Senior Service Designer Job Listing at City of Edmonton in Edmonton, AB (Job ID 53008)

Description

Are you passionate about creating outstanding service experiences? As a Senior Service Designer with the City of Edmonton, you'll be instrumental in ensuring Edmontonians receive the high-quality municipal services they expect.

This is a chance to lead complex service design initiatives, applying your expertise in service design, design thinking, and user experience (UX) design. You'll conduct in-depth user research, facilitate collaborative design processes, and develop key deliverables like service blueprints, journey maps, and prototypes. Your work will directly influence how citizens interact with City services, both digitally and in person, making a significant impact on our operations. In this role, you'll work autonomously, influencing and mentoring junior designers and analysts.

What will you do?

• Lead the design of complex, end-to-end service journeys that span multiple departments and channels, ensuring alignment with the City's vision and strategic objectives
• Drive the development and implementation of integrated corporate-wide planning, policy, and performance processes as they relate to service design such as service design project processes or design standards
• Oversee and coordinate the activities of cross-functional teams involved in service design studies and implementations, providing expert guidance and mentorship
• Lead a selection of key digital service initiatives, playing the primary role of service designer for these projects with a focus on leading corporate level initiatives that have a positive strategic impact
• Guide project teams to navigate ambiguity and systemic challenges
• Conduct studies of organizational structures, methods, systems, and procedures to identify strategic opportunities for greater efficiency and effectiveness across the corporation
• Analyze, synthesize, and clearly explain complex evidence from large data sets, user research, and policy analysis to inform strategic service design decisions
• Apply advanced analytical techniques, including operations research and statistical modeling, to optimize service delivery models and predict future trends
• Direct and conduct ongoing primary and secondary research, interpret complex data, and develop high-level briefings and recommendations for senior leadership
• Implement iterative design and agile methods across teams or the wider organization for service development or improvement
• Guide the prototyping of complex ideas at any level of detail, helping teams quickly adapt to changing needs
• Create and champion new design patterns and components that support the organization's design system and strategic goals. Design patterns are reusable solutions to common design problems
• Other related responsibilities