Senior Service Designer

Role Responsibilities

The Product Branch is looking for seven (7) Senior Service Designers. Reporting to the Manager, Product and Delivery, this position is a core member of a delivery team and leads the work to define the right problem to solve and the right solution to build — ensuring products and services are designed around real user needs while balancing organizational goals, policy considerations, and operational realities.

Working closely with product owners, program staff, and other stakeholders, the Senior Service Designer breaks down large, complex mandates into practical and deliverable pieces, builds shared understanding, and maintains alignment throughout delivery — shaping the end-to-end experience and the user interface people interact with so that every touchpoint is accessible, usable, and positive.

The responsibilities of this role include:

• Lead human-centred service design activities to define problems, identify opportunities, and develop solutions that balance user, business, policy, and operational needs, using a systems-thinking approach.
• Lead service design deliverables — including user research, co-design workshops, journey mapping, service blueprinting, process mapping, prototyping, usability testing, and service performance analysis and reporting.
• Lead user experience and interface design, producing evidence-based artifacts across a range of platforms and fidelities, such as sketches, user flows, wireframes, interactive prototypes, high-fidelity designs, reusable components, and design systems.
• Ensure work meets web accessibility principles, best practices, and technical implementation techniques, including the Web Content Accessibility Guidelines (WCAG).
• Lead and extend AI-augmented design practice — using generative AI and emerging tools to support research, synthesis, ideation, and prototyping, while critically evaluating outputs against quality, ethical, privacy, and accessibility standards.
• Provide expertise, advice, and recommendations to support design-driven and AI-enabled service innovation, and build UX capacity through training, mentoring, and the adoption of design standards and tools.
• Develop and maintain effective relationships with internal and external stakeholders — from executives to front-line staff — to drive alignment, facilitate co-design, and support effective decision-making.

To be successful in this position, you will demonstrate:

• Strong communication and relationship-building skills, with the ability to influence, collaborate, and build consensus across diverse stakeholder groups.
• Advanced verbal and written communication skills, including the ability to clearly articulate the value of service design to technical, operational, and executive audiences.
• Proven ability to facilitate workshops, guide discussions, and translate complex concepts into actionable insights and recommendations.
• AI fluency — comfortable using generative AI and agentic tooling for drafting, analysis, structured retrieval, and automation, and evaluating AI output for risk, hallucination, and sensitivity.

The Job Description is provided for Further details on 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.

Qualifications

Requirements:
•    A university degree in a related field (e.g., Computer Science, Information Technology, human-computer interaction, or design), supplemented by four (4) years of progressively responsible, related experience.
•    Experience applying human-centred and service design methodologies to solve complex problems and improve digital service delivery.
•    Expertise in planning and conducting user research, analyzing qualitative and quantitative data, and translating insights into actionable recommendations.
•    Experience leading service design activities, including journey mapping, service blueprinting, co-design workshops, prototyping, and usability testing.
•    Experience developing user experience and interface design artifacts — user flows, wireframes, interactive prototypes, and high-fidelity designs — using tools such as Figma, Adobe XD, Sketch, or Axure, and building and maintaining component libraries and design systems.
•    Experience leading, coaching, and collaborating with cross-functional teams within Agile delivery environments to achieve service outcomes.
•    A cover letter clearly demonstrating relevant skills and competencies tailored to this position.

Equivalencies:
•    A related master’s degree and a minimum of two (2) years of related experience; or
•    A related two-year diploma and a minimum of six (6) years of related experience; or
•    A related one-year certificate and a minimum of seven (7) years of related experience.

Assets:
•    AI fluency – daily use of generative AI and agentic tooling to build AI-augmented design routines.