Senior Service Designer

📍 Job Overview

Job Title: Senior Service Designer

Company: Government of Alberta

Location: Edmonton, Alberta, Canada

Job Type: Full-Time, Permanent

Category: Digital Design & Delivery / Service Design

Date Posted: August 05, 2026

Experience Level: 5-10 Years

Remote Status: On-site

🚀 Role Summary

• Leads human-centred service design activities to define complex problems and develop evidence-based solutions for Government of Alberta digital services.

• Drives the end-to-end user experience and interface design, ensuring accessibility and usability across all touchpoints.

• Leverages AI-augmented design practices to enhance research, ideation, and prototyping, while critically evaluating AI outputs.

• Collaborates with cross-functional teams, ministry partners, and stakeholders to build shared understanding and deliver impactful digital services.

📝 Enhancement Note: This role is positioned within the Digital Design and Delivery (DDD) Division, specifically the Product Branch, indicating a focus on practical application of service design principles to deliver tangible government services. The emphasis on AI-augmented design suggests a forward-thinking approach to service delivery.

📈 Primary Responsibilities

• Lead human-centred service design activities to define problems, identify opportunities, and develop solutions that balance user, business, policy, and operational needs, employing a systems-thinking approach.

• Spearhead the creation of essential service design deliverables, including comprehensive user research, detailed journey maps, service blueprints, process maps, prototypes, and usability testing reports.

• Drive user experience (UX) and user interface (UI) design, producing evidence-based artifacts such as sketches, user flows, wireframes, interactive prototypes, high-fidelity designs, reusable components, and design systems.

• Ensure all digital service designs adhere to Web Content Accessibility Guidelines (WCAG) and relevant web accessibility principles and best practices.

• Pioneer and extend AI-augmented design practices, utilizing generative AI and emerging tools for research synthesis, ideation, and prototyping, with a critical evaluation of outputs against quality, ethical, privacy, and accessibility standards.

• Provide expert advice and recommendations to foster design-driven and AI-enabled service innovation, while actively building UX capacity through training, mentoring, and the promotion of design standards and tools.

• Cultivate and maintain robust relationships with internal and external stakeholders, from executive leadership to front-line staff, to drive strategic alignment, facilitate co-design processes, and support informed decision-making.

📝 Enhancement Note: The responsibilities highlight a blend of strategic leadership in design thinking and tactical execution of design deliverables. The explicit mention of AI-augmented design and WCAG compliance are key indicators of the expected technical and ethical standards for this role.

🎓 Skills & Qualifications

Education:

• University degree in a related field (e.g., Computer Science, Information Technology, Human-Computer Interaction, Design).

• Equivalencies considered: related Master's degree with 2 years' experience, related 2-year diploma with 6 years' experience, or related 1-year certificate with 7 years' experience. Experience:

• A minimum of four (4) years of progressively responsible, related experience in applying human-centred and service design methodologies to complex problems and digital service delivery.

• Proven expertise in planning and conducting user research, analyzing qualitative and quantitative data, and translating insights into actionable recommendations.

• Demonstrated experience leading service design activities, including journey mapping, service blueprinting, co-design workshops, prototyping, and usability testing.

• Experience developing UX/UI design artifacts (user flows, wireframes, interactive prototypes, high-fidelity designs) using industry-standard tools.

• Experience building and maintaining component libraries and design systems.

• Experience leading, coaching, and collaborating with cross-functional teams within Agile delivery environments. Required Skills:

• Advanced human-centred service design methodologies and systems thinking.

• Proficiency in user research, data analysis (qualitative and quantitative), and insight translation.

• Expertise in UX/UI design artifact creation and prototyping tools (e.g., Figma, Adobe XD, Sketch, Axure).

• Strong communication and relationship-building skills, with the ability to influence, collaborate, and build consensus across diverse stakeholder groups.

• AI fluency: comfortable using generative AI and agentic tooling for drafting, analysis, structured retrieval, and automation, and critically evaluating AI outputs for risk, hallucination, and sensitivity. Preferred Skills:

• Daily use of generative AI and agentic tooling to build AI-augmented design routines.

• Experience with design systems and component libraries.

• Knowledge of Web Content Accessibility Guidelines (WCAG).

• Experience within a government or public sector environment.

📝 Enhancement Note: The requirement for a cover letter is a critical component. Candidates should clearly articulate how their experience aligns with service design, user research, AI fluency, and stakeholder management, providing specific examples. The preference for daily AI tool usage indicates a strong desire for candidates already integrating AI into their workflow.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Demonstrate a strong portfolio showcasing end-to-end service design projects, highlighting the problem definition, user research, design process, and implemented solutions.

• Include case studies that clearly articulate the challenges, methodologies employed, and measurable impact of your service design work, particularly in improving digital service delivery.

• Showcase examples of user research synthesis, journey maps, service blueprints, wireframes, prototypes, and final UI designs, with explanations of the rationale behind design decisions.

• Present evidence of collaboration with cross-functional teams and stakeholders, illustrating how you drove consensus and alignment throughout the design and delivery process. Process Documentation:

• Provide documentation or examples of how you have led and facilitated user research, co-design workshops, and usability testing sessions.

• Illustrate your process for translating user insights and business requirements into actionable design artifacts and specifications.

• Detail your approach to ensuring web accessibility compliance (WCAG) throughout the design and development lifecycle.

• Showcase your methodology for integrating AI-augmented design tools into your workflow, including how you critically evaluate and refine AI-generated outputs.

📝 Enhancement Note: The portfolio is crucial for this role. Candidates should focus on demonstrating their ability to apply service design principles to solve real-world problems, their proficiency with design tools, and their understanding of accessibility and AI integration. For government roles, showing impact on citizen services is highly valued.

💵 Compensation & Benefits

Salary Range: $100,407 - $132,993 per year (bi-weekly: $3,847.03 to $5,095.52)

Benefits:

• Public Service Pension Plan (PSPP): A defined benefit pension plan offering secure retirement income.

• Comprehensive Health and Dental Benefits: Coverage for medical, dental, vision, and prescription drugs.

• Professional Learning and Development: Opportunities for training, certifications, and skill enhancement relevant to service design and AI.

• Work-Life Balance: Emphasis on a positive workplace culture and sustainable work schedules.

• Paid Time Off: Generous vacation, sick leave, and statutory holidays.

• Other Government of Alberta Benefits: Including life insurance, disability insurance, and employee assistance programs.

Working Hours: 36.25 hours per week, typically Monday to Friday, 7.25 hours daily.

📝 Enhancement Note: The salary range is competitive for a Senior Service Designer role in a government setting. The benefits package is robust, particularly the Public Service Pension Plan, which is a significant draw for public sector employment. The stated working hours indicate a standard full-time schedule.

🎯 Team & Company Context

🏢 Company Culture

Industry: Government / Public Sector Technology & Innovation

Company Size: The Government of Alberta is a large public sector organization, employing thousands of individuals across various ministries and departments. The Technology and Innovation Ministry itself is substantial, with the Digital Design and Delivery (DDD) Division acting as a central hub for digital transformation.

Founded: The Government of Alberta has a long history, established in 1905. The Ministry of Technology and Innovation focuses on modernizing government services through digital means.

Team Structure:

• The Senior Service Designer will be a core member of a delivery team within the Product Branch of the Digital Design and Delivery (DDD) Division.

• Reporting to the Manager, Product and Delivery, this role involves close collaboration with Product Owners, program staff, and other delivery team members (developers, researchers, content designers, etc.).

• The DDD Division fosters a collaborative environment, partnering with various ministries to frame problems and deliver digital solutions, emphasizing cross-functional teamwork and shared objectives. Methodology:

• The Product Branch emphasizes a human-centred and evidence-based approach to service design and delivery.

• Agile delivery environments are utilized, requiring iterative development, continuous feedback, and adaptability.

• There's a strong focus on data analysis, user research, and systems thinking to ensure services meet real user needs and organizational goals.

• The integration of AI-augmented design practices signifies a commitment to leveraging emerging technologies for efficiency and innovation.

Company Website: https://www.alberta.ca/technology-and-innovation

📝 Enhancement Note: Working for the Government of Alberta means contributing to public services that impact all Albertans. The DDD division is a key player in modernizing government, offering opportunities to work on high-impact projects with a focus on user-centricity and digital transformation. The structure suggests a matrixed team environment common in Agile government digital services.

📈 Career & Growth Analysis

Operations Career Level: This is a Senior-level position, indicating a role with significant autonomy, leadership responsibilities, and the expectation of mentoring junior staff. It signifies a move beyond individual contribution to guiding strategic design initiatives and influencing departmental practices.

Reporting Structure: The role reports to the Manager, Product and Delivery, placing it within a management hierarchy focused on the successful execution of digital products and services. This structure provides clear lines of accountability and support for strategic direction.

Operations Impact: Senior Service Designers in this role have a direct impact on the efficiency, accessibility, and user satisfaction of government services. By ensuring services are designed around real needs and operational realities, they contribute to better citizen experiences, improved government efficiency, and the successful adoption of technology and innovation within the public sector. Their work directly influences how citizens interact with and perceive government.

Growth Opportunities:

• Specialization: Deepen expertise in specific areas like AI-augmented design, complex systems design, or accessibility leadership within government contexts.

• Leadership Progression: Advance into roles such as Lead Service Designer, Design Manager, or Product Branch leadership, overseeing larger teams and strategic initiatives.

• Cross-Ministry Exposure: Gain experience across various government ministries, understanding diverse policy landscapes and citizen needs, which can broaden strategic perspective.

• Skill Development: Continuous learning opportunities in emerging design trends, AI tools, and government digital standards.

📝 Enhancement Note: This role offers a clear path for career progression within public sector digital transformation. The "Senior" title implies leadership potential, and the focus on AI and advanced design methodologies provides opportunities for continuous skill development in a growing field.

🌐 Work Environment

Office Type: The position is based in Edmonton and is an on-site role. The Government of Alberta typically provides professional office environments designed for collaboration and focused work.

Office Location(s): Edmonton, Alberta. Specific office building details would likely be provided upon hiring or during the interview process.

Workspace Context:

• Expect a collaborative workspace within the Digital Design and Delivery Division, fostering interaction with other designers, product owners, developers, and ministry partners.

• Access to standard office technology, including high-speed internet, meeting rooms, and potentially specialized design software and hardware.

• Opportunities to engage with diverse teams working on various government digital initiatives, promoting knowledge sharing and cross-pollination of ideas.

Work Schedule: The standard work schedule is 36.25 hours per week, Monday to Friday. While primarily on-site, the Government of Alberta often promotes a healthy work-life balance, which may include some flexibility in daily start/end times, subject to team and operational needs.

📝 Enhancement Note: The on-site requirement in Edmonton means candidates should be prepared for a traditional office-based work environment within a large government institution. The collaborative nature of the DDD division suggests a dynamic and interactive workspace.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: Applications will be reviewed against the stated qualifications and requirements, including the cover letter.

• Competency-Based Interviews: Expect structured interviews focusing on the APS Competencies and specific examples from your experience related to service design, UX/UI, research, AI fluency, and stakeholder management.

• Portfolio Presentation/Case Study: Candidates will likely be asked to present a selection of their work, detailing a specific project that showcases their end-to-end service design process, problem-solving abilities, and impact. This is where demonstrating AI integration and accessibility considerations will be key.

• Final Interviews: May involve discussions with senior leadership or a broader panel to assess cultural fit, strategic thinking, and overall suitability for the role and the Government of Alberta.

Portfolio Review Tips:

• Curate Strategically: Select 2-3 projects that best represent your senior-level experience, showcasing complex problem-solving, end-to-end design thinking, and significant impact. Prioritize projects that align with government service delivery or digital transformation.

• Structure Your Narrative: For each project, clearly outline the problem, your role and responsibilities, the methodologies used (especially service design, research, AI), the challenges faced, your design decisions and rationale, and the measurable outcomes or impact.

• Highlight Key Skills: Explicitly demonstrate your AI fluency, human-centred design approach, accessibility considerations (WCAG), and stakeholder management skills within your project examples.

• Quantify Impact: Whenever possible, use data and metrics to demonstrate the success of your designs (e.g., improved user satisfaction, reduced task completion time, increased adoption rates, cost savings).

• Prepare for Questions: Be ready to discuss your design process in detail, your rationale for tool choices, how you handle conflicting stakeholder needs, and your approach to ethical considerations in design and AI.

Challenge Preparation:

• Be prepared for potential scenario-based questions or a small design challenge related to improving a hypothetical government service. Focus on your approach to understanding the problem, identifying users, and outlining potential solutions using service design principles.

• Practice articulating your thought process clearly and concisely, especially when discussing complex design challenges or the integration of AI tools.

📝 Enhancement Note: The emphasis on a cover letter and portfolio presentation indicates that these are critical components of the evaluation. Candidates must be prepared to articulate their experience and demonstrate their capabilities through concrete examples and a well-structured portfolio.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Prototyping: Figma, Adobe XD, Sketch, Axure (experience with at least one is required).

• Collaboration & Project Management: Tools common in Agile environments like Jira, Confluence, Trello, or similar platforms.

• AI-Augmented Design: Generative AI tools (e.g., ChatGPT, Midjourney, or specialized design AI tools) for research synthesis, ideation, content generation, and prototyping assistance.

Analytics & Reporting:

• Familiarity with user analytics platforms (e.g., Google Analytics, Adobe Analytics) to inform design decisions and measure service performance.

• Tools for data visualization and reporting to present research findings and service performance metrics. CRM & Automation:

• While not a direct CRM role, understanding how service design integrates with backend systems and user data management is beneficial. Experience with government-specific platforms or citizen relationship management systems may be an asset.

• Familiarity with workflow automation principles as they relate to service delivery processes.

📝 Enhancement Note: Proficiency in industry-standard design tools like Figma is explicitly mentioned. The strong emphasis on AI fluency means candidates should be prepared to discuss their experience with generative AI and its application in the design process.

👥 Team Culture & Values

Operations Values:

• Citizen-Centricity: A core value, ensuring all design decisions prioritize the needs and experiences of Albertans.

• Collaboration: Strong emphasis on teamwork, shared ownership, and cross-functional partnerships to achieve common goals.

• Innovation: Encouraging the adoption of new technologies, methodologies (like AI-augmented design), and creative problem-solving.

• Excellence: Commitment to high-quality design, accessibility, and effective delivery of government services.

• Integrity: Upholding public trust through ethical design practices, transparency, and responsible use of technology.

Collaboration Style:

• The team operates with a highly collaborative and iterative approach, common in Agile digital delivery environments.

• Expect regular team meetings, design critiques, co-creation sessions, and open communication channels to foster a supportive and productive work environment.

• Emphasis on constructive feedback, knowledge sharing, and collective problem-solving to achieve optimal service outcomes.

📝 Enhancement Note: The culture within the Government of Alberta's digital services division is likely to be mission-driven, focused on public service. The emphasis on collaboration and innovation suggests a dynamic environment where leveraging new tools and working effectively with diverse teams is paramount.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Public Sector Complexity: Balancing diverse stakeholder needs, policy constraints, and legacy systems within a large government organization.

• Scaling Digital Services: Designing and implementing services that can effectively serve a large and diverse population across Alberta.

• Integrating AI Ethically and Effectively: Ensuring AI-augmented design practices are used responsibly, ethically, and deliver tangible benefits without compromising user trust or accessibility.

• Driving Cultural Change: Championing human-centred design and AI adoption within a traditional public sector environment.

Learning & Development Opportunities:

• AI Specialization: Opportunities to become a leader in AI-augmented design within the Government of Alberta, potentially leading training and best practice development.

• Public Sector Digital Transformation: Gaining deep insights into the unique challenges and opportunities of digital transformation in government.

• Advanced Design Methodologies: Continuous exposure to cutting-edge service design, UX research, and digital delivery practices.

• Leadership Development: Potential pathways to lead design teams, manage projects, and influence strategic direction for digital services.

📝 Enhancement Note: This role offers the chance to tackle significant challenges in public service delivery while growing expertise in highly relevant areas like AI and large-scale digital transformation. The growth opportunities are substantial for those looking to make a broad impact.

💡 Interview Preparation

Strategy Questions:

• "Describe a complex government or public service challenge you addressed using service design. What was your process, what tools did you use (including AI), and what was the outcome?"

• "How do you balance user needs with policy constraints and operational realities when designing a government service? Provide an example."

• "Discuss your experience with AI-augmented design. How do you ensure the quality, ethics, and accessibility of AI-generated outputs in your design work?"

• "How do you build consensus and influence stakeholders with varying levels of technical understanding and priorities?" Company & Culture Questions:

• "What interests you about working for the Government of Alberta and specifically in the Digital Design and Delivery Division?"

• "How would you contribute to the collaborative and innovation-focused culture of the DDD team?"

• "What are your thoughts on the role of AI in public service design, and how do you see it evolving?" Portfolio Presentation Strategy:

• Storytelling: Frame your portfolio pieces as narratives – a problem, your journey to solve it using design thinking and AI, and the impact.

• Visual Clarity: Ensure your presentation is visually appealing, easy to follow, and clearly showcases your design artifacts and process.

• AI Integration Focus: Be prepared to specifically highlight where and how you used AI tools, the benefits derived, and your critical evaluation process.

• Accessibility Commitment: Clearly articulate how you ensured WCAG compliance and designed for inclusivity.

• Conciseness: Respect the time allocated for your presentation and be ready to answer questions concisely.

📝 Enhancement Note: Interview preparation should focus on demonstrating practical application of service design principles, strong communication skills, and a clear understanding of AI's role in modern design, especially within a public sector context.

📌 Application Steps

To apply for this Senior Service Designer position:

• Submit your application online through the Government of Alberta job postings portal.

• Tailor your cover letter: Clearly articulate how your skills and experience align with the job requirements, specifically highlighting your service design expertise, AI fluency, and experience with complex problem-solving. Use specific examples.

• Optimize your resume: Ensure it includes dates for all education and work experience, specifying full-time/part-time status. Integrate keywords from the job description naturally.

• Prepare your portfolio: Curate 2-3 strong case studies that demonstrate your senior-level capabilities, focusing on impact, process, AI integration, and accessibility. Be ready to present this.

• Research the Government of Alberta and the DDD Division: Understand their mission, values, and recent digital initiatives to demonstrate your genuine interest and cultural fit.

⚠️ 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.

---