Service Designer (Senior)

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 new 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