Senior Service Designer (2 years)

This competition is open to all applicants however; internal applicants will be given priority consideration based on minimum qualifications, or a combination of experience, skills, and abilities before external applicants are considered.

This position has 2 vacancies each with a term length of 2 years.

Location - This role is hybrid with a mix of remote and in-person work. Work primarily takes place at North Campus Edmonton.

Reporting to the Manager, Service Design, the Senior Service Designer is accountable for the development and execution of service design, improvement and innovation for student services at the University of Alberta. The Senior Service Designer guides teams and stakeholders through developing and implementing innovative solutions for creating and improving student services, expanding digital capabilities, and maturing the university's student-centred design culture. The Senior Service Designer will use emerging trends and data to develop strong, compelling strategies for service innovation to drive growth and enhance the student experience for our diverse student population and staff.

• Lead teams to a unified direction for the University's services using human-centred design principles and design thinking methodologies.
• Adopts design and systems thinking to solve problems and bring cross-functional teams together to achieve broader organizational objectives.
• Leads multiple service design projects at various stages of their completion.
• Facilitates, coaches, and/or trains cross-functional teams and other stakeholders on the integration of student-centered design methods into their work.
• Identifies continuous improvement opportunities and builds quality assurance mechanisms to transform business processes and service delivery.

• Bachelor's degree in Psychology, Anthropology, Sociology, Information Management, Design (e.g. interaction, graphic, visual communications, product, industrial), Human Computer Interaction (HCI), Computer Science (CS), or a related field or equivalent practical experience.
• Minimum 5 years of relevant experience in Service Design, 8+ years preferred.
• A deep understanding of human centred-design processes and practices.
• Expertise in service blueprinting, customer journey mapping, and ecosystem modeling.
• Mastery in workshop facilitation, co-design methodologies, and executive presentation/storytelling.
• Experience and knowledge of change management principles, methodologies and tools.
• Proven organizational change management skills.
• Exceptional analytical and conceptual problem-solving skills and ability to synthesize and clearly communicate complex findings to various stakeholders.
• Demonstrate the ability to build relationships, communicate, influence, advocate, and negotiate with a wide variety of stakeholders.
• Possess excellent communication and interpersonal skills for leading effective teams, and are able to put forth ideas (written, verbal, and presentations) confidently to stakeholders and senior leadership.
• Can navigate ambiguity comfortably to explore creative possibilities, and demonstrate understanding of cultural differences.

This position is subject to all applicable terms and conditions of the collective agreement between the Governors of the University of Alberta and the Non-Academic Staff Association (NASA).

This position offers a comprehensive benefits package.