Senior Service Designer

Whopper Technologies; Alberta; On-site; CAD 70,000 - 110,000; Full time

Job summary

An innovative firm is seeking a skilled Service Designer to lead digital transformation initiatives. This role involves collaborating with cross-functional teams to enhance service delivery through user-centered design methods. You will engage in activities such as field research, prototyping, and usability testing to identify gaps and develop new processes. Join a diverse team committed to empowering businesses in a rapidly evolving digital landscape, where your contributions will drive meaningful change and improve customer experiences.

Qualifications

• Experience in service design research and outputs.
• Proven track record in Agile cross-functional teams.

Responsibilities

• Integrate human-centered design methods into projects.
• Analyze project outcomes for efficiency and accessibility.

Skills

Service Design Research

Agile Methodologies

Qualitative Research Analysis

Usability Testing

Co-design Workshops

Digital Transformation

Change Management

Job description

Seniority on the skill / s required on this requirement: Senior

Estimated Duration: 12 months with possible extension of another 24 months

Work authorization: any (candidate must be authorized to work in CA)

Job Summary:

The Service Designer works with the 3D (Digital Design and Delivery Division) on service innovation, program review, and digital transformation projects. The Service Designer collaborates as part of cross-functional program review or product delivery teams, led by client product owners. These teams participate in activities such as field research, user story creation, backlog refinement, and sprint planning and execution. Digital transformation projects review current services, identify future opportunities, and deliver new services that are efficient, effective, and affordable. Responsibilities include review, discovery, prioritization, prototyping, evaluation, and change management for program review and digital transformation projects.

Responsibilities:

• Integrate human-centered design methods into program review and digital transformation projects.
• Analyze and document project outcomes related to efficiency and accessibility of services for staff and citizens.
• Assess user and employee experience across various channels (mobile, web, social media, phone, face-to-face, print, mail) to identify gaps and opportunities.
• Plan and deliver activities such as user and behavioral research, co-design workshops, prototype design and testing, journey mapping, service blueprint development, process mapping, service prototyping, user story creation, usability testing, and performance measurement.
• Create a depiction of the end-to-end service journey, including needs, opportunities, solutions, and metrics.
• Develop plans for integrating design and development work into the overall service experience and measuring results.
• Collaborate with program teams (executives and front-line staff) to co-design and develop new processes and policies for change management.
• Plan for integrating new solutions into current service operations, considering migration impacts, policy innovation, change management, and organizational culture.

Minimum Qualifications:

• Experience with service design research and outputs.
• Experience working within a cross-functional product team in an Agile environment.
• Experience conducting and analyzing qualitative field research and reporting findings.
• Experience facilitating co-design workshops with service users.
• Experience conducting usability testing of systems.
• Experience as a Service Designer delivering digital services, including prototyping and concept testing.
• Experience with organizational change related to service transformation.
• Experience working on projects of similar size and complexity.

Mindtris, a minority women-owned enterprise, specializes in digital transformation, technology excellence, and business growth solutions across various sectors. We focus on talent mobilization and innovation to enhance customer experiences and empower businesses in a rapidly evolving digital landscape. We are committed to workforce diversity and are an equal opportunity employer.