Are you passionate about creating outstanding service experiences? As a Senior Service Designer with the City of Edmonton, you'll be instrumental in ensuring Edmontonians receive the high-quality municipal services they expect.This is a chance to lead complex service design initiatives, applying your expertise in service design, design thinking, and user experience (UX) design. You'll conduct in-depth user research, facilitate collaborative design processes, and develop key deliverables like service blueprints, journey maps, and prototypes. Your work will directly influence how citizens interact with City services, both digitally and in person, making a significant impact on our operations. In this role, you'll work autonomously, influencing and mentoring junior designers and analysts.What will you do?Lead the design of complex, end-to-end service journeys that span multiple departments and channels, ensuring alignment with the City's vision and strategic objectivesDrive the development and implementation of integrated corporate-wide planning, policy, and performance processes as they relate to service design such as service design project processes or design standardsOversee and coordinate the activities of cross-functional teams involved in service design studies and implementations, providing expert guidance and mentorshipLead a selection of key digital service initiatives, playing the primary role of service designer for these projects with a focus on leading corporate level initiatives that have a positive strategic impactGuide project teams to navigate ambiguity and systemic challengesConduct studies of organizational structures, methods, systems, and procedures to identify strategic opportunities for greater efficiency and effectiveness across the corporationAnalyze, synthesize, and clearly explain complex evidence from large data sets, user research, and policy analysis to inform strategic service design decisionsApply advanced analytical techniques,



including operations research and statistical modeling, to optimize service delivery models and predict future trendsDirect and conduct ongoing primary and secondary research, interpret complex data, and develop high-level briefings and recommendations for senior leadershipImplement iterative design and agile methods across teams or the wider organization for service development or improvementGuide the prototyping of complex ideas at any level of detail, helping teams quickly adapt to changing needsCreate and champion new design patterns and components that support the organization's design system and strategic goals. Design patterns are reusable solutions to common design problemsOther related responsibilitiesQualificationsA university degree in business administration, public administration, or a related field (e.G., Human-Computer Interaction, Service Design, Strategic Design, Industrial Engineering, Information Systems)A minimum of five (5) years of progressively responsible experience in a combination of: strategic and operational business planning and project management with a significant focus on service design or large-scale process improvementSkills required for successExtensive knowledge of strategic and operational business planning, including its application in service designStrong knowledge of performance measurement strategies and tools for large-scale service deliveryDeep understanding of corporate priorities, strategies, and reporting processesAdvanced knowledge of research methodologies, including complex data collection, analysis, and strategic presentationExpertise in project and process management, with strong ability to gather,



synthesize, and analyze complex data for strategic outcomesProficiency in analytics and data intelligence to support strategic service design decisionsExceptional ability to communicate complex ideas effectively, both verbally and in writingProven skill in leading integrated, interdisciplinary teams for cooperative strategy and service innovationDemonstrated ability to integrate strategic planning into operational design practicesExpert proficiency in core service design competencies: communication, inclusive design, strategic design, collaboration, evidence-based design, and iterative designAlignment to our Cultural Commitments and Leadership Competencies ( https://bit.Ly/4brRrXm )Embracing a culture of equity, diversity, reconciliation and inclusionWork EnvironmentNote: This position may be eligible for a hybrid work arrangement with the flexibility to work from both home and the worksite as per the Letter of Understanding between the City of Edmonton and Civic Service Union 52.The weekly hours of work for this position are currently under review and may change at a future time. Any changes will be made in accordance with the City of Edmonton/Civic Service Union 52 collective agreement and the incumbent will be notified in advance.Applicants may be testedThe City of Edmonton values applicants with a diverse range of skills, experiences and competencies, and encourages you to apply. We strive to provide reasonable access and accommodations throughout the recruitment process. To request an accommodation, please contact [email protected]. Learn more about our benefits ( https://bit.Ly/COEbenefits ).Up to 1 permanent full-time positionHours of Work33.75 hours per weekSalary Range$51,611–$65,218 (Hourly); $90,925.68–$114,897.81 (Annually)Recruitment ConsultantRD/SBEdmonton rests in the heart of Treaty Six territory in Alberta and the homelands of the Metis Nation.#J-18808-Ljbffr

📌 Senior Service Designer - C$90,925.7 - C$114,897.8 A Year (Toronto)
🏢 City of Edmonton
📍 Toronto