Service Designer - Senior

About the Role

The Government of Alberta is expanding its digital delivery of public services to simplify access and improve user experiences for Albertans. The Digital Design and Delivery Division (3D) is the Province's centre of excellence for modern digital delivery, combining human centred design, agile delivery, and modern data practices.

We are seeking Senior Service Designers to support service innovation, program review, and digital transformation initiatives across Government of Alberta ministries. You will work within cross functional teams led by GoA Product Owners and 3D, contributing hands on service design expertise from discovery through delivery.

As a Senior Service Designer, you will support multiple projects and be responsible for integrating human centred design practices into government service delivery. Your work will evolve iteratively based on user needs, business priorities, and delivery constraints.

Key responsibilities include:

• Conduct and integrate user and behavioural field research

• Plan and facilitate co design workshops with executives, staff, and stakeholders

• Design, prototype, and test service concepts and solutions

• Lead usability testing and concept validation activities

• Map end to end service journeys across channels (digital, phone, in person, print)

• Develop journey maps, service blueprints, and process maps

• Identify service gaps, pain points, opportunities, and improvement options

• Translate research findings into clear service design recommendations

• Work within cross functional Agile product teams

• Support backlog definition, refinement, and user story creation

• Participate in sprint planning and delivery activities

• Collaborate closely with Product Owners, delivery teams, and ministry partners

• Define service performance metrics and success measures

• Analyze and report on service outcomes, efficiency, and user experience

• Support change management through co design of new processes and policies

• Plan and support integration of new solutions into existing service operations

• Develop service strategies, roadmaps, and visual artefacts

• Support future state service design aligned with GoA priorities and constraints

Must Have

• Minimum 2 years experience delivering service design research and outputs

• Minimum 2 years experience working within cross functional Agile product teams

• Minimum 2 years experience supporting digital transformation initiatives within the Government of Alberta

Nice to Have

• Experience planning, conducting, and analyzing user research

• Experience producing service design representations and artefacts

• Experience working as a Service Designer in cross functional teams

• Public sector experience

• Experience supporting change management initiatives

• Experience delivering service design on complex, large scale programs