Service Designer – Senior - SDSEN 26-05278

Service Designer – Senior

Location: Edmonton, AB
Duration: 12 Months
Employment Type: Contract (Full-Time)

Job Overview

We are seeking experienced Senior Service Designers to support large-scale digital transformation and service innovation initiatives within a public sector environment.

In this role, you will work as part of cross-functional teams to improve and redesign services using human-centered design principles, agile methodologies, and modern data practices. You will contribute to creating efficient, accessible, and user-focused services for citizens.

Project Overview

The organization is undergoing a major transformation to modernize service delivery and enhance the overall user experience. A centralized digital delivery team has been established to drive innovation, improve service quality, and implement best practices across multiple programs.

Service Designers will work across multiple projects, collaborating with product owners, stakeholders, and multidisciplinary teams to analyze current services, identify opportunities, and deliver impactful solutions.

Scope of Work

• Work full-time across 2–3 concurrent projects
• Collaborate with cross-functional teams including product owners, developers, and business stakeholders
• Participate in agile ceremonies such as sprint planning, backlog refinement, and retrospectives
• Conduct service reviews and support digital transformation initiatives
• Adapt deliverables based on evolving business and user needs

Key Responsibilities

• Apply human-centered design (HCD) methods to service design and transformation projects
• Conduct user research, behavioral analysis, and field studies
• Facilitate co-design workshops with stakeholders and end users
• Develop prototypes and conduct usability and concept testing
• Create journey maps, service blueprints, and process maps
• Analyze user experiences across multiple channels (web, mobile, phone, in-person, etc.)
• Identify service gaps, opportunities, and improvement strategies
• Develop user stories and support backlog creation and refinement
• Measure and report on service performance and outcomes
• Produce strategy documents, roadmaps, and design artifacts
• Collaborate with program teams to design new processes and support change management
• Support integration of new solutions into existing service operations

Deliverables

• End-to-end service journey maps and experience frameworks
• Research insights and usability testing reports
• Service blueprints and process documentation
• Prototypes and validated concepts
• Performance measurement and reporting metrics
• Strategic roadmaps and transformation plans
• Change management and implementation strategies

Required Qualifications

• Extensive experience in service design, UX design, or digital transformation projects
• Strong expertise in human-centered design methodologies
• Experience working in agile environments
• Proven ability to conduct user research and usability testing
• Strong analytical, problem-solving, and communication skills
• Experience creating journey maps, service blueprints, and design artifacts

Preferred Qualifications

• Experience in public sector or large enterprise transformation initiatives
• Familiarity with policy design, organizational change, and service operations
• Experience working with cross-functional product teams

For more details reach at resumes@navitassols.com.