Organisational Design Consultant

This is a fully remote position, open to applicants in Canada.

📋 Description

• Document the existing organizational structure related to tax, individual inquiries, and business inquiries.

• Map out organizational units, roles, reporting structures, and capacity involved in knowledge creation and maintenance.

• Identify both formal and informal content tasks and the time they require.

• Evaluate the discrepancies between the current organizational state and the desired knowledge management operating model.

• Recognize capability gaps, capacity deficiencies, unclear ownership, single points of failure, and informal content responsibilities.

• Develop an Organizational RACI Matrix that encompasses authoring, subject matter review, legal or policy review, official-languages review, accessibility review, publication, periodic review, and retirement.

• Define the desired knowledge management operating model, which may include central, federated, or hybrid structures.

• Create role profiles and resourcing needs for positions such as knowledge manager, taxonomy steward, content owner, content author, and roles pertinent to the AI era.

• Establish responsibilities for tuning and retraining virtual agents, reviewing AI-generated responses, and managing feedback from AI errors for content correction.

• Design the transition and change strategy, including sequencing, change management, training, communication, and staffing risks.

• Ensure alignment between the organizational model and the RACI Matrix with the Governance Playbook and Senior Business Consultant.

⛳️ Requirements

• A minimum of 8 years in organizational design, operating model design, workforce planning, or organizational effectiveness consulting.

• Proven experience in delivering an organizational design set that a client has implemented, including RACI matrices, target operating models, role profiles, and transition plans.

• Background in designing operating models for functions that span multiple business units with shared or contested ownership.

• Strong engagement capabilities with stakeholders at director and executive levels.

• Ability to work effectively in a part-time, focused engagement alongside a broader consulting team.

• Eligible to obtain and maintain a Government of Canada security clearance.

• Previous experience in designing the operating model for knowledge management, content, or digital service functions specifically.

• Experience with contact center or shared services operating models, particularly in contexts where AI or automation has transformed agent roles and support functions.

• Possession of a formal change management credential such as Prosci or CCMP, or a qualification in organizational development.

• Bilingual in English and French.

🏝️ Benefits

• Comprehensive compensation and benefits package.

• Health insurance.

• Language courses.

• Relocation program.

• Professional development opportunities.

• Certification programs.

• Mentorship and talent investment programs.

• Internal mobility opportunities.

• Internship opportunities.

• Inclusive and supportive work environment.

• Regular team-building social events.