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.

• Create a map of organizational units, roles, reporting relationships, and the capacity involved in knowledge creation and upkeep.

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

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

• Pinpoint capability deficits, capacity limitations, unclear ownership, single points of failure, and informally absorbed content-related tasks.

• 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.

• Specify which roles need to be established, reassigned, or formally modified.

• Outline the target knowledge management operating model, incorporating central, federated, or hybrid options along with resourcing implications.

• Draft role profiles and resource requirements for positions such as knowledge manager, taxonomy steward, content owner, content author, and roles relevant to the AI era.

• Define the responsibilities for tuning and retraining virtual agents, evaluating AI-generated responses, and managing feedback from AI-related failures to content corrections.

• Include competencies, effort estimates, and classification guidance.

• Design the transition and change strategy, covering sequencing, change management, training, communication, staffing constraints, and potential risks.

• Align the Governance Playbook and RACI Matrix with the Senior Business Consultant.

⛳️ Requirements

• Over 8 years of experience in organizational design, operating model design, workforce planning, or consulting on organizational effectiveness.

• Proven track record of delivering an organizational design set that a client successfully implemented, including RACI matrices, target operating models, role profiles, and transition plans.

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

• Strong capability in stakeholder engagement at the director and executive levels.

• Ability to advise clients on the need for structural changes due to under-resourced capabilities.

• Effective in part-time, focused engagements alongside a broader consulting team.

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

• Prior experience in designing the operating model specifically for knowledge management, content, or digital service functions is a plus.

• Familiarity with contact center or shared services operating models, especially those affected by AI or automation changes to agent roles and support functions, is desirable.

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

• Bilingual proficiency in English and French is a plus.

🏝️ Benefits

• Comprehensive compensation and benefits package.

• Health insurance.

• Language courses.

• Relocation program.

• Opportunities for professional development.

• Programs for certification.

• Mentorship and talent investment initiatives.

• Internal mobility prospects.

• Internship opportunities.

• Collaboration on significant projects for top global clients.

• An inclusive and supportive work atmosphere.

• Open lines of communication.

• Regular team-building social events organized by the company.

• Commitment to sustainable business practices focused on IT education, community empowerment, fair operating methods, environmental sustainability, and gender equality.