Service Design Specialist Job Listing at City of Edmonton in Edmonton, AB (Job ID 53006)

Description

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