Service Designer - Senior - 26-05278

Location: Edmonton, AB, Canada
Duration: 12 Months

We are seeking an experienced Senior Service Designer to support service innovation, program reviews, and digital transformation initiatives. The ideal candidate will have expertise in human-centred design, service design research, Agile delivery, and digital service development, with the ability to improve end-to-end service experiences for users and organizations.

The successful candidate will collaborate with cross-functional teams, including product owners, business stakeholders, researchers, designers, developers, and operational staff, to understand user needs, evaluate existing services, identify improvement opportunities, and design effective, accessible, and efficient service solutions.

• Integrate human-centred design methodologies into service innovation, program review, and digital transformation initiatives.

• Conduct service discovery, user research, and current-state assessments to identify service gaps, user challenges, and opportunities for improvement.

• Analyze end-to-end user and employee experiences across digital and non-digital channels, including web, mobile, telephone, in-person, and print services.

• Plan, conduct, and analyze qualitative field research, including user interviews, observations, and behavioral research.

• Facilitate co-design workshops with service users, business stakeholders, and multidisciplinary teams.

• Develop user journey maps, service blueprints, process maps, experience maps, and other research-based design artifacts.

• Create and test prototypes, concepts, and service solutions to validate assumptions and improve user experiences.

• Plan and conduct usability testing of existing systems and prototypes, documenting findings and recommendations.

• Translate research insights into user stories, service requirements, product backlogs, and actionable design recommendations.

• Collaborate with product owners and Agile delivery teams during backlog refinement, sprint planning, and iterative product development.

• Design and document future-state service models, service strategies, roadmaps, and implementation plans.

• Evaluate service performance using appropriate metrics, data analysis, and reporting methods.

• Identify opportunities to improve service accessibility, operational efficiency, user satisfaction, and service delivery outcomes.

• Work with leadership, frontline employees, and program teams to develop new processes, policies, and service delivery approaches.

• Support change management and organizational transformation by assessing the impacts of new services, processes, policies, and operating models.

• Develop plans for integrating new solutions into existing operations, including implementation considerations, organizational readiness, and performance measurement.

• Communicate research findings, design recommendations, and project outcomes clearly to stakeholders and leadership.

• Minimum 2 years of experience in service design research and the development of service design deliverables.

• Minimum 3 years of experience working in or supporting public sector organizations.

• Minimum 2 years of experience working within cross-functional product teams in an Agile environment.

• Minimum 2 years of experience planning, conducting, analyzing, documenting, and reporting on qualitative field research.

• Experience translating research findings into actionable recommendations, service improvements, and user-focused solutions.

• Strong knowledge of human-centred design principles, service design methodologies, and user experience research techniques.

• Excellent communication, facilitation, analytical, and stakeholder engagement skills.

• Ability to work collaboratively with multidisciplinary teams and manage multiple project priorities.

• Minimum 3 years of experience planning, facilitating, analyzing, and reporting on co-design workshops with service users.

• Minimum 1 year of experience planning, observing, analyzing, and reporting on usability testing for production systems or prototypes.

• Minimum 2 years of experience working as a Service Designer within cross-functional teams delivering digital services, including concept testing and service prototyping.

• Minimum 2 years of experience supporting change management, policy changes, workforce changes, or organizational transformation as part of service implementation.

• Minimum 2 years of experience contributing to digital transformation initiatives within government environments.

• Minimum 2 years of experience working as a Service Designer on projects comparable in size and complexity to large-scale service innovation, program review, or digital transformation initiatives.

• Experience developing service blueprints, journey maps, process models, user stories, prototypes, and service performance metrics.

• Experience applying Agile methodologies and collaborating with product owners, business analysts, developers, and other delivery team members.