Service Designer

Role Responsibilities

The Platforms branch is looking for a Service Designer. Reporting to the Director, Platform Strategy, the Service Designer provides senior service design expertise for the Government of Alberta’s (GoA) Government-as-Platform initiative, with a primary focus on Alberta.ca Account and related platform products, including Alberta.ca Account, Alberta Wallet, eServices, and Alberta Payments.

The responsibilities of this role include:

• Lead end-to-end service design for shared platform products, defining reusable patterns, service journeys, and scalable design approaches that support consistent delivery across ministries.
• Drive research and insight generation, planning and leading discovery activities and translating findings into clear design direction, priorities, and service improvements.
• Provide senior service design guidance across teams, influencing platform direction, aligning design with delivery and technical constraints, and promoting reuse and consistency.
• Shape AI-enabled and automated service interactions, ensuring designs are transparent, user-centred, and aligned with trust, accessibility, and public service expectations.
• Ensure service quality and continuous improvement, using testing, analytics, and feedback to refine services and maintaining high-quality, reusable design artifacts.

To be successful in this position, you will demonstrate:

• Strong ability to translate business, policy, and technical requirements into clear service design direction.
• Ability to lead research and synthesize insights to inform design decisions.
• Experience applying research findings in complex, multi-stakeholder environments.
• Ability to use evidence and user insights to guide effective service design outcomes.

Please click on this link to view the job description for this position.

APS Competencies

Competencies are behaviors that are essential to reach our goals in serving Albertans. We encourage you to have an in depth understanding of the competencies that are required for this opportunity and to be prepared to demonstrate them during the recruitment process.

This link will assist you with understanding competencies: https://www.alberta.ca/system/files/custom_downloaded_images/psc-alberta-public-service-competency-model.pdf.

Qualifications

Requirements:

• A university degree in a related field (e.g., Computer Science, Information Technology, UX Design), supplemented by five (5) years of experience in service design, UX design, or a closely related discipline.
• Proven experience designing end-to-end services, reusable patterns, and cross-service journeys.
• Proficiency with design and prototyping tools (e.g., Figma) and experience working within design systems.
• AI fluency, including practical use of generative AI tools to support research, analysis, and design, with the ability to assess quality, risk, and user impact.
• A cover letter clearly demonstrating relevant skills and competencies tailored to this position.

Equivalencies:

• A related master’s degree and a minimum of four (4) years of related experience; or
• A related two-year diploma and a minimum of seven (7) years of related experience; or
• A related one-year certificate and a minimum of eight (8) years of related experience.

Assets:

• Experience designing platform products or shared services used across multiple programs or organizations.
• Experience designing AI-enabled or data-informed services.
• Experience working in public sector or other highly regulated environments.
• Experience designing for high-trust services (e.g., identity, authentication, credentials, payments).
• Experience working in Agile environments with cross-functional technical teams.
• Knowledge of accessibility standards (e.g., WCAG) and inclusive design practices.
• Experience conducting primary user research directly with members of the public, including interviews, usability testing, and co-design sessions in real-world or government service contexts.