Senior Service Designer

Reporting to the Manager, Service Design, the Senior Service Designer is accountable for the development and execution of service design, improvement and innovation for student services at the University of Alberta. The Senior Service Designer guides teams and stakeholders through developing and implementing innovative solutions for creating and improving student services, expanding digital capabilities, and maturing the university’s student-centred design culture. The Senior Service Designer will use emerging trends and data to develop strong, compelling strategies for service innovation to drive growth and enhance the student experience for our diverse student population and staff.

Responsibilities
Lead teams to a unified direction for the University’s services using human-centred design principles and design thinking methodologies.
Adopts design and systems thinking to solve problems and bring cross-functional teams together to achieve broader organizational objectives.
Leads multiple service design projects at various stages of their completion.
Facilitates, coaches, and/or trains cross-functional teams and other stakeholders on the integration of student-centered design methods into their work.
Identifies continuous improvement opportunities and builds quality assurance mechanisms to transform business processes and service delivery.
Qualifications
Bachelor’s degree in Psychology, Anthropology, Sociology, Information Management, Design (e.g. interaction, graphic, visual communications, product, industrial), Human Computer Interaction (HCI), Computer Science (CS), or a related field or equivalent practical experience.
Minimum 5 years of relevant experience in Service Design, 8+ years preferred.
A deep understanding of human centred-design processes and practices.
Expertise in service blueprinting, customer journey mapping, and ecosystem modeling.
Mastery in workshop facilitation, co-design methodologies, and executive presentation/storytelling.
Experience and knowledge of change management principles, methodologies and tools.
Proven organizational change management skills.
Exceptional analytical and conceptual problem-solving skills and ability to synthesize and clearly communicate complex findings to various stakeholders.
Demonstrate the ability to build relationships, communicate, influence, advocate, and negotiate with a wide variety of stakeholders.
Possess excellent communication and interpersonal skills for leading effective teams, and are able to put forth ideas (written, verbal, and presentations) confidently to stakeholders and senior leadership.
Can navigate ambiguity comfortably to explore creative possibilities, and demonstrate understanding of cultural differences.

This position is subject to all applicable terms and conditions of the collective agreement between the Governors of the University of Alberta and the Non-Academic Staff Association (NASA).

This position offers a comprehensive benefits package.

About the Team
The Office of Strategic Transformation and Delivery (OSTAD) is the engine room for the organization’s most ambitious goals. We don’t just plan for the future; we build the roadmap to get there. Our mission is to bridge the gap between high-level vision and tangible results by driving large-scale, cross-functional initiatives that redefine how we operate. We are a team of problem-solvers, dot-connectors, and catalysts. If you thrive in high-impact environments where “the status quo” is a challenge to be met, the OSTAD is where you’ll do your best work.