Senior Service Designer

Position summary

Reporting to the Manager, Business Transformation & Service Innovation, 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 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.

As a service focused leader, the Senior Service Designer works collaboratively with campus partners in the Student Service Centre, Office of the Registrar, Colleges, Faculties, Centres of Expertise, Dean of Students, University of Alberta International, Faculty of Graduate Studies and Research, Students and external partners across campus to provide advice, guidance and leadership in service design, improvement and innovation. The Senior Service Designer has the ability to influence teams and stakeholders towards a unified direction to identify opportunities to improve and innovate student services and the student experience. The Senior Service Designer will also demonstrate leadership in the implementation of continuous improvement initiatives focused on the digital transformation of student services.

In all facets of this role, the Senior Service Designer endeavors to integrate and advance the University’s commitments to equity, diversity and inclusivity.

Duties

• Shape the University’s integrated student service model. Educate, influence, and mature the student-centered design culture within student service units and showcase the importance of human centred design to realize successful service outcomes.
• Supports student experience and administrative efficiencies by guiding teams through technology implementations and digital transformation initiatives.
• Develops and leads strategies to position the University of Alberta as a leader in student services and enrolment systems
• Leads multiple service design projects at various stages of their completion.
• Fosters new ideas and searches for new methods of doing things. Models a culture of curiosity, empathy, inclusion, innovation, flexibility and resilience for staff.

Minimum 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 and/or Business Analysis, 8+ years preferred
• Experience leading teams in implementing new services and improving existing services utilizing design thinking principles and methodologies
• A deep understanding of human centred-design processes and practices
• Experience in lean six sigma and continuous improvement
• 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
• Can navigate ambiguity comfortably to explore creative possibilities, and demonstrate understanding of cultural difference

Preferred Qualifications

• Certificate in Design Thinking and/or Service Design is an asset
• International Institute of Business Analysts Certification is an asset
• Experience in a post-secondary environment is highly desirable