Senior Service Designer

Whopper Technologies; Vancouver; Remote; CAD 80,000 - 100,000; Full time

Job summary

A leading digital transformation firm is seeking a Senior UX Service Designer to enhance service innovation through collaboration and human-centered design. The role involves field research, prototyping, and usability testing within cross-functional teams. Candidates should have experience in service design, teamwork in an Agile environment, and a strong focus on user needs. This position offers a dynamic setting for impactful digital transformation projects.

Qualifications

• Experience with service design research and outputs.
• Experience working within a cross-functional product team in an Agile environment.
• Experience planning, conducting, and analyzing qualitative field research.

Responsibilities

• Integrate human-centered design methods into projects.
• Conduct analysis of user and employee experiences across channels.
• Develop journey maps and service blueprints.

Skills

Service design research

Agile environment

Qualitative field research

Co-design workshops

Usability testing

Change management

Job description

Job Title : Senior UX Service Designer

Location : Canada, Remote (onsite in Edmonton, i.e. quarterly)

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 3D (Digital Design and Delivery Division) on service innovation, program review and digital transformation projects. The Service Designer will work as part of cross-functional program review or product delivery teams. These teams, led by client 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(s) will be responsible for activities such as review, discovery, prioritization, prototyping, evaluation, and change management for program review and digital transformation projects.

Responsibilities :

• 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 client 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.

Responsibilities :

Experience with service design research and outputs.

Experience working within a cross-functional product team in an Agile environment

Experience planning, conducting, and analyzing findings from, creating representations of and reporting on qualitative field research.

Experience planning, conducting, and analyzing findings from, creating representations of, and reporting on co-design workshops with service users.

Experience planning, observing, analyzing, and reporting on usability testing of production or prototype systems.

Experience working as a Service Designer in a cross-functional team to deliver a digital service, including concept testing and service prototyping.

Experience working with change management, policy changes, staffing changes, or other organizational change as part of service transformation and implementation.

Working as a Service Designer on a project comparable in size and complexity to the service innovation, program review, and / or digital transformation projects.

Mindtris, a minority women-owned enterprise, is at the forefront of digital transformation, technology excellence, and business growth solutions. Specializing in talent mobilization and innovation, we are dedicated to enhancing customer experiences across diverse sectors such as Information Technology, Telecommunications, Healthcare, Engineering, and the Public sector. With a focus on deploying top-tier talent and fostering innovation, we empower businesses to thrive and excel in a rapidly evolving digital landscape, helping them reach new heights of success.

Mindtris is committed to fostering workforce diversity and is proud to be an equal opportunity employer.

Mindtris, a minority women-owned enterprise, is at the forefront of digital transformation, technology excellence, and business growth solutions. Specializing in talent mobilization and innovation, we are dedicated to enhancing customer experiences across diverse sectors such as Information Technology, Telecommunications, Healthcare, Engineering, and the Public sector. With a focus on deploying top-tier talent and fostering innovation, we empower businesses to thrive and excel in a rapidly evolving digital landscape, helping them reach new heights of success.

Mindtris is committed to fostering workforce diversity and is proud to be an equal opportunity employer.