Service Design Specialist

Are you passionate about creating outstanding service experiences? As a Service Design Specialist, you'll team up with project partners to bring your expertise in service design, design thinking, and user experience design to help deliver those services.

This position will be accountable to conduct user research, facilitate collaborative design processes, creating service blueprints, journey maps, and prototypes. This work has a significant impact on departmental and branch operations, directly influencing how Edmontonians access and interact with City services.

What will you do?

• Support the development of service design project plans; works collaboratively with cross-functional teams to deliver on development, design and continuous improvement of services
• Identify and document functional and non-functional business requirements to support the delivery of digital services
• Provide advice, coaching, and informal training to project teams on the application of service design tools and methods
• Plan and lead workshops with business areas
• Create journey maps and service blueprints to visualize the end-to-end service experience, identifying pain points and opportunities for service improvement
• Develop prototypes, which may include digital interfaces, physical-space mockups, communication materials, or process changes
• Create future state blueprints that detail how people, processes, and systems will interact
• Plan and conduct qualitative and quantitative user research, including interviews, contextual inquiries, surveys, and usability tests
• Work with business areas and Business Intelligence & Analytics section to use existing data, analytics and software to support the enhancement of services
• Distill data and research into clear insights and recommendations that guide decisions across project teams
• Leverage visualization or other storytelling techniques to make insights accessible to the intended audience
• Present research findings to project team members, stakeholders and business areas
• Other related responsibilities
  
  
  

Qualifications:

• Bachelor degree in Design, Business Administration, Social Sciences, or a related field
• 2 years of work experience directly related to service design, user experience (UX) design, design research, or a related role where you have led the design and improvement of digital services utilizing human-centered design methods
  
  
  

Skills required for success:

• Foundational knowledge and experience in service design, human-centered design, design thinking, or user experience design is required
• Experience with qualitative and quantitative research methods is required
• Experience in market research, business analysis and public engagement is considered an asset
• Knowledge of prototyping tools and methods
• Exceptional at visualizing concepts, ideas and systems to communicate complex topics and information
• Systems thinker
• Ability to justify and communicate insights and design recommendations
• Works well in a team environment
• Independent, proactive and creative thinker
• Knowledgeable of accessibility standards and inclusive design concepts
• Experience in leading and facilitating workshops online and in person
• Excellent listening, writing and presentation skills
  
  
  

Work Environment:

• Note: This position may be eligible for a hybrid work arrangement with the flexibility to work from both home and the worksite as per the Letter of Understanding between the City of Edmonton and Civic Service Union 52.
• The weekly hours of work for this position are currently under review and may change at a future time. Any changes will be made in accordance with the City of Edmonton/Civic Service Union 52 collective agreement and the incumbent will be notified in advance.
• Alignment to our Cultural Commitments and Leadership Competencies ( https://bit.ly/4brRrXm )
• Embracing a culture of equity, diversity, reconciliation and inclusion
• Applicants may be tested
  
  
  

The City of Edmonton values applicants with a diverse range of skills, experiences and competencies, and encourages you to apply. We strive to provide reasonable access and accommodations throughout the recruitment process. To request an accommodation, please contact [email protected] . Learn more about our benefits https://bit.ly/COEbenefits .

Up to 1 temporary full-time position for up to 18 months in accordance with Article 18.02 of the Collective Agreement

Hours of Work: 40 hours per week

Salary Range: $38.908 - $48.609 (Hourly); $81,239.90 - $101,495.59 (Annually)

Salary ranges are in the process of being updated in accordance with the recently ratified collective agreement between the City and CSU 52 and will be forthcoming shortly.

Talent Acquisition Consultant: RD/SB

Edmonton rests in the heart of Treaty Six territory in Alberta and the homelands of the Metis Nation.