Description
Application Requirement: A portfolio is required and must be uploaded as an attachment under “Other Documents.”. Note: Online portfolio links will not be accepted. Role: Senior Service Designer Location: Edmonton, Alberta, Canada, T6H 5T6 Contract Duration: 12-24 Months with Further possible extension Work Arrangement: Primarily remote work , with occasional in-person meetings or work sessions (typically quarterly) in Alberta. All travel-related time and expenses to/from Edmonton will be at the contractor’s expense . Position Summary: The Senior Service Designer will play a critical role in supporting digital transformation and program review initiatives within the Government of Alberta (GoA). As a member of cross-functional teams, the Service Designer will help shape citizen- and employee-focused service experiences that are efficient, accessible, and sustainable. The position requires hands-on expertise in human-centered design practices, co-design facilitation, service mapping, prototyping, and change management integration. Key Responsibilities: Integrate human-centered design methodologies into digital transformation and program review projects. Conduct and analyze field research , facilitating co-design workshops and delivering tested prototypes and service blueprints. Evaluate and document project outcomes , focusing on usability, service accessibility, and staff efficiency. Analyze user and employee experiences across multiple service delivery channels (web, mobile, print, social, face-to-face, etc.) and identify opportunities for improvement. Deliver comprehensive, iterative project outcomes including: User and behavioral research Co-design and prototyping Service journey mapping and blueprinting User story mapping Usability testing Service performance evaluation and reporting Strategic roadmaps and solution integration planning Provide end-to-end depictions of service journeys , highlighting user needs, potential interventions, and performance metrics. Collaborate with executive stakeholders and frontline teams to co-create policy and process innovations supporting change management. Develop plans to integrate new service solutions into existing operations, evaluating implications for service delivery, policy, organizational design, and culture. Adapt project deliverables in response to evolving user needs , business requirements, and technical opportunities. Required Expertise: Deep expertise in service design , with a proven track record of leading transformation initiatives in complex environments. Strong skills in human-centered research , journey mapping, co-design facilitation, prototyping, and usability testing. Experience working in multidisciplinary agile teams , collaborating with business and technical stakeholders. Ability to analyze and map end-to-end service experiences , translating insights into actionable service improvements. Familiarity with government services or large-scale public sector transformations is highly desirable. Excellent communication, facilitation, and documentation skills for executive and stakeholder engagement.
