Senior Service Designer

Tri-global Solutions Group Inc.; Edmonton; Hybrid; CAD 124,000 - 165,000; Full time

Job summary

Tri-global Solutions Group Inc. is seeking seventeen Senior Service Designers to join our Service Delivery team at Digital Design and Delivery (GoA). The role supports government projects across ministries, with remote work within Canada and possible Edmonton meetings.

The engagement is a 12-month contract with two 12-month extensions, 7.25 hours daily, and a CAD 90–120/hour rate. Applicants need 3+ years public sector experience and 2+ years in agile teams.

Qualifications

• Experience with service design research and outputs (2+ years).
• Experience working in or for the public sector (3+ years).
• Experience working within a cross-functional product team in an Agile environment (2+ years).

Responsibilities

• Review, discovery, prioritization, prototyping, evaluation and change management for program review and digital transformation projects.
• Plan and deliver user research, co-design workshops, prototype design and testing, usability testing, journey maps and service blueprints.
• Collaborate with program teams to integrate design and development work into the overall service experience and measurement of results.

Skills

Service design

Public sector experience

Agile teamwork

Job description

SENIOR SERVICE DESIGNERS (17 RESOURCES REQUIRED)

Attention: A minimum of 3 years of experience working in or for the public sector is required.

Requisition #: R26-3503 (GOAPRDJP00000925)

Location: Remote (within Canada)

Engagement Type: Contract

Number of Resources required: 17

Rate (CAD): $90 – $120 per hour / Commensurate with related experience and market competitiveness

Term: 12 months (2026-06-22 to 2027-06-30) with two 12 month extensions available (up to 36-month contract)

Hours per day: 7.25

Security Screening: Standard (Criminal Record Check)

Tri-global Solutions Group Inc. is seeking seventeen (17) Senior Service Designers to join our talented Service Delivery team at Digital Design and Delivery (a division of Government of Alberta) to support various projects across the Ministries.

WORK MODEL: The successful candidate(s) will work remotely; however, may be required to attend meetings or work sessions in Edmonton, AB on reasonable notice provided by the Client (onsite attendance unlikely for out-of-province contractors). Work must be done from within Canada, due to network and data security policies. Applicants must be authorized to work in Canada to apply (Canadian Citizen or Permanent Resident). Standard Hours of work are 08:00 – 16:30 Alberta time, Monday through Friday excluding observed holidays.

Thank you.

PROJECT OVERVIEW

The Government of Alberta (GoA) has embarked on transforming the work of government to deliver simpler, more efficient, and better services for the citizens of Alberta, thereby ensuring that the needs of Albertans are effectively met in the digital age. The Province has a strategic role within government to drive efficiencies, innovation and modernization. The Digital Design and Delivery Division (DDD) is the Province’s new 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. DDD works in partnership with GoA ministries to deliver programs that better serve Albertans.

Tri-global requires up to seventeen (17) Service Designers to work with DDD on service innovation, program review and digital transformation projects across the GoA. The Service Designer(s) will work as part of cross-functional program review or product delivery teams. These teams, led by GoA product owners and DDD work collaboratively, and collectively participate in a full range of activities including field research, 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(s) will be responsible for activities such as review, discovery, prioritization, prototyping, evaluation, and change management for program review and digital transformation projects.

DESCRIPTION OF SERVICES

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.

MANDATORY SKILLS

• Experience with service design research and outputs. (2 years+)
• Experience working in or for the public sector. (3 years+)
• Experience working within a cross-functional product team in an Agile environment. (2 years+)

OTHER MANDATORY REQUIREMENT

Candidates must include a personal portfolio of work of their work (Maximum 10 MB). The portfolio must include work samples with brief annotations explaining the work. The portfolio must be uploaded as an attachment to the Resume. ATTENTION: A link to an online portfolio will NOT be considered.

DESIRABLE / NICE TO HAVE SKILLS

• Experience planning, conducting, and analyzing findings from, creating representations of and reporting on qualitative field research. (2 years+)
• Experience planning, conducting, and analyzing findings from, creating representations of, and reporting on co-design workshops with service users. (3 years+)
• Experience planning, observing, analyzing, and reporting on usability testing of production or prototype systems. (1 years+)
• Experience working as a Service Designer in a cross-functional team to deliver a digital service, including concept testing and service prototyping. (2 years+)
• Experience working with change management, policy changes, staffing changes, or other organizational change as part of service transformation and implementation. (2 years+)
• Experience working within digital transformation initiatives at the Government of Alberta. (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. (2 years+)

NOT FOR YOU?

We thank all candidates in advance. Only candidates selected for an interview will be contacted.

WHY WORK WITH TRI-GLOBAL?

• Empower positive change by enabling our clients to revolutionize innovation and technology, elevating them to a higher level of excellence and efficiency.
• Join an exceptional and committed team that redefines the landscape, forging a distinctive path towards success.
• Engage in stimulating and captivating projects that push boundaries and keep you constantly motivated.