Job Description Service Designer (Senior)

Role Overview

The Government of Albertas 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