Job Title: Service Designer – Senior
Job ID: GOAPRDJP00000925
Client: Government of Alberta – Technology & Innovation (DDD)
Location: Edmonton, Alberta (Remote within Canada, occasional onsite)
Job Type: Contract
Positions: 17
Duration: 1 year (Extension upto 24 months)
Job Overview
The Government of Alberta (GoA) is driving a major digital transformation initiative aimed at improving public service delivery through modern, user-centered, and digitally enabled services.
The Digital Design and Delivery Division (DDD) is seeking Senior Service Designers to support service innovation, program review, and end-to-end digital transformation initiatives across multiple government ministries.
The selected candidates will work within cross-functional Agile teams, collaborating with product owners, researchers, developers, business stakeholders, and policy teams to design, prototype, and deliver high-quality digital services for Albertans.
Key Responsibilities
Service Design & User Research
- Conduct qualitative and quantitative user research, including field studies and interviews
- Analyze end-to-end user and employee experiences across multiple service channels (web, mobile, phone, in-person, etc.)
- Identify service gaps, pain points, opportunities, and improvement areas
- Translate research findings into actionable service design insights
Service Design Delivery
- Develop journey maps, service blueprints, process maps, and user flows
- Create prototypes to test and validate service concepts
- Conduct usability testing, concept testing, and iterative design improvements
- Facilitate co-design workshops with users, stakeholders, and service teams
Agile Collaboration
- Work as part of Agile cross-functional product teams
- Participate in sprint planning, backlog refinement, and iterative delivery cycles
- Collaborate with product owners, developers, business analysts, and stakeholders
- Support end-to-end digital service delivery lifecycle
Change Management & Transformation Support
- Support change management activities related to service redesign and implementation
- Contribute to policy, process, and organizational change initiatives
- Assist in driving adoption of new digital services across departments
Documentation & Reporting
- Develop detailed service design artifacts, reports, and documentation
- Define service metrics, KPIs, and performance indicators
- Present insights, findings, and recommendations to stakeholders at all levels
- Maintain clear documentation of design decisions and service outcomes
Mandatory Qualifications
- Minimum 2 years experience in service design research and outputs
- Minimum 3 years experience working in or for the public sector
- Minimum 2 years experience working within cross-functional Agile product teams
- Bachelor’s degree in a related field or equivalent experience
Nice-to-Have Experience
- Conducting qualitative field research, interviews, and analysis
- Facilitating co-design workshops with service users and stakeholders
- Experience in usability testing of digital products or prototypes
- Service blueprinting, journey mapping, and concept testing
- Experience working on digital transformation or service modernization projects
- Experience in Government of Alberta or similar public sector environments
- Experience supporting change management initiatives within service design projects
- Large-scale enterprise or government digital transformation experience
Work Environment
- Primarily remote within Canada
- Occasional onsite meetings in Edmonton, Alberta (as required)
- Flexible Agile working environment
- May work across 2–3 concurrent projects
- Full-time engagement (approx. 1,856–1,960 hours annually)
Additional Requirements
- Must provide valid criminal background check
- Must provide own equipment (laptop, software, workspace setup)
- Must be eligible to work within Canada
- Mandatory Government of Alberta onboarding training required
- Portfolio submission is mandatory (must be attached, no links accepted)Submission Requirements
Applicants must submit:
- Updated Resume (with clear MMM/YYYY – MMM/YYYY employment dates)
- Cover Letter (if required)
- Portfolio of relevant service design work (mandatory attachment)
- Three professional references (most recent first)