About the Role
Our public sector client is seeking up to 14 (fourteen) Senior Service Designers for a 1-year, full time contract, with the possibility of up to a 24-month extension. The Service Designer(s) will be required on a full-time basis (7.25 hour work day, 36.25 hours/week), to work on service innovation, program review and digital transformation projects across the Client’s Enterprise areas. The Service Designer will work as part of cross-functional program review or product delivery teams. These teams will work collaboratively and collectively participate in a full range of activities including: field research, user story creation, backlog definition and refinement, and sprint planning and execution. Digital transformation projects review the current state of services, identify future opportunities, and then deliver new services that are efficient, effective and affordable.
The Service Designer(s) will be responsible for activities such as review, discovery, prioritization, prototyping, evaluation, and change management for program review and digital transformation projects.
Responsibilities will include:
Services and project deliverables should evolve as the work progresses, in response to emerging user and business needs, as well as design and technical opportunities. However, the following must be delivered (iteratively) over the course of the project:
Integration of human-centred design methods into program review and digital transformation projects.
Analysis and documentation of project outcomes such as whether there is efficiency in use for staff and easy access to services for citizens.
Analysis of user and employee experience across channels (mobile, web, social media, phone, face-to-face, print, mail, etc.) and identification of gaps, opportunities, and solutions.
Based on user and Client needs, goals, priorities, and opportunities, a plan for and delivery of:
user and behavioral field research; co-design workshops; prototype design and testing; concept testing; journey map and service blueprint development; process mapping; service prototyping; user story mapping and creation; usability testing; service performance measurement, analysis, and reporting; and strategy and roadmap documents or diagrams.A depiction of the overall end-to-end service journey and specific needs, opportunities, solutions, and metrics.
A plan for the integration of specific design and development work into the overall service experience and measurement of results.
Co-design and development with program teams (executives and front-line staff) of new processes and policies to effect change management.
A plan for the integration of new solutions into current service operations by examining areas such as the impacts of the migration of service delivery, policy innovation, change management, and organizational design and culture.
Working Hours
Standard Hours of work are 08:15 – 16:30 Alberta time, Monday through Friday excluding holidays observed by the client.
Work must be done from within Canada, due to network and data security issues.
The Service Designer will primarily work remotely; however, the Service Designer is expected to attend meetings or work sessions often (i.e. quarterly) in Alberta on reasonable notice from the Client. At the time of providing such notice, the Client will advise of the expected duration of any such meetings or work sessions. However, time to travel and any associated expenses to and from Edmonton will be at no cost to the Client/Handis Consulting Inc.
The Client reserves the right to alter this work arrangement on reasonable notice to the Service Designer. The Contractor and the Service Designer will be consulted about the alteration in work arrangement; however, the Client retains ultimate discretion as to the appropriate work arrangement.
Some travel within Alberta may be required to conduct field research and user interviews. The Client will make arrangements for travel for field research and user interview purposes where possible at no cost to the province. Recruitment incentives and honorariums for user research are the responsibility of The Contractor.
Equipment
Service Designer(s) shall be responsible for providing all of its equipment. The computer's operating system must be a modern version of Windows or MacOS that is compatible with Azure Virtual Desktop (AVD) and related software for remote access. The virtual meeting tool for the Client is Microsoft Teams. Zoom or other software may be sometimes used when needed, however, Zoom accounts are not provided by the Client.
Requirements
Other Mandatory Requirements
a personal portfolio of work of the proposed resource: the portfolio must include work samples with brief annotations explaining the work and be uploaded as an attachment. Note: A link to an on-line portfolio will not be considered.
Work Experience
2 years experience with service design research and outputs
2 years experience working within a cross-functional product team in an Agile environment
2 years experience planning, conducting, and analyzing findings from, creating representations of and reporting on qualitative field research
3 years experience planning, conducting, and analyzing findings from, creating representations of, and reporting on co-design workshops with service users
1 year experience planning, observing, analyzing, and reporting on usability testing of production or prototype systems
2 years experience working as a Service Designer in a cross-functional team to deliver a digital service, including concept testing and service prototyping
2 years of experience working with change management, policy changes, staffing changes, or other organizational change as part of service transformation and implementation
2 years of experience working as a Service Designer on a project comparable in size and complexity to the service innovation, program review, and/or digital transformation projects in an Enterprise Client Environment
Standard and Enhanced Security Clearance
The contractor shall, prior to commencement of the Services, provide the client, on its request and at no cost to the client, with a current criminal record check.
An Enhanced Security Clearance may be required, should Service Designer(s) be assigned to a team working for the required clearance; and higher-level security clearances, such as the “Royal Canadian Mounted Police Top Secret Clearance” may be required over the course of the SOW. Please ensure you are eligible to apply if required by the Client.
Resource References
Three references, for whom similar work has been performed, must be provided. The most recent reference should be listed first. Reference checks may or may not be completed to assist with scoring of the proposed resource by the client.
SUBMISSION MUST INCLUDE:
· RESUME
· ALL REQUIRED EXPERIENCE MUST BE DESCRIBED IN RESUME UNDER THE JOB/PROJECT WHERE EXPERIENCE WAS ATTAINED
· RESOURCE REFERENCES
· PERSONAL PORTFOLIO DOCUMENT
If this opportunity is of interest to you, please provide your resume detailing all your relevant experience and certifications, as well as 3 recent references. Candidate must have or immediately obtain Incorporated Business status.
Handis Consulting prides itself in being an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law.
About the Company