmap, and create a plan for delivering user-centric products and services;
9. Identifying UX metrics and developing methods to measure the success of UX initiatives;
10. Measuring the effectiveness of service design solutions and iterating on them based on feedback;
11. Taking an overall perspective on strategic issues, organizational events and activities, and discuss their wider implications and long-term impact; and
12. Setting direction and assuring the quality of design delivery across teams.

Deliverables :

Business Architect (Service Designer)

• Roadmaps, user journey maps, service blueprints and ecosystem maps;
• Success metrics for products and services;
• Strategy for products and services; and
• Presentations to communicate opportunities, systemic implications, and connections between business issues and user challenges.

Mandatory Technical Criteria

Bidders Response (Reference to Substantiating Materials included in Bid)

1.

Experience as Intermediate Service Designer

The Contractor must demonstrate, using Reference Project(s) that the proposed resource for Intermediate Business Architect, has a minimum of sixty (60) months of experience within the past one hundred twenty

(120) months of the TA request date as a Business Architect - Level 2 in accordance with the TBIPS Supply Arrangement EN578- 170432 series .

To demonstrate such experience, the Contractor must provide one (1) or more Reference Project(s) as defined in Section 1.0 of this appendix.

2.

Service Design Facilitation

The Contractor must demonstrate, using Reference Project(s) that the proposed resource for Intermediate Business Architect, has at least thirty-six (36) months of experience within the past one hundred eighty (180) months of the TA request date working collaboratively with Project Stakeholders, participating in all of the following activities:

1. Conducting primary research and reviewing user touchpoints;
2. Developing service design standards and/or best practices within a team environment and
3. Designing service experiences for users.

To demonstrate such experience, the Contractor must provide one (1) or more Reference Project(s) as defined in Section 1.0 of this appendix.