Service Designer (Senior) (Edmonton)

Job Description Job Description – 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 Requirements 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 #J-18808-Ljbffr Apply on Kit Job: kitjob.ca/job/2ppeno