Service Designer

📍 Job Overview

Job Title: Service Designer

Company: City of Vancouver

Location: Vancouver, British Columbia, Canada

Job Type: Temporary Full Time

Category: Service Design / User Experience (UX) / Customer Experience (CX)

Date Posted: June 26, 2026

Experience Level: 5-10 Years

Remote Status: Hybrid

🚀 Role Summary

• Lead end-to-end service design initiatives, employing Human-Centered Design (HCD) and Agile methodologies to modernize municipal services and enhance user experience (UX).

• Drive the implementation of a consistent, citizen-centric approach across digital and in-person channels, focusing on improving both customer and employee journeys.

• Facilitate cross-functional teams in understanding current states, defining problems, and designing target state service visions through user research, journey mapping, and service blueprinting.

• Develop and govern a City-wide service design system, including reusable frameworks and standards, to ensure consistency, scalability, and adherence to best practices in service delivery.

📝 Enhancement Note: This role is embedded within divisions, indicating a deeply integrated approach to service design, moving beyond a support function to a core driver of service modernization within the City of Vancouver's IT, Digital Strategy & 311 department. The emphasis on HCD, Agile, and a product/service-driven approach positions this as a critical role for driving operational efficiency and citizen satisfaction.

📈 Primary Responsibilities

• Lead and facilitate Human-Centered Design (HCD) initiatives, guiding cross-functional teams through discovery, problem definition, journey design, service blueprinting, prototyping, and implementation planning.

• Create and maintain essential service design artifacts, including service blueprints, customer journey maps, user research protocols, and other design frameworks to visualize and optimize service delivery.

• Champion the adoption of service design standards across the organization, providing mentorship, enablement, and structured training to embed these practices sustainably.

• Define and steward the long-term strategic roadmap for the service design practice, aligning it with digital transformation, policy, and operational modernization objectives.

• Establish and embed trackable service performance metrics and success indicators, ensuring a clear link between design decisions, operational outcomes, and citizen impact.

• Plan, coordinate, and execute the design, development, usability testing, and implementation of new solutions aimed at improving service delivery across various channels.

• Conduct user and industry research, synthesizing findings to inform data-driven design processes and service improvements.

• Perform business analysis to identify process efficiencies and areas for improvement, contributing to operational modernization and cost optimization.

• Collaborate with program and product managers to co-create service prototypes and oversee the implementation of service solutions, ensuring alignment with strategic goals.

• Review service design aspects post-implementation, assessing performance and developing continuous improvement objectives, critical success factors, and key performance indicators (KPIs).

• Participate in business planning, including the development of business case submissions and support for service improvements and operational strategies.

• Introduce innovative perspectives to the City of Vancouver's services by applying industry best practice service design methodologies.

• Leverage data and storytelling to influence decision-making and advocate for intentional, results-driven design recommendations.

• Provide integrated service design delivery advice to senior management and executive-level partners, ensuring strategic alignment and buy-in.

• Report regularly on initiative status, insights, and outcomes to upper management and cross-functional teams, fostering transparency and continuous feedback.

• Lead service pilots, oversee deployments, and ensure iterative refinement based on evidence and performance outcomes, driving a culture of continuous improvement.

• Facilitate adoption and change management across affected groups to ensure the successful integration of new services and processes.

• Uphold principles of usability, accessibility, privacy, security, reconciliation, and inclusive design in all service design activities.

📝 Enhancement Note: The responsibilities highlight a senior-level role with significant influence, encompassing strategic planning, team leadership, process development, and direct impact on service delivery and operational efficiency. The emphasis on "end-to-end" initiatives and "stewarding the roadmap" indicates a high degree of autonomy and ownership.

🎓 Skills & Qualifications

Education:

• Bachelor's or Master's degree in Design, Human-Computer Interaction (HCI), Business Analysis, Strategic Management, Organization Development, or an equivalent combination of education and experience. Experience:

• Minimum of 5 years of progressive experience in a service design, user experience (UX), or customer experience (CX) role.

• Demonstrated experience in developing, implementing, and establishing processes within an organizational context.

• Proven experience delivering and supporting omnichannel technology products and services.

• Experience delivering within an Agile scrum framework, understanding iterative development and rapid feedback loops.

• Experience communicating complex ideas and design strategies effectively to senior leadership and executive stakeholders. Required Skills:

• Proficient in Human-Centered Design (HCD) methodologies and their application to public service delivery.

• Expertise in creating detailed service design blueprints, customer journey maps, user research protocols, and other relevant design frameworks.

• Strong business analysis skills with a focus on process optimization, service efficiency, and identifying areas for improvement.

• Ability to facilitate collaborative workshops and drive consensus across diverse stakeholder groups for service improvements.

• Excellent analytical and evaluation skills to identify necessary data, interpret findings, and inform strategic decisions.

• Proficient in using data to measure service impact, track KPIs, and generate reports that support strategic decision-making.

• Strong project management skills with experience managing end-to-end service design initiatives.

• Knowledge of Agile delivery approaches, iterative development, and fast-paced work environments.

• Ability to work collaboratively in multidisciplinary teams and manage multiple priorities simultaneously.

• Excellent oral, written, and presentation/facilitation skills, with the ability to communicate effectively at all organizational levels. Preferred Skills:

• Experience with the Microsoft M365 suite and other relevant design and analytics software.

• Experience in developing and governing a city-wide service design system.

• Familiarity with principles of reconciliation, inclusive design, and accessibility standards in service design.

• Experience in leading service pilots, overseeing deployments, and facilitating change management.

• Demonstrated ability to use data storytelling to influence and advocate for design recommendations.

• Knowledge of municipal business processes and public sector service delivery.

📝 Enhancement Note: The requirement for 5+ years of experience, coupled with the educational background, indicates this is a mid-to-senior level role. The emphasis on both technical design skills (blueprinting, journey mapping) and soft skills (facilitation, communication, stakeholder management) is crucial for success in a complex municipal environment. The inclusion of "Microsoft M365 suite" suggests potential integration with Microsoft technologies for service delivery.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• A comprehensive portfolio showcasing end-to-end service design initiatives, demonstrating a clear understanding of problem definition, user research, design strategy, implementation, and iterative improvement.

• Case studies that clearly articulate the user needs, business objectives, design process, solutions implemented, and measurable outcomes (e.g., efficiency gains, improved citizen satisfaction, reduced operational costs).

• Examples of service blueprints, customer journey maps, user flow diagrams, wireframes, and prototypes that illustrate a systematic approach to service design.

• Evidence of process optimization through design, showcasing how new services or redesigned processes led to tangible improvements in efficiency, usability, or accessibility.

• Documentation or examples of how you have contributed to or developed design systems, frameworks, or templates for scalable service delivery. Process Documentation:

• Demonstrated ability to document and optimize business processes, with examples of how service design principles were applied to improve workflow efficiency and user experience.

• Experience in creating and maintaining process documentation, including workflow diagrams, standard operating procedures, and performance metrics related to service delivery.

• Ability to define and embed trackable service performance metrics and success indicators, linking design decisions to operational outcomes.

• Examples of establishing and governing service design standards, frameworks, and templates to ensure consistency and scalability.

📝 Enhancement Note: The emphasis on a "demonstrated portfolio of work" and the specific requirements for process documentation indicate that candidates will be expected to visually and quantitatively showcase their impact. This role requires not just conceptual design but also the ability to translate designs into implemented processes and measure their effectiveness, a hallmark of strong operations and GTM professionals.

💵 Compensation & Benefits

Salary Range: $102,960 to $128,691 CAD per annum (Pay Grade RNG-080)

Benefits:

• As an Exempt employee with the City of Vancouver, this position typically includes a comprehensive benefits package. While not explicitly detailed, typical municipal government benefits often include:

  • Extended Health and Dental Coverage

  • Life Insurance and Accidental Death & Dismemberment (AD&D) Insurance

  • Pension Plan (e.g., Municipal Pension Plan)

  • Paid Time Off (Vacation, Sick Leave, Statutory Holidays)

  • Professional Development and Training Opportunities

  • Access to Employee Assistance Programs (EAP)

  • Potential for participation in the Flexible Work Program (hybrid work) Working Hours:

• Standard work week is likely 40 hours per week.

• This position is eligible for the City of Vancouver's Flexible Work Program, allowing for a hybrid work arrangement where operationally appropriate. This means a blend of on-site and remote work, with daily commutes to a City worksite being feasible.

📝 Enhancement Note: The salary range is provided in CAD for Vancouver, British Columbia. This range is competitive for a Service Designer role with 5+ years of experience in a major Canadian city. The mention of "Exempt" status typically means the role is outside of union representation and may come with different benefit structures and potentially more flexibility than unionized positions. The hybrid work eligibility is a significant factor for work-life balance.

🎯 Team & Company Context

🏢 Company Culture

Industry: Municipal Government / Public Sector

Company Size: The City of Vancouver is a very large organization, employing thousands of people across numerous departments. While specific numbers for the IT, Digital Strategy & 311 department aren't provided, it's a significant entity within the city's operations.

Founded: The City of Vancouver was incorporated in 1886. This long history signifies a stable, established organization with deep roots in public service.

Team Structure:

• This role is part of the IT, Digital Strategy & 311 business unit, suggesting a focus on technology-enabled service delivery and citizen engagement.

• The Service Designer is expected to be embedded within various divisions across the City, indicating a matrixed or project-based team structure where collaboration with different departmental teams is key.

• The role will likely involve working closely with program managers, product managers, IT professionals, business analysts, and other operational staff. Methodology:

• The City of Vancouver emphasizes a "product and service-driven approach" and "Human Centred Design" (HCD).

• Agile development techniques are core to the team's methodology.

• The organization is committed to sustainability, equity, reconciliation, and providing exceptional public service.

• Data-driven decision-making is encouraged, with a focus on measuring impact and improving operational efficiency.

Company Website: https://vancouver.ca/

📝 Enhancement Note: The City of Vancouver's culture is characterized by a commitment to public service, innovation, and social responsibility. As a large municipal government, it offers stability and the opportunity to make a broad impact on the lives of residents. The emphasis on reconciliation and inclusivity is a significant cultural aspect.

📈 Career & Growth Analysis

Operations Career Level: This Service Designer role is positioned as a mid-to-senior level practitioner. It involves leading initiatives, mentoring teams, and influencing strategic direction, rather than just executing tasks. It's a key player in the digital transformation and operational modernization efforts.

Reporting Structure:

• The role is likely to report to a manager or director within the IT, Digital Strategy & 311 department, possibly a Director of Digital Services, Head of UX/Service Design, or a similar senior leadership position.

• While reporting to a specific manager, the "embedded" nature means day-to-day collaboration and project direction will come from the divisions being supported. Operations Impact:

• The Service Designer directly impacts operational efficiency by identifying and implementing process improvements and streamlining service delivery.

• Decisions made by the Service Designer influence citizen satisfaction, employee experience, and the overall effectiveness and accessibility of municipal services.

• This role is instrumental in achieving the City's strategic objectives related to digital transformation, citizen engagement, and operational modernization. Growth Opportunities:

• Leadership Advancement: Potential to move into senior service design roles, lead larger programs, or transition into management positions within digital strategy or service delivery teams.

• Specialization: Opportunity to deepen expertise in specific areas like accessibility design, ethical AI in service design, or large-scale public service transformation.

• Cross-Departmental Impact: Gaining exposure to a wide range of municipal services and operational challenges, building a broad understanding of city government functions.

• Skill Development: Continuous learning in HCD, Agile, UX research, data analytics, and change management. The City may offer professional development budgets or opportunities for training and certifications.

• Strategic Influence: Growing influence on the City's digital strategy and operational policies through successful project delivery and advocacy for user-centered approaches.

📝 Enhancement Note: The temporary nature of this role (August 2026 - August 2028) suggests it might be for a specific project or to cover a period of transition. However, the responsibilities and salary range indicate it's a significant position with potential for learning and impact, and it could lead to permanent opportunities or serve as a strong stepping stone for future roles.

🌐 Work Environment

Office Type: The City of Vancouver offers a Flexible Work Program, indicating a hybrid work environment. This means a blend of working from a designated City worksite and remotely.

Office Location(s): The primary worksite is in Vancouver, British Columbia, with a postal code of V6A 4K6. Specific office locations within the city would depend on the division the Service Designer is embedded with.

Workspace Context:

• Collaborative Environment: The role requires extensive collaboration with diverse teams across the organization. This implies an environment that supports teamwork, cross-functional interaction, and knowledge sharing.

• Tools & Technology: Access to standard office technology, likely including the Microsoft M365 suite, and specialized design and analytics software relevant to service design and UX.

• Operations Team Interaction: Regular interaction with IT, Digital Strategy, 311 teams, as well as operational staff within various city divisions, fostering a dynamic and interconnected work setting.

Work Schedule:

• A standard 40-hour work week is typical.

• The hybrid work arrangement offers flexibility, allowing for a balance between in-office collaboration and remote work, accommodating the demands of process analysis and service design work.

📝 Enhancement Note: The hybrid work model aligns with modern work expectations and can offer benefits for both work-life balance and operational efficiency, allowing for focused work at home and collaborative sessions in the office. The specific "embedded" nature means the immediate workspace might vary depending on the project.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: Review of resume, cover letter, and portfolio against the stated qualifications and experience.

• Application Questions: Candidates may need to answer specific questions related to preferred requirements.

• First Interview: Likely a panel interview with hiring managers and key team members to assess technical skills, experience, and cultural fit. This may include discussions about past projects and problem-solving approaches.

• Portfolio Presentation/Case Study: Candidates will likely be asked to present a selected case study from their portfolio, demonstrating their service design process, impact, and ability to articulate complex ideas. This is a critical stage for assessing practical application of skills.

• Second Interview / Final Interview: May involve a deeper dive into strategic thinking, leadership potential, and alignment with the City's values. This could include scenario-based questions or a practical exercise.

• Reference Checks: Standard procedure for final candidates.

Portfolio Review Tips:

• Curate Strategically: Select 2-3 of your strongest and most relevant projects that showcase end-to-end service design, HCD, Agile methodologies, and measurable impact.

• Showcase Process, Not Just Outcomes: Clearly articulate your design process, the challenges faced, the rationale behind your decisions, and how you collaborated with stakeholders.

• Quantify Impact: Wherever possible, use data and metrics to demonstrate the results of your work (e.g., improved efficiency, increased user satisfaction scores, cost savings).

• Tailor to the Role: Highlight projects that align with public sector service delivery, digital transformation, or complex organizational environments.

• Visual Clarity: Ensure your portfolio is well-organized, visually appealing, and easy to navigate. Use diagrams, maps, and mockups effectively.

• Tell a Story: Frame each project as a narrative – the problem, your approach, the solution, and the outcome.

Challenge Preparation:

• Anticipate HCD/Agile Scenarios: Be prepared for questions about how you would approach designing a new service for a specific citizen need or improving an existing municipal process using HCD and Agile principles.

• Process Optimization Questions: Expect questions about how you identify inefficiencies, redesign workflows, and measure the success of process improvements.

• Stakeholder Management: Prepare examples of how you have managed diverse stakeholder expectations, facilitated workshops with difficult participants, and built consensus.

• Data Interpretation: Be ready to discuss how you use data to inform design decisions and measure service performance.

📝 Enhancement Note: The application process emphasizes a strong portfolio and the ability to articulate design processes and impact. Candidates should be prepared to demonstrate their expertise in HCD, Agile, and data-driven decision-making, particularly as it applies to public service delivery.

🛠 Tools & Technology Stack

Primary Tools:

• Service Design & Prototyping Tools: While not explicitly listed, common tools include Figma, Sketch, Adobe XD for wireframing and prototyping; Miro or Mural for collaborative whiteboarding and ideation; and potentially specialized journey mapping or service blueprinting software.

• Microsoft M365 Suite: Explicitly mentioned. This implies proficiency in tools like Word, Excel, PowerPoint for documentation, analysis, and presentations. SharePoint or Teams might be used for collaboration and document management.

• User Research Tools: SurveyMonkey, Typeform, UserTesting.com, or similar platforms for gathering user feedback and conducting usability studies.

Analytics & Reporting:

• Data Analysis Software: Proficiency in Excel is required. Familiarity with more advanced analytics tools like Power BI, Tableau, or Google Analytics could be beneficial for deeper insights into service usage and performance, though not explicitly listed.

• Reporting Tools: Ability to generate clear, concise reports using standard office software or specialized analytics platforms.

CRM & Automation:

• While not the primary focus of this role, understanding how CRM systems (if used by city departments) and automation tools impact service delivery and customer experience would be advantageous. The role focuses more on the design of services that may leverage these systems.

📝 Enhancement Note: The explicit mention of "Microsoft M365 suite" is a key technical requirement. Candidates should highlight their proficiency in these tools. While specialized design software isn't listed, candidates should be prepared to discuss their experience with common industry tools, as they are fundamental to service design.

👥 Team Culture & Values

Operations Values:

• Public Service Excellence: A deep commitment to serving the citizens of Vancouver with integrity, efficiency, and a focus on equitable access to services.

• Innovation & Modernization: Driving change through digital transformation, Agile methodologies, and human-centered design to improve municipal operations.

• Inclusivity & Equity: Actively working towards reconciliation and ensuring services are accessible and fair for all residents.

• Collaboration & Teamwork: Fostering a cooperative environment where cross-functional teams work together to achieve common goals.

• Data-Driven Decision-Making: Using evidence and metrics to inform strategy, measure impact, and continuously improve services.

• Sustainability: Integrating environmental and social sustainability principles into service design and operations.

Collaboration Style:

• Embedded & Integrated: Working directly within divisions to understand their unique challenges and co-create solutions.

• Cross-Functional: Collaborating with a wide range of stakeholders, including IT, operations, policy, communications, and citizen groups.

• Facilitative Leadership: Guiding teams through design processes, workshops, and decision-making with a focus on consensus-building and shared ownership.

• Open Communication: Maintaining transparency through regular reporting and active participation in project and advisory committees.

📝 Enhancement Note: The City of Vancouver places a strong emphasis on its values, particularly reconciliation and inclusivity. Candidates should be prepared to demonstrate how these values inform their approach to service design and professional practice. The collaborative style is central to success in this embedded role.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Bureaucracy: Working within a large municipal government can present challenges related to established processes, procurement, and decision-making timelines.

• Stakeholder Alignment: Gaining consensus and buy-in from diverse groups with potentially competing priorities across different city divisions.

• Measuring Impact in Public Sector: Defining and tracking meaningful metrics that demonstrate the value of service design initiatives, especially where ROI might be measured in citizen welfare and equitable access rather than direct profit.

• Adoption of New Methodologies: Championing HCD and Agile practices within teams that may be accustomed to traditional project management approaches.

• Balancing Ideal Design with Practical Constraints: Designing services that are innovative and user-centered while remaining feasible within budget, technical, and policy limitations.

Learning & Development Opportunities:

• Exposure to Diverse Public Services: Gaining in-depth knowledge of how a major city operates, from transit and parks to public safety and utilities.

• Advanced HCD & Agile Practices: Opportunities to refine skills in complex environments and potentially lead the development of organizational service design maturity.

• Strategic Influence: Developing a strong ability to influence organizational strategy and drive significant change within a public sector context.

• Professional Development: Access to training, workshops, and conferences relevant to service design, UX, public administration, and digital transformation.

• Networking: Building a robust professional network within the City of Vancouver and potentially the broader public sector.

📝 Enhancement Note: The challenges are typical for roles in large public sector organizations. Success will depend on strong change management, communication, and strategic influence skills. The growth opportunities are significant for those interested in public sector innovation and large-scale operational impact.

💡 Interview Preparation

Strategy Questions:

• Scenario-Based: "Describe how you would approach designing a new online portal for residents to access city permits, focusing on user needs and ease of use." (Prepare to detail your HCD process, research methods, and key considerations.)

• Process Improvement: "How would you identify and address inefficiencies in the current process for reporting a damaged public sidewalk?" (Focus on problem diagnosis, stakeholder engagement, and proposing design solutions.)

• Data-Driven Design: "Imagine you have data showing low adoption rates for a new online service. How would you use this data to inform your next steps?" (Discuss analysis, hypothesis generation, and iterative design.)

• Agile vs. HCD: "How do you balance the iterative nature of Agile development with the deep exploration required in Human-Centered Design?" (Highlight how these methodologies can complement each other.)

Company & Culture Questions:

• "Why are you interested in working for the City of Vancouver specifically, and how do your values align with our commitment to reconciliation and public service?" (Research the City's mission, values, and recent initiatives.)

• "Describe a time you had to influence senior leadership to adopt a new design approach or strategy. What was the outcome?" (Showcase your communication and persuasion skills.)

• "How do you ensure that your service designs are inclusive and accessible to all residents, including those with disabilities or from diverse backgrounds?" (Reference your understanding of accessibility standards and inclusive design principles.)

• "What is your experience working within a large, complex organization like a municipal government?" (Discuss your adaptability and understanding of public sector dynamics.) Portfolio Presentation Strategy:

• Select Wisely: Choose projects that best demonstrate your end-to-end service design capabilities, HCD application, and measured impact, ideally with relevance to public services or complex organizational challenges.

• Structure Your Narrative: For each project, clearly outline:

  1. The Problem/Opportunity: What was the user need or business challenge?
  2. Your Role & Process: What steps did you take (research, ideation, design, testing)?
  3. The Solution: What did you design or recommend?
  4. The Impact: What were the results (quantifiable if possible)?
  5. Key Learnings: What did you learn from the project?

• Be Ready for Deep Dives: Be prepared to answer detailed questions about your design decisions, the tools you used, and the challenges you overcame.

• Focus on Collaboration: Highlight how you worked with cross-functional teams and stakeholders.

📝 Enhancement Note: Interviews for this role will heavily scrutinize the candidate's ability to apply HCD principles in a practical, public-sector context, demonstrate strong facilitation and communication skills, and articulate the impact of their work through their portfolio.

📌 Application Steps

To apply for this operations position:

• Submit your application through the application link provided on the City of Vancouver jobs portal.

• Tailor Your Resume and Cover Letter:

  • Highlight your experience in Human-Centered Design, Agile methodologies, service blueprinting, and customer journey mapping.
  • Emphasize your proficiency with Microsoft M365 suite and any relevant design/analytics software.
  • Clearly state your years of experience in service design, UX, or CX roles.
  • In your cover letter, articulate why you are drawn to public service and the City of Vancouver's mission, and how your skills align with their values (e.g., equity, reconciliation).

• Prepare Your Portfolio:

  • Select 2-3 of your most impactful projects that showcase your end-to-end service design process, from discovery to implementation and iteration.
  • Ensure your portfolio clearly demonstrates your ability to create service blueprints, journey maps, and UX artifacts, and quantifies the impact of your work.
  • Be ready to present a case study during the interview process.

• Research the City of Vancouver:

  • Familiarize yourself with the City's strategic goals, particularly regarding digital transformation, service modernization, and its commitment to reconciliation and inclusivity.
  • Understand the context of municipal service delivery and the unique challenges and opportunities within the public sector.

• Practice Interview Responses:

  • Prepare for behavioral questions about your experience, problem-solving approach, and collaboration skills.

  • Rehearse presenting your portfolio case studies clearly and concisely, focusing on process and measurable outcomes.

  • Anticipate scenario-based questions related to service design challenges in a government setting.

⚠️ 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.