Service Designer (Senior) (Southwest Edmonton)

– Service Designer (Senior) Job ID: GOAPRDJP00000925 Client: Government of Alberta (GoA) – Technology and Innovation Division: Digital Design and Delivery (DDD) Role: Service Designer – Senior Location: Edmonton, Alberta (Primarily Remote with occasional onsite meetings) Contract Type: GOA Standard Contingent Resource Duration: Up to 24 months extension possible Hours: 36.25 hours/week Positions: 17 Role Overview The Government of Alberta’s Digital Design and Delivery (DDD) division is seeking up to seventeen (17) Senior Service Designers to support enterprise-wide digital transformation, service innovation, and program modernization initiatives across government ministries. The Service Designer will work within cross-functional Agile teams alongside product owners, researchers, developers, policy teams, and business stakeholders to improve citizen-facing and internal government services using human-centred design methodologies. The role focuses on understanding user needs, improving end-to-end service experiences, designing future-state services, conducting research and usability testing, facilitating co-design workshops, and supporting organizational change initiatives. Requirements Key Responsibilities Human-Centred Service Design - Integrate human-centred design methods into digital transformation and program review initiatives - Analyze current-state and future-state service experiences - Design and improve citizen and employee service journeys across channels: - Web - Mobile - Phone - In-person - Social media - Print/mail Research & Discovery - Conduct qualitative field research and behavioral research - Plan and facilitate: - User interviews - Discovery sessions - Co-design workshops - Concept testing - Service prototyping - Analyze findings and present actionable recommendations Service Design Deliverables Create and maintain - Journey maps - Service blueprints - Process maps - User story maps - Strategy and roadmap documents - Service performance metrics - Prototype designs and usability reports Agile Product Delivery - Work within Agile cross-functional product teams - Participate in: - Sprint planning - Backlog refinement - Iterative delivery - Continuous improvement activities Change Management & Transformation - Support organizational and service transformation initiatives - Collaborate with executives and frontline teams to: - Redesign processes - Improve policies - Support adoption of current services - Enable operational integration Mandatory Requirements Must Have - Minimum 2 years of experience in service design research and outputs - Minimum 3 years of experience working in or for the public sector - Minimum 2 years working in Agile cross-functional product teams Nice-to-Have Skills - Experience conducting qualitative field research - Experience facilitating co-design workshops - Experience with usability testing and reporting - Experience delivering digital services as a Service Designer - Experience supporting change management initiatives - Experience with Government of Alberta digital transformation projects - Experience working on large-scale service innovation or modernization programs Preferred Skills & Competencies - Human-centred design - Design thinking - Service blueprinting - Journey mapping - User research - Usability testing - Agile/Scrum delivery - Stakeholder engagement - Facilitation and workshop leadership - Digital transformation - Organizational change management - Communication and presentation skills Work Arrangement - Primarily remote within Canada - Occasional onsite meetings/workshops in Edmonton - Some travel within Alberta may be required for field research and interviews Security Requirements - Criminal Record Check required - Enhanced Security Clearance may be required for some projects - Potential eligibility for RCMP Top Secret Clearance Deliverables The Service Designer will contribute to: - Service innovation projects - Digital transformation initiatives - Program modernization - End-to-end service experience improvements - Service performance measurement - Prototype development and testing - Strategy and roadmap planning Apply on Kit Job: kitjob.ca/job/2pa4y9