Senior - Service Designer - Remote / Telecommute

Job Title: Senior - Service Designer - Remote / Telecommute

Job Location: Edmonton, AB

Job Type: Contract

Job Overview:

Requirement/Must Have:

• Minimum 2 years of experience with service design research and outputs.
• Minimum 3 years of experience working in or for the public sector.
• Minimum 2 years of experience working within a cross-functional product team in an Agile environment.
• Strong understanding of human-centered design methodologies.
• Experience working on digital transformation or service innovation initiatives.
• Excellent collaboration, communication, and stakeholder engagement skills.

Experience:

• Experience planning, conducting, analyzing, and reporting on qualitative field research.
• Experience facilitating and reporting on co-design workshops with service users.
• Experience conducting usability testing for production or prototype systems.
• Experience working as a Service Designer within cross-functional teams delivering digital services.
• Experience with concept testing and service prototyping.
• Experience supporting change management, policy updates, staffing changes, or organizational transformation initiatives.
• Experience working on large-scale service innovation, program review, or digital transformation projects.

Responsibilities:

• Integrate human-centered design methods into program review and digital transformation projects.
• Analyze and document project outcomes related to service efficiency and citizen accessibility.
• Evaluate user and employee experiences across digital and non-digital channels.
• Identify service gaps, opportunities, and improvement solutions.
• Conduct user and behavioral field research.
• Facilitate co-design workshops and concept testing activities.
• Develop journey maps, service blueprints, process maps, and user story maps.
• Create and test service prototypes and usability solutions.
• Measure, analyze, and report on service performance metrics.
• Develop strategy documents, roadmaps, and service transformation plans.
• Collaborate with program teams, executives, and front-line staff to support service transformation initiatives.
• Support integration of new service solutions into existing operations and organizational structures.
• Work collaboratively within Agile product delivery teams and participate in sprint planning and execution activities.

Should Have:

• Experience with service performance measurement and reporting.
• Experience with organizational design and culture transformation initiatives.
• Experience supporting policy innovation and operational change management.
• Experience working on public sector digital delivery programs.
• Experience working on projects comparable in scale and complexity to enterprise-level digital transformation initiatives.

Skills:

• Service Design.
• Human-Centered Design.
• Agile Methodology.
• User Research.
• Qualitative Research.
• Co-design Workshops.
• Journey Mapping.
• Service Blueprinting.
• Process Mapping.
• User Story Mapping.
• Service Prototyping.
• Concept Testing.
• Usability Testing.
• Change Management.
• Stakeholder Management.
• Digital Transformation.
• Service Performance Analysis.
• Communication and Collaboration.

Qualification and Education:

• Bachelor s degree in Design, Human-Computer Interaction, Digital Media, Psychology, Business, Public Administration, or a related field preferred.
• Relevant certifications in Service Design, UX Design, Agile, or Human-Centered Design are considered an asset.