Service Designer - Senior

United Software Group Inc.; Edmonton; Remote; CAD 60,000 - 100,000; Full time

Job summary

An innovative government initiative seeks skilled Service Designers to drive digital transformation in public services. This role emphasizes human-centred design and agile practices, requiring collaboration with cross-functional teams to enhance user experiences. Ideal candidates will have a strong background in service design, user research, and the ability to work independently in a remote setting. Join a mission to make public services simpler and more efficient while contributing to meaningful change in the community. If you are passionate about design and public service, this opportunity is perfect for you!

Qualifications

• 2+ years in service design research and outputs.
• Experience in cross-functional agile teams is essential.

Responsibilities

• Conduct human-centred service design activities including research and prototyping.
• Collaborate with product teams to redesign services based on user needs.

Skills

Service Design Research

Agile Methodologies

User Research

Prototyping

Journey Mapping

Change Management

Tools

Microsoft Teams

Job description

Here’s a cleaned-up and structured summary of the Service Designer opportunity with the Province, suitable for job boards, applications, or internal communication:

Service Designer – Government of Alberta (GoA)

Division: Digital Design and Delivery Division (3D)
Location: Primarily remote (occasional travel to Alberta required at E)
Term: 12 months, with potential extensions up to 24 months

Project Overview:

The Government of Alberta (GoA), through its Digital Design and Delivery Division (3D), is leading digital transformation and service modernization efforts across ministries. These efforts aim to enhance the delivery of public services by making them simpler, more user-focused, and more efficient. Up to 14 Service Designers are needed to support this transformation through human-centred design and agile practices across multiple programs.

Service Designers will contribute to program reviews and digital product development through hands-on research, design thinking, and collaboration in agile, cross-functional teams.

Scope of Work:

Service Designers will:

• Conduct human-centred service design activities including research, journey mapping, service blueprints, and prototyping.

• Collaborate with GoA product teams to redesign services based on user needs and business priorities.

• Integrate research findings into design decisions and implementation strategies.

• Create and iterate on deliverables such as:

  • Field and behavioral research

  • Co-design workshops

  • Prototype and concept testing

  • Usability testing and service metrics

  • Change management and operational integration plans

• Provide documentation and analysis on user/staff efficiency and access to services.

• Participate in the co-development of new processes and policies to support sustainable change.

Key Requirements: Mandatory:

• 2+ years of experience in service design research and outputs.

• 2+ years working in a cross-functional agile team.

• Personal portfolio with annotated samples – must be uploaded as a document (no links).

• Ability to travel within Alberta occasionally (travel arrangements provided by GoA).

• Willingness to complete mandatory training post-hire (FOIP, cybersecurity, privacy, etc.).

• Ability to pass criminal background checks and obtain security clearances (Enhanced, and possibly RCMP Top Secret).

• Equipment for remote work must be self-provided (except GoA credentials/access).

Nice to Have:

• 3+ years in user research including synthesis and insights documentation.

• Experience delivering digital services as a Service Designer in similarly complex environments.

• 2+ years integrating change management into service design projects.

• Experience using tools such as Microsoft Teams for collaboration.

• Knowledge of GoA systems or public-sector transformation experience.