Senior Service Designer   

Are you passionate about creating outstanding service experiences? As a Senior Service Designer with the City of Edmonton, you’ll be instrumental in ensuring Edmontonians receive the high-quality municipal services they expect.

This is a chance to lead complex service design initiatives, applying your expertise in service design, design thinking, and user experience (UX) design. You’ll conduct in-depth user research, facilitate collaborative design processes, and develop key deliverables like service blueprints, journey maps, and prototypes. Your work will directly influence how citizens interact with City services, both digitally and in person, making a significant impact on our operations. In this role, you’ll work autonomously, influencing and mentoring junior designers and analysts.

What will you do?

• Lead the design of complex, end-to-end service journeys that span multiple departments and channels, ensuring alignment with the City’s vision and strategic objectives
• Drive the development and implementation of integrated corporate-wide planning, policy, and performance processes as they relate to service design such as service design project processes or design standards
• Oversee and coordinate the activities of cross-functional teams involved in service design studies and implementations, providing expert guidance and mentorship
• Lead a selection of key digital service initiatives, playing the primary role of service designer for these projects with a focus on leading corporate level initiatives that have a positive strategic impact
• Guide project teams to navigate ambiguity and systemic challenges
• Conduct studies of organizational structures, methods, systems, and procedures to identify strategic opportunities for greater efficiency and effectiveness across the corporation
• Analyze, synthesize, and clearly explain complex evidence from large data sets, user research, and policy analysis to inform strategic service design decisions
• Apply advanced analytical techniques, including operations research and statistical modeling, to optimize service delivery models and predict future trends
• Direct and conduct ongoing primary and secondary research, interpret complex data, and develop high-level briefings and recommendations for senior leadership
• Implement iterative design and agile methods across teams or the wider organization for service development or improvement
• Guide the prototyping of complex ideas at any level of detail, helping teams quickly adapt to changing needs
• Create and champion new design patterns and components that support the organization’s design system and strategic goals. Design patterns are reusable solutions to common design problems
• Other related responsibilities

:

• A university degree in business administration, public administration, or a related field (e.g., Human-Computer Interaction, Service Design, Strategic Design, Industrial Engineering, Information Systems)
• A minimum of five (5) years of progressively responsible experience in a combination of: strategic and operational business planning and project management with a significant focus on service design or large-scale process improvement

Skills required for success:

• Extensive knowledge of strategic and operational business planning, including its application in service design
• Strong knowledge of performance measurement strategies and tools for large-scale service delivery
• Deep understanding of corporate priorities, strategies, and reporting processes
• Advanced knowledge of research methodologies, including complex data collection, analysis, and strategic presentation
• Expertise in project and process management, with strong ability to gather, synthesize, and analyze complex data for strategic outcomes
• Proficiency in analytics and data intelligence to support strategic service design decisions
• Exceptional ability to communicate complex ideas effectively, both verbally and in writing
• Proven skill in leading integrated, interdisciplinary teams for collaborative strategy and service innovation
• Demonstrated ability to integrate strategic planning into operational design practices
• Expert proficiency in core service design competencies: communication, inclusive design, strategic design, collaboration, evidence-based design, and iterative design