Senior Service Designer - Remote / TelecommuteCynet systems Inc • Edmonton, Division No. 11, CA

Senior Service Designer - Remote / Telecommute

Cynet systems Inc • Edmonton, Division No. 11, CA

13 days ago

Job type

Full-time

Remote

Job description

Job Description

The Senior Service Designer will lead human-centered design activities across service innovation, program review, and digital transformation initiatives.
This role focuses on improving citizen and employee experiences through research, co-design, service prototyping, and the development of future-state service models.

Requirement / Must Have

Experience with service design research and outputs.

Experience working within a cross-functional product team in an Agile environment.

Experience working within digital transformation initiatives.

Experience

Service design research and outputs.

Cross-functional product team experience in an Agile environment.

Responsibilities

Integrate human-centered design methods into program review and digital transformation projects.

Analyze and document project outcomes, including service efficiency and citizen accessibility.

Analyze user and employee experiences across channels including mobile, web, social media, phone, face-to-face, and print.

Identify gaps, opportunities, and solutions across the end-to-end service journey.

Plan and deliver user and behavioral field research, co-design workshops, and usability testing.

Develop and maintain journey maps, service blueprints, and process maps.

Conduct prototype design, service prototyping, concept testing, and user story mapping.

Measure, analyze, and report on service performance.

Create strategy and roadmap documents and visual diagrams.

Define and depict the end-to-end service journey including needs, opportunities, solutions, and performance metrics.

Plan and manage the integration of design and development activities into the overall service experience.

Co-design new processes and policies with program teams to support change management.

Support the integration of new solutions into current service operations, including organizational and cultural impacts.

Complete all required mandatory training including privacy, information management, and workplace conduct standards.

Should Have

Experience conducting and analyzing qualitative field research.

Experience facilitating and reporting on co-design workshops with service users.

Experience planning, observing, and reporting on usability testing of production or prototype systems.

Experience delivering digital services in cross-functional teams using service design and prototyping.

Experience working in or for the public sector.

Experience supporting change management, policy, staffing, or organizational change initiatives.

Experience working on projects of similar size and complexity to large service innovation or digital transformation initiatives.

Skills

Human-centered and service design methodologies.

User research, usability testing, and service prototyping.

Journey mapping, service blueprinting, and process mapping.

Agile and cross-functional collaboration.

Change management and service transformation.

Documentation, reporting, and stakeholder communication.

Qualification And Education

Relevant degree or equivalent experience in design, user experience, service design, or a related field.

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Senior Service Designer Remote Telecommute • Edmonton, Division No. 11, CA

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