Agency / Consultancy

Service Designer


Synergy Loft Inc.

A Service Designer guides the UX and employee experience of products and services across the service journey. A Service Designer facilitates cross-functional teams integrating business objectives into the design process, and will link service performance metrics to digital capabilities, identify user needs and priorities, and recommend solutions to improve outcomes. A Service Designer also consider the impact of digital innovation in other areas of the business, including alternate delivery channels, staffing, operations, and policy.


Applies human-centered design and systems thinking to understanding and improving the end-to-end service experience.

  • Facilitates, coaches, or trains cross-functional agile delivery teams and others on the integration of human-centered design methods into work generally.
  • Works collaboratively.
  • Focuses on achieving outcomes such as measurable improvements to UX, employee experience, costs savings, or red tape reduction.
  • Analyzes UX experience and employee experience across channels (mobile, web, social media, phone, face-to-face, print, mail, etc.) and identifies gaps, opportunities, and solutions.
  • Leads on service design deliverables such as user research, co-design workshops, prototype design and testing, journey map and service blueprint development, process mapping, service prototyping, usability testing, and service performance analysis and reporting.
  • Ensures projects move forward at pace, synchronized to an agile delivery approach.
  • Translates from big-picture overall view of the end-to-end service journey to specific needs, opportunities, solutions, and metrics.
  • Helps teams integrate specific design and development work into overall service experience and measure results.
  • Leads, plans, and determines logistics for behavioral field research and co-design workshops to understand user and business needs, goals, priorities and opportunities.
  • Establishes shared ownership of solutions, aligns interests, and eases change by working alongside program teams from executives to front-line staff in the co-design and co-delivery of new processes and policy.
  • Plans and implements integration of the new solution with current service operations, including areas such as impacts and migration for service delivery, policy innovation, change management and organizational culture.
  • Other responsibilities as required or requested.


  • Experience using human-centered design approach (UX, customer experience, service design, interaction design, etc.).
  • Experience planning, conducting and analyzing behavioral/ethnographic field research to understand user, employee, and government needs and goals.
  • Experience analyzing research data and presenting findings in diverse ways.
  • Experience with prototypes in different media across digital and physical channels.
  • Experience moving through projects shifting focus from small details to understanding the whole system and the relationship between them.
  • Experience using advanced oral and verbal communication skills with staff at all levels of an organization to address the value of service design.
  • Experience creating journey maps and service blueprints or other visual representations of user needs.
  • Experience facilitating and leading co-design workshops
  • University degree in design, psychology, human factors, human-computer interaction, library science or four (4) years of experience as a Service Designer.
  • Experience working with digital services (services including a significant digital component; may include other channels).
  • Experience facilitating, coaching and mentoring small and cross-functional teams in service design.
  • Experience creating service metrics and measures.
  • Experience working with organizational change for service implementation (policy, staffing, etc.).
  • Experience leading small and cross-functional teams to enable delivery of services.
  • Experience working in the public sector.
  • Experience working with large organizations.
Edmonton, AB, Canada
Agency / Consultancy
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