Service Designer

About the Role

The Province’s Digital Design and Delivery Division (3D) is expanding digital service delivery to create simpler, more accessible, and human-centred experiences for Albertans. We are seeking a Service Designer to support service innovation, program review, and digital transformation initiatives across Government of Alberta ministries.

The Service Designer will work within cross-functional agile teams led by GoA product owners, contributing to the discovery, design, delivery, and evaluation of modern digital services. This role focuses on understanding user and business needs, identifying opportunities for improvement, and delivering scalable, sustainable service solutions.

Key Responsibilities

• Embed human-centred design practices into service innovation and digital transformation initiatives

• Participate in discovery, prioritization, prototyping, testing, and change management activities

• Analyze user and employee experiences across multiple service channels (digital and non-digital)

• Identify service gaps, opportunities, and improvement strategies

• Plan and deliver user and behavioral research, co-design workshops, and concept testing

• Develop service artifacts including journey maps, service blueprints, process maps, and prototypes

• Support user story mapping, backlog refinement, sprint planning, and agile delivery activities

• Conduct usability testing and service performance measurement, analysis, and reporting

• Document service outcomes related to efficiency, accessibility, and user experience

• Co-design new processes and policies with program teams to support organizational change

• Support integration of new digital solutions into existing service operations and delivery models

• Contribute to strategy development, roadmaps, and long-term service sustainability planning

Mandatory Skills & Qualifications

• Minimum 12+ years of experience in service design research and delivery

• Experience working within cross-functional product teams in Agile environments – 12+ years

Preferred Skills & Experience

• Experience planning, conducting, and reporting on qualitative field research (12+ years)

• Experience facilitating co-design workshops with service users (13+ years)

• Experience with usability testing of production or prototype systems (10+ year) Skill Matrix – Service Designer…

• Experience delivering digital services as a Service Designer within cross-functional teams (12+ years)

• Experience working in or for the public sector (7+ years)

• Experience supporting change management, policy, or organizational transformation initiatives (8+ years)

• Experience on projects comparable in size and complexity to large-scale government digital transformation programs (8+ years)

Work Arrangement & Logistics

• Primarily remote; periodic in-person sessions in Alberta may be required with notice

• Some travel within Alberta may be needed for field research and user interviews

• Travel for user research may be coordinated by the Province when possible

• Work location and arrangement may be adjusted by the Province with reasonable notice

Security & Compliance

• Criminal Record Check required upon request

• Enhanced Security Clearance may be required depending on ministry assignment

• Candidates must be eligible for higher-level security clearances if required

• Mandatory training includes POPA, ATIA, Cybersecurity, Information Management, and Respect in the Workplace