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Service Designer – SeniorUpstaff • Edmonton (Central Londonderry), AB, ca
Service Designer – Senior

Service Designer – Senior

Upstaff • Edmonton (Central Londonderry), AB, ca
3 days ago
Job type
  • Full-time
Job description
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)


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Service Designer – Senior • Edmonton (Central Londonderry), AB, ca

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