Senior Service Designer

Category: Digital Customer Experience

Main location: Canada, Alberta, Edmonton

Position ID:J0926-0996

Employment Type: Full Time

Position Description:

CGI Edmonton is seeking a Senior Service Designer to join a multidisciplinary team supporting the design and improvement of end-to-end digital and service experiences.

In this role, you will consider the full service ecosystem, including both the user experience and the service delivery experience. You will use design research, human-centered design, and systems thinking to understand user and business needs, identify opportunities for improvement, and help shape service models that deliver measurable outcomes.

You will work collaboratively with cross-functional teams, facilitate research and co-design activities, and translate insights into practical service improvements, prototypes, journey maps, service blueprints, and implementation recommendations.

Your future duties and responsibilities:

- Apply human-centered design and systems thinking to understand and improve end-to-end service experiences.
- Facilitate, coach, and support cross-functional agile teams in applying human-centered design methods throughout delivery.
- Lead user research, behavioural field research, co-design workshops, and other discovery activities to understand user and business needs, goals, and priorities.
- Develop service design artifacts such as journey maps, service blueprints, process maps, prototypes, user stories, and service performance measures.
- Analyze user experiences across multiple channels, including web, mobile, phone, in-person, and other service touchpoints, to identify gaps and opportunities.
- Translate broad service journeys into specific user needs, opportunities, solutions, metrics, and actionable design recommendations.
- Lead prototype development, usability testing, and service testing activities, and incorporate findings into iterative improvements.
- Support teams in integrating design and development work into the broader service experience and measuring results.
- Facilitate alignment and shared ownership across stakeholders, supporting the co-design and co-delivery of new processes and service improvements.
- Support implementation planning by considering impacts to service delivery, operations, staffing, change management, organizational culture, and related business processes.

Required qualifications to be successful in this role:

- 5+ years of professional service design, or related human-centered design experience.
- Advanced proficiency with Figma.
- Demonstrated experience developing wireframes, functional mock-ups and prototypes for web applications.
- Strong experience applying human-centered design, service design and systems thinking methodologies.
- Experience conducting behavioural research, co-design workshops and usability testing.
- Demonstrated experience developing journey maps, service blueprints, process maps, service prototypes and user stories.
- Experience working with agile and multidisciplinary delivery teams.
- Strong facilitation, communication and presentation skills, including the ability to lead workshops, present findings and support design demonstrations to stakeholders.
- Ability to translate research and service insights into practical recommendations, measurable outcomes and implementation considerations.
- Ability to work primarily within Mountain Time business hours to support collaboration with the broader project team and stakeholder schedules.
- Public sector experience is an asset.

Work location information: Hybrid.

#LI-AP1

CGI is providing a reasonable estimate of the pay range for this role. The determination of this range includes factors such as skill set level, geographic market, experience and training, and licenses and certifications. Compensation decisions depend on the facts and circumstances of each case. A reasonable estimate of the current range is $85,000-$160,000. This role is an existing vacancy / a future opportunity.

Skills:

• Communication
• Service Design
• Business Process Management
• Change Management
• Customer Experience Design