Manager, Service Experience

Edmonton; Edmonton; Hybrid; CAD 124,000 - 155,000; Full time

Benefits offered by this job

Hybrid work arrangement

Municipal benefits

Job summary

The City of Edmonton is seeking a Manager of Service Experience to lead service design and modernization within the Communications and Business Intelligence Branch. You will report to the Director of Service Design and mentor a diverse team to deliver resident-focused outcomes.

In a complex public-sector environment, you will balance strategic vision with operational realities, fiscal accountability, and ongoing staff development, driving collaboration and measurable improvements for

Qualifications

• 7+ years of progressively responsible experience managing large and complex projects.
• Experience leading multidisciplinary teams in a large, complex public sector environment.
• Experience completing large-scale service design work, including service experience and improvement initiatives.
• Combinations of education and experience will be considered.

Responsibilities

• Act as a strategic bridge across branches and corporate teams, seamlessly connecting service design initiatives with big-picture organizational strategy.
• Build a resilient, future-ready team equipped with the latest practices, competencies and tools—including AI—to drive continuous practice evolution.
• Partner with operational leaders across the city to solve complex challenges through a creative, design-thinking approach.
• Establish the team as an empowered strategic partner to internal businesses, directly supporting business outcomes.
• Drive impactful change management, communication, and engagement strategies that inspire smooth transitions, widespread adoption, and long-term success.
• Translate community insights, operational contexts, and business metrics into actionable journey maps and service blueprints, delivering sustainable, scalable, and high-impact solutions for residents
• Manage the unit budget with strategic foresight, ensuring maximum value and transparency in the stewardship of municipal resources

Skills

Leadership

Strategic thinking

Change management

Stakeholder engagement

Public sector experience

People management

Executive communication

Budget stewardship

Project management

Education

Master’s Degree in a related field

Job description

Lead high-impact change and shape organizational strategy by championing seamless, accessible public services!

As the Manager of Service Experience, you will play a pivotal leadership role within the Communications and Business Intelligence Branch, reporting directly to the Director of Service Design. Operating within a complex public sector landscape, you will balance creative problem-solving and user-focused outcomes with operational realities and fiscal accountability. You will also mentor and empower a diverse team of professionals, fostering a culture of continuous learning, collaboration, and service excellence.

You will lead service modernization efforts to ensure public offerings remain collaborative, transparent, streamlined, and forward-thinking. By championing the end-user, you will amplify the resident's voice in corporate decision-making while dismantling operational silos to deliver high-quality services for Edmontonians.

What will you do?

• Act as a strategic bridge across branches and corporate teams, seamlessly connecting service design initiatives with big-picture organizational strategy
• Build a resilient, future-ready team equipped with the latest practices, competencies and tools—including AI—to drive continuous practice evolution.
• Partner with operational leaders across the city to solve complex challenges through a creative, design-thinking approach
• Establish the team as an empowered strategic partner to internal businesses, directly supporting business outcomes.
• Drive impactful change management, communication, and engagement strategies that inspire smooth transitions, widespread adoption, and long-term success.
• Translate community insights, operational contexts, and business metrics into actionable journey maps and service blueprints, delivering sustainable, scalable, and high-impact solutions for residents
• Manage the unit budget with strategic foresight, ensuring maximum value and transparency in the stewardship of municipal resources

Qualifications

• 7+ years of progressively responsible experience managing large and complex projects
• Demonstrated management and supervisory experience leading, coaching, and developing multidisciplinary teams in a large, complex environment
• Demonstrated experience completing large-scale service design work, including service experience and improvement initiatives
• Combinations of education and experience will be considered

Assets

• Master’s Degree in a related field
• Project Management experience in a public sector environment
• Training in service design, project management, change management, and/or financial management

Skills required for success

• Exceptional systems-thinking and strategic mindset with the ability to navigate ambiguity, complex political environments, and competing priorities
• Dedication to building and leveraging a wide diversity of skills, backgrounds, and perspectives across the team to tackle multifaceted challenges
• Strong executive communication, storytelling, and facilitation skills, capable of influencing senior decision-makers and rallying diverse business partners around shared community outcomes
• Proven ability to build a respectful workplace culture through a values-based influencer approach and work collaboratively
• Proven track record of translating complex qualitative insights, quantitative data, and operational constraints into actionable, user-centric service blueprints
• Sound fiscal stewardship and business acumen to ensure modernized solutions are sustainable, measurable, and cost-effective
• Understanding of complex municipal subject matter and a proven ability to build influential relationships with internal and external partners
• Strong political acumen, strategic planning, issue resolution and decision-making skills
• Service excellence, embracing diversity and promoting inclusiveness
• Alignment to our Cultural Commitments and Leadership Competencies (https://bit.ly/4brRrXm)
• Embracing a culture of equity, diversity, reconciliation and inclusion

Conditions of Employment and Work Environment

• 1 permanent, full-time position
• Hours of Work: 36.9 hours per week, Monday - Friday. This position may be eligible for a hybrid work arrangement with the flexibility to work from both home and the worksite
• Salary: (Annually) $123,938.39 - $154,920.88
• Hire is dependent on a Criminal Information Check satisfactory to the City of Edmonton. There may be a cost associated with this requirement

The 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 [e-mail]. Learn more about our benefits https://bit.ly/COEbenefits. Talent sourced through this process may be considered for similar opportunities within the City of Edmonton.

Edmonton rests in the heart of Treaty Six territory in Alberta and the homelands of the Metis Nation

Classification Title: ML3

Posting Date: Nov 12, 2026

Closing Date: Nov 26, 2026 11:59:00 PM (ABT)

Number of Openings (up to): 1 - Permanent Full-time

Union: Management

Department: Corporate Services

Work Location(s): Century Place, 12th Floor, 9803 - 102A Avenue Edmonton T5J 3A3