Senior Service Designer

📍 Job Overview

Job Title: Senior Service Designer

Company: City of Edmonton

Location: Edmonton, Alberta, Canada

Job Type: Permanent Full-time

Category: Service Design / Operations Strategy

Date Posted: February 11, 2026

Experience Level: 5-10 Years

Remote Status: Hybrid

🚀 Role Summary

• Lead the design of complex, end-to-end service journeys, ensuring seamless citizen interaction with municipal services across multiple departments and channels.

• Drive the development and implementation of integrated corporate-wide planning, policy, and performance processes specifically related to service design and operational efficiency.

• Oversee and mentor cross-functional teams and junior designers in the execution of service design studies and large-scale process improvement initiatives.

• Champion strategic design principles and user-centered methodologies to optimize service delivery models and enhance operational effectiveness within the City of Edmonton.

📝 Enhancement Note: This role is positioned as a senior individual contributor with significant autonomy, focusing on strategic corporate-level initiatives. The emphasis on "complex, end-to-end service journeys" and "corporate-wide planning, policy, and performance processes" indicates a need for strong strategic thinking, cross-departmental influence, and a deep understanding of public sector operations. The inclusion of "operations research" and "statistical modeling" suggests a data-driven approach to service design optimization.

📈 Primary Responsibilities

• 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 in service delivery and operational improvement.

• 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.

• Perform other related responsibilities as assigned to support the overarching goals of service excellence and operational efficiency.

📝 Enhancement Note: The responsibilities highlight a blend of strategic planning, operational analysis, and hands-on service design execution. The emphasis on leading "corporate level initiatives" and "complex, end-to-end service journeys" suggests a need for a candidate who can manage large-scale, multi-stakeholder projects. The mention of "operations research" and "statistical modeling" points towards a requirement for quantitative analytical skills beyond traditional UX research.

🎓 Skills & Qualifications

Education:

Experience:

Required Skills:

• Extensive knowledge of strategic and operational business planning, including its application in service design.

• Strong knowledge of performance measurement strategies and tools for large-scale service delivery.

• Deep understanding of corporate priorities, strategies, and reporting processes within a public sector context.

• Advanced knowledge of research methodologies, including complex data collection, analysis, and strategic presentation.

• Expertise in project and process management, with a strong ability to gather, synthesize, and analyze complex data for strategic outcomes.

• Proficiency in analytics and data intelligence to support strategic service design decisions.

• Exceptional ability to communicate complex ideas effectively, both verbally and in writing, to diverse audiences.

• Proven skill in leading integrated, interdisciplinary teams for collaborative strategy and service innovation.

• Demonstrated ability to integrate strategic planning into operational design practices.

Preferred Skills:

• Experience with operations research and statistical modeling for service optimization.

• Familiarity with public sector service delivery models and citizen engagement strategies.

• Experience in developing and implementing organizational design standards and frameworks.

• Knowledge of agile methodologies and their application in public service contexts.

• Experience in creating and managing organizational design systems and reusable design patterns.

📝 Enhancement Note: The qualifications emphasize a strong foundation in business and public administration, coupled with extensive experience in strategic planning and project management. The required skills list is comprehensive, with a particular focus on analytical capabilities, communication, and leadership of cross-functional teams. The preferred skills suggest that candidates with a deeper specialization in quantitative analysis and public sector operations will have an advantage.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Demonstrate a portfolio showcasing leadership in complex, end-to-end service design initiatives, highlighting transformation across multiple departments or channels.

• Include case studies that illustrate the application of strategic and operational business planning principles to service design challenges, with clear articulation of process improvement outcomes.

• Provide examples of how user research, data analysis (including operations research and statistical modeling), and policy analysis were synthesized to inform strategic service design decisions.

• Showcase experience in developing and implementing integrated corporate-wide planning, policy, and performance processes, with a focus on how these were adapted for service design.

Process Documentation:

• Documented experience in establishing or refining service design project processes and design standards within a large organization.

• Examples of how iterative design and agile methods were applied to service development or improvement initiatives, including process adaptation strategies.

• Evidence of creating and championing new design patterns and components that contribute to an organizational design system.

• Case studies detailing the analysis of organizational structures, methods, systems, and procedures to identify opportunities for greater efficiency and effectiveness.

📝 Enhancement Note: For a Senior Service Designer role, a robust portfolio is crucial. It should not just display design outputs but also evidence of strategic leadership, process improvement methodologies, and the ability to influence organizational change. The emphasis on "integrated corporate-wide planning" and "operations research" means the portfolio should highlight strategic impact and data-driven decision-making, not just user-facing design artifacts.

💵 Compensation & Benefits

Salary Range: $90,925.68 - $114,897.81 (Annually); $51.611 - $65.218 (Hourly)

Benefits:

• Comprehensive benefits package as per the City of Edmonton's offerings, including health, dental, and vision coverage.

• Pension plan participation through the Civic Service Union 52 (CSU 52) collective agreement.

• Paid time off, including vacation leave, sick leave, and statutory holidays.

• Professional development opportunities and support for continuous learning.

• Access to employee wellness programs and resources.

• Potential for a hybrid work arrangement, offering flexibility.

Working Hours: 33.75 hours per week. The weekly hours are subject to review and potential change in accordance with the collective agreement.

📝 Enhancement Note: The provided salary range is competitive for a senior-level role in a municipal government setting in Edmonton, Alberta. The benefits package is standard for public sector employment and should be detailed further by the employer. The mention of a hybrid work arrangement is a significant perk for work-life balance. The hours of work are slightly less than a standard 35-hour week, which is common in some public sector roles.

🎯 Team & Company Context

🏢 Company Culture

Industry: Government & Public Sector - Municipal Services. The City of Edmonton is a large, complex organization responsible for delivering a wide array of essential services to its citizens, requiring a focus on efficiency, accountability, and public good.

Company Size: Large (likely thousands of employees, given it's a major city government). This implies a structured environment with established processes, diverse departments, and opportunities for large-scale impact.

Founded: The City of Edmonton was incorporated in 1904. This long history suggests a stable organization with deep roots and established operational frameworks.

Team Structure:

• The role is within Financial and Corporate Services, suggesting a connection to strategic planning, financial management, and corporate governance functions.

• The Senior Service Designer will likely work within or closely with a strategic planning or corporate services team, collaborating with various departmental leads and project teams.

Methodology:

• Emphasis on data-driven decision-making, utilizing operations research, statistical modeling, and complex data analysis.

• Application of strategic and operational business planning principles to service design.

• Adoption of iterative design and agile methods for service development and improvement.

• Focus on creating and maintaining organizational design systems and reusable design patterns.

• Commitment to equity, diversity, reconciliation, and inclusion in service delivery and internal practices.

Company Website: https://recruitment.edmonton.ca

📝 Enhancement Note: The City of Edmonton's public sector context means the culture will likely prioritize stability, adherence to policy, and a strong sense of public service. The "Financial and Corporate Services" department context suggests a focus on fiscal responsibility and corporate effectiveness. The explicit mention of "equity, diversity, reconciliation and inclusion" indicates a commitment to these values within the organization's operations.

📈 Career & Growth Analysis

Operations Career Level: This is a Senior role, indicating a high level of expertise and responsibility. It sits within the "Strategic Planning Analyst II" classification, suggesting a focus on strategic initiatives, complex problem-solving, and contributing to high-level planning processes within the municipal operations.

Reporting Structure: The role reports to management within Financial and Corporate Services, implying a direct line of influence on corporate strategy and operational planning. It will also involve guiding and collaborating with cross-functional teams, including junior designers and analysts.

Operations Impact: The Senior Service Designer will have a substantial impact by leading initiatives that improve the efficiency, effectiveness, and user experience of municipal services. This includes optimizing service delivery models, influencing policy, and driving digital transformation, all of which directly affect citizen satisfaction and operational performance.

Growth Opportunities:

• Specialization: Deepen expertise in specific areas of service design, operations research, or public sector innovation.

• Leadership: Transition into management roles overseeing service design teams, strategic planning departments, or innovation hubs.

• Broader Impact: Lead larger, more complex corporate-wide transformation projects, potentially influencing city-wide strategy and operations.

• Skill Development: Continuous learning in emerging design methodologies, data analytics tools, and public policy frameworks relevant to municipal service delivery.

• Mentorship: Develop junior staff and contribute to building a stronger service design capability within the City of Edmonton.

📝 Enhancement Note: This senior role offers significant opportunities for impact and career advancement within the public sector. The breadth of responsibilities, from strategic planning to hands-on design and data analysis, provides a strong foundation for growth into leadership positions or specialized expert roles within government operations.

🌐 Work Environment

Office Type: The position is based at Century Place, 12th Floor, 9803 - 102A Avenue, Edmonton T5J 3A3. This is a professional office environment within a corporate building.

Office Location(s): Century Place, Edmonton, Alberta. This location is central, suggesting accessibility via public transit and proximity to other civic facilities.

Workspace Context:

• Hybrid Arrangement: The role is eligible for a hybrid work arrangement, allowing for flexibility between working from home and the office. This requires strong self-management and communication skills.

• Collaborative Environment: The role necessitates significant collaboration with cross-functional teams, requiring strong interpersonal skills and the ability to work effectively in diverse group settings, both in-person and virtually.

• Tools & Technology: Access to standard office technology, likely including advanced design software, data analysis tools, and collaboration platforms.

Work Schedule: 33.75 hours per week, with potential for review and change. The schedule is generally within standard business hours but may offer some flexibility depending on project needs and team agreements, consistent with the hybrid arrangement.

📝 Enhancement Note: The hybrid work model is a key feature of this role, catering to modern work preferences while maintaining the benefits of in-person collaboration essential for service design and strategic planning. The office location is a standard corporate setting, typical for municipal government.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: Review of application, resume, and cover letter for alignment with qualifications and experience.

• Assessment/Testing: Potential for skills-based assessments or case studies related to service design, strategic planning, or data analysis.

• First Interview: Typically with the hiring manager and potentially a senior team member to assess experience, technical skills, and cultural fit. Expect questions on past projects, problem-solving approaches, and understanding of service design principles.

• Second Interview/Panel: May involve a broader panel including stakeholders from different departments or senior leadership to evaluate strategic thinking, collaboration skills, and impact potential. This stage might include a presentation of a portfolio or a detailed case study.

• Final Interview: Potentially with a director or executive for final approval.

Portfolio Review Tips:

• Showcase Strategic Impact: Highlight projects where your service design work led to significant operational improvements, cost savings, or enhanced citizen satisfaction. Quantify results using metrics where possible.

• Demonstrate Process & Methodology: Clearly articulate your design process, including user research, journey mapping, service blueprinting, prototyping, and iterative testing. Explain how you adapted methodologies to specific project needs and organizational context.

• Highlight Collaboration: Include examples of how you successfully collaborated with diverse, cross-functional teams, managed stakeholders, and influenced decision-making.

• Detail Data Analysis: If possible, showcase projects where you used data analysis, operations research, or statistical modeling to inform design decisions or measure impact.

• Tailor to the Role: Emphasize projects that align with municipal service delivery, public sector challenges, or large-scale process improvement initiatives.

Challenge Preparation:

• Case Study: Be prepared to walk through a complex service design project from your portfolio, explaining the problem, your approach, the challenges, your solutions, and the outcomes. Focus on the strategic and operational impact.

• Scenario-Based Questions: Anticipate questions about how you would approach specific service design challenges within a municipal context (e.g., improving a complex permit application process, redesigning a citizen feedback system).

• Strategic Thinking: Prepare to discuss your understanding of strategic planning, operational efficiency, and how service design contributes to these broader organizational goals.

• Data Interpretation: Be ready to discuss how you would analyze data (e.g., citizen feedback, operational metrics) to identify service improvement opportunities.

📝 Enhancement Note: The interview process for a senior role in a public sector organization like the City of Edmonton will likely be thorough and may include practical assessments. A strong portfolio that clearly articulates strategic impact, process, and collaborative success is paramount. Preparing case studies that demonstrate data-driven decision-making and operational improvement will be key.

🛠 Tools & Technology Stack

Primary Tools:

• Service Design Tools: Miro, Mural, Figma, Adobe Creative Suite (Illustrator, Photoshop), Lucidchart, Visio for diagramming and collaboration on service blueprints, journey maps, and wireframes.

• Prototyping Tools: Figma, InVision, Axure RP for creating interactive prototypes to test service concepts.

• User Research Platforms: SurveyMonkey, Typeform, UserTesting.com, or internal tools for conducting user surveys, interviews, and usability testing.

• Project Management Software: Jira, Asana, Trello, or MS Project for managing project timelines, tasks, and team workflows, especially within agile frameworks.

Analytics & Reporting:

• Data Analysis Software: Excel (advanced functions, pivot tables), potentially R, Python (for statistical modeling and operations research), Tableau, Power BI for data visualization and dashboard creation.

• CRM/Citizen Relationship Management: While not explicitly mentioned, understanding CRM principles and how citizen data is managed is beneficial.

• Business Intelligence Tools: Familiarity with BI platforms for extracting insights from operational data.

CRM & Automation:

• Digital Service Platforms: Understanding of content management systems (CMS), customer portals, and digital engagement platforms used by government organizations.

• Workflow Automation: Awareness of how business process management (BPM) tools or automation platforms can streamline service delivery, though direct expertise may not be required.

• Data Integration & APIs: Understanding of how different systems might integrate to provide a seamless service experience, even if not directly involved in implementation.

📝 Enhancement Note: While the job description emphasizes design skills, the mention of "operations research," "statistical modeling," and "complex data sets" indicates a strong need for analytical proficiency. Candidates should be comfortable with data analysis tools and the interpretation of quantitative information to drive service design decisions. Familiarity with public sector digital platforms would be an asset.

👥 Team Culture & Values

Operations Values:

• Service Excellence: A commitment to delivering high-quality, citizen-centric municipal services.

• Efficiency & Effectiveness: Driving operational improvements to optimize resource utilization and service delivery outcomes.

• Data-Driven Decision Making: Utilizing analytics, research, and evidence to inform strategic and operational choices.

• Collaboration & Inclusion: Working effectively across diverse teams and ensuring services are accessible and equitable for all citizens.

• Innovation & Continuous Improvement: Embracing new ideas, agile methodologies, and iterative design to evolve services.

• Accountability & Transparency: Upholding public trust through responsible governance and operational practices.

Collaboration Style:

• Cross-Functional Integration: Actively partnering with various City departments (e.g., transportation, parks, utilities, corporate services) to understand their operational needs and design integrated service solutions.

• Stakeholder Engagement: Building strong relationships with internal stakeholders, including senior leadership, project managers, and front-line staff, to gather insights and gain buy-in for design initiatives.

• Mentorship & Knowledge Sharing: Guiding junior designers and analysts, sharing best practices in service design, and fostering a culture of learning and continuous improvement within the team and broader organization.

• Evidence-Based Communication: Presenting findings and recommendations clearly and persuasively, backed by robust research and data analysis.

📝 Enhancement Note: The City of Edmonton's public service mission will heavily influence its operational values. Expect a culture that prioritizes public good, fiscal responsibility, and citizen engagement, alongside a growing emphasis on innovation and data-driven approaches within government operations.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Bureaucracy: Working within a large, established municipal government structure can present challenges in terms of policy adherence, procurement processes, and cross-departmental alignment.

• Systemic Complexity: Designing services that span multiple departments and legacy systems requires a deep understanding of interdependencies and the ability to manage complex organizational dynamics.

• Data Integration & Accessibility: Accessing, integrating, and analyzing diverse datasets from various City systems can be challenging, requiring strong data wrangling and analytical skills.

• Change Management: Driving adoption of new service designs and operational processes across different teams and stakeholders requires robust change management and communication strategies.

• Balancing Citizen Needs with Operational Constraints: Effectively translating citizen needs into practical, scalable, and budget-conscious service solutions within a public sector context.

Learning & Development Opportunities:

• Public Sector Innovation: Gaining deep insights into how service design and operational strategies are applied within government to address societal challenges.

• Advanced Analytics: Opportunities to hone skills in operations research, statistical modeling, and advanced data visualization to optimize public services.

• Strategic Leadership: Developing leadership capabilities through managing complex, high-impact projects and influencing corporate strategy.

• Policy & Governance: Understanding the intricacies of public policy development and its impact on service delivery and operational frameworks.

• Design System Evolution: Contributing to and expanding the City's design system, influencing future digital and service experiences.

📝 Enhancement Note: This role offers the chance to tackle significant, impactful challenges within the public sector, providing unique learning opportunities. Overcoming these challenges will require strong strategic acumen, exceptional collaboration skills, and a deep understanding of municipal operations.

💡 Interview Preparation

Strategy Questions:

• "How would you approach designing a new digital service for citizens applying for permits, considering potential integration challenges with existing departmental systems?" (Focus on process, stakeholder management, and data integration).

• "Describe a time you used data analysis or operations research to significantly improve a service or operational process. What was your methodology, and what were the results?" (Emphasize analytical skills and measurable impact).

Company & Culture Questions:

• "What interests you about working for the City of Edmonton, and how do you see your service design expertise contributing to municipal operations?" (Assess motivation and alignment with public service).

• "How would you foster collaboration between different City departments to ensure a cohesive and integrated service experience for citizens?" (Evaluate cross-functional collaboration and influence skills).

Portfolio Presentation Strategy:

• Structure for Impact: Begin with a high-level overview of the challenge and your strategic objectives. Then, detail your process, highlighting key decisions and data points. Conclude with the measurable outcomes and lessons learned.

• Quantify Results: Use metrics whenever possible to demonstrate the impact of your work (e.g., reduction in processing time, increase in citizen satisfaction scores, cost savings).

• Highlight Collaboration: Clearly articulate your role within the team and how you engaged with stakeholders, managed feedback, and facilitated consensus.

• Showcase Strategic Thinking: Explain why you made certain design choices, linking them back to broader organizational goals, operational efficiency, or policy objectives.

• Address Data & Operations: If applicable, discuss how you leveraged data, operations research, or process analysis to inform your design decisions or measure outcomes.

📝 Enhancement Note: Interview preparation should focus on demonstrating strategic thinking, data literacy, and a strong understanding of public sector service delivery. Be ready to articulate your process, quantify your impact, and showcase your ability to collaborate and influence within a complex organizational environment.

📌 Application Steps

To apply for this operations position:

• Submit your application through the City of Edmonton's recruitment portal by the closing date of February 25, 2026.

• Tailor Your Resume: Customize your resume to highlight experience in strategic planning, operational business planning, large-scale process improvement, and service design, using keywords from the job description (e.g., "service blueprints," "journey maps," "operations research," "stakeholder management").

• Curate Your Portfolio: Select 2-3 key projects that best demonstrate your leadership in complex service design, your ability to drive operational efficiency, and your experience with data-driven decision-making. Ensure each case study clearly outlines the problem, your approach, challenges, solutions, and quantifiable results.

• Prepare for Case Study Presentation: Practice articulating your portfolio projects, focusing on strategic impact, process, collaboration, and data analysis. Be ready to discuss how your work aligns with public sector goals and operational efficiency.

• Research the City: Understand the City of Edmonton's strategic goals, current initiatives, and its commitment to citizen services. Familiarize yourself with the challenges and opportunities within municipal government operations.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.