Design Services Designer

Overview
The client is seeking an experienced Service Designer to support service innovation program review and digital transformation initiatives across government. The Service Designer will work within cross-functional Agile teams collaborating with product owners designers and program staff to assess current services identify future opportunities and design improved end-to-end service experiences.
Responsibilities

Integrate human-centred design methods into program review and digital transformation initiatives
Conduct service discovery and research including user and staff field research
Analyze and document user and employee experiences across multiple channels (digital and non-digital)
Identify service gaps opportunities and actionable solutions
Plan and deliver:
User and behavioral research
Co-design workshops
Prototyping and concept testing
Journey maps and service blueprints
Process mapping and service prototyping
User story mapping and creation
Usability testing
Service performance measurement and reporting
Strategy and roadmap documentation

Depict end-to-end service journeys including needs opportunities solutions and success metrics
Collaborate with executives program teams and front-line staff to co-design new processes and policies
Support change management by planning integration of new solutions into existing service operations
Maintain documentation and contribute to evolving project artifacts
Work within Agile/Scrum environments participating in sprint planning refinement and delivery
Must-Haves

Minimum 6 years of experience in service design research and service design deliverables
Minimum 6 years of experience working in a cross-functional product team within an Agile environment
Strong experience applying human-centred design principles
Ability to clearly document findings insights and design outcomes
Strong collaboration communication and stakeholder engagement skills
Ability to work across multiple projects simultaneously
Nice-to-Haves

Experience planning conducting and analyzing user research and usability testing
Experience creating journey maps service blueprints and service representations
Experience observing and analyzing service delivery in real-world environments
Experience working as a Service Designer on large or complex initiatives
Experience working in or for the public sector
Experience supporting change management and service transformation initiatives
Work Details

Standard hours: Monday Friday Alberta business hours.
Primarily remote with occasional in-person meetings (up to four per year as required)