Senior Service Designer

Competition 1400

This position is a part of the Non-Academic Staff Association (NASA).

This position has a term length of 18 months and offers a comprehensive benefits package which can be viewed on our Benefits Overview page.

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

Working at the University of Alberta

The University of Alberta acknowledges that we are located on Treaty 6 territory, and respects the histories, languages and cultures of First Nations, Métis, Inuit and all FirstPeoples of Canada, whose presence continues to enrich our vibrant community.

The University of Alberta is a community of knowledge seekers, change makers and world shapers who lead with purpose each and every day. We are home to over 14,000 faculty and staff, more than 40,000 students and a growing community of 300,000 alumni worldwide.

Your work will have a meaningful influence on a fascinating cross-section of people — from our students and community members, to our renowned researchers and innovators, making discoveries and generating solutions that make the world healthier, safer, stronger and more just. Learn more.

Working for Enrolment Systems and Service Innovation

Enrolment Systems and Service Innovation prioritize collaboration and creating an environment where our teams, our partners, and students are safe to share thoughts and challenges in an effort to develop innovative solutions that support the operational and strategic priorities of the University. Through our expertise in business transformation, service innovation, and technical systems we enable sustainable solutions that improve the student experience, meet the needs of our community and position the University of Alberta to be a leader in the student experience. 

Position 

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 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. As a service focused leader, the Senior Service Designer works collaboratively with campus partners to provide advice, guidance and leadership in service design, improvement and innovation. The Senior Service Designer has the ability to influence teams and stakeholders towards a unified direction to identify opportunities to improve and innovate student services and the student experience. The Senior Service Designer will also demonstrate leadership in the implementation of continuous improvement initiatives focused on the digital transformation of student services. In all facets of this role, the Senior Service Designer endeavors to integrate and advance the University’s commitments to equity, diversity and inclusivity.

Duties 

• Educate, influence, and mature the student-centered design culture and showcase the importance of human centred design to realize successful service outcomes.
• Supports student experience and administrative efficiencies by guiding teams through technology implementations and digital transformation initiatives.
• Develops and leads strategies to position the University of Alberta as a leader in student services and enrolment systems
• Leads multiple service design projects at various stages of their completion.
• Fosters new ideas and searches for new methods of doing things. Models a culture of curiosity, empathy, inclusion, innovation, flexibility and resilience for staff. 

Minimum Qualifications

• Minimum 5 years of relevant experience in Service Design and/or Business Analysis, 8+ years preferred.
• 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
• Experience leading teams in implementing new services and improving existing services utilizing design thinking principles and methodologies.
• A deep understanding of human centred-design processes and practices
• Experience in lean six sigma and continuous improvement.
• 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.
• Can navigate ambiguity comfortably to explore creative possibilities, and demonstrate understanding of cultural differences.

Preferred Qualifications 

• Certificate in Design Thinking or System Design is an asset.
• International Institute of Business Analysts Certification is an asset
• Experience in a post-secondary environment is highly desirable