Senior Service Designer

Please send your resume at if you are interested in this 6-month contract (01/19/2026 to 06/06/2026) contract role. Please feel free to forward if you are not interested. This is with Govt of Alberta.

Senior Service Designer - (GOAPRDJP

Work Status:
Remote - The Service Designer will primarily work remotely; however, the Service Designer is expected to attend meetings or work sessions often (i.e. quarterly) in Alberta on reasonable notice from the province

Location:
9888 JASPER AVE, Edmonton, Alberta T5J 5C6

NOTE:
Some travel within Alberta may be required to conduct field research and user interviews. The Province will make arrangements for travel for field research and user interview purposes where possible at no cost to the province

Must Have: Work Experience

• 2 years experience with service design research and outputs.
• 2 years experience working within a cross-functional product team in an Agile environment

OTHER MANDATORY REQUIREMENTS

The Response must include a personal portfolio of work of the proposed resource. The portfolio must include work samples with brief annotations explaining the work.

THE PORTFOLIO MUST BE UPLOADED AS AN ATTACHMENT TO 'OTHER DOCUMENTS'. A link to an on-line portfolio will not be considered.

Nice to have: Work Experience

• 2 years experience planning, conducting, and analyzing findings from, creating representations of and reporting on qualitative field research.
• 3 years experience planning, conducting, and analyzing findings from, creating representations of, and reporting on co-design workshops with service users.
• 1 years experience planning, observing, analyzing, and reporting on usability testing of production or prototype systems.
• 2 years experience working as a Service Designer in a cross-functional team to deliver a digital service, including concept testing and service prototyping.
• 3 years experience working in or for the public sector.
• 2 years experience working with change management, policy changes, staffing changes, or other organizational change as part of service transformation and implementation.
• 2 years working as a Service Designer on a project comparable in size and complexity to the service innovation, program review, and/or digital transformation projects such as the GoA.

Description

The Province has a strategic role within government to drive efficiencies, innovation and modernization. As part of this role, the Province is expanding the GoA's digital delivery of services with the view of simplifying and providing better user experiences with interactions with the GoA. The Digital Design and Delivery Division ("3D"), is the Province's centre for digital delivery. It was established to maximize capability and confidence in modern digital practice by ensuring service quality and value through standards and controls. This includes utilizing human-centred design approaches together with agile methodology and modern data practices 3D works in partnership with GoA ministries to deliver programs that better serve Albertans.

The Province requires a Service Designer to work with 3D on service innovation, program review and digital transformation projects across the GoA. The Service Designer will work as part of cross-functional program review or product delivery teams. These teams, led by GoA product owners and 3D work collaboratively and collectively participate in a full range of activities including: field research, user story creation, backlog definition and refinement, and sprint planning and execution. Digital transformation projects review the current state of services, identify future opportunities, and then deliver new services that are efficient, effective and affordable.

The Service Designer will be responsible for activities such as review, discovery, prioritization, prototyping, evaluation, and change management for program review and digital transformation projects.

Deliverables

Services and project deliverables should evolve as the work progresses, in response to emerging user and business needs, as well as design and technical opportunities. However, the following must be delivered (iteratively) over the course of the project:

• Integration of human-centred design methods into program review and digital transformation projects.
• Analysis and documentation of project outcomes such as whether there is efficiency in use for staff and easy access to services for citizens.
• Analysis of user and employee experience across channels (mobile, web, social media, phone, face-to-face, print, mail, etc.) and identification of gaps, opportunities, and solutions.
• Based on user and GoA needs, goals, priorities, and opportunities, a plan for and delivery of:
• user and behavioral field research;
• co-design workshops;
• prototype design and testing;
• concept testing
• journey map and service blueprint development;
• process mapping;
• service prototyping;
• user story mapping and creation
• usability testing;
• service performance measurement, analysis, and reporting; and
• strategy and roadmap documents or diagrams.
• A depiction of the overall end-to-end service journey and specific needs, opportunities, solutions, and metrics.
• A plan for the integration of specific design and development work into the overall service experience and measurement of results.
• Co-design and development with program teams (executives and front-line staff) of new processes and policies to effect change management.
• A plan for the integration of new solutions into current service operations by examining areas such as the impacts of the migration of service delivery, policy innovation, change management, and organizational design and culture.

Evaluation

The evaluation criteria will be distributed within the following categories. Subject to the requirements of Protection of Privacy Act (POPA) and Access to Information Act (ATIA), the evaluation of Responses shall be confidential, and not released to any party.

1. Qualifications - 10%
2. Other Mandatory Requirements - 50%
3. Interview - 30%
4. Pricing - 10%

Anticipated interview Dates:

• Interviews are expected to happen (Jan

ALL REQUIRED EXPERIENCE MUST BE DESCRIBED IN RESUME UNDER THE JOB/PROJECT WHERE EXPERIENCE WAS ATTAINED.

EACH JOB/PROJECT MUST CONTAIN THE TERM OF THE JOB/PROJECT IN THE FORMAT MMM/YYYY to MMM/YYYY.