Service Designer

Overview Silver Creek Software Ltd. is an Alberta-based consulting firm specializing in data management, analytics, application development, automation, and modern workplace solutions. We partner with public sector and enterprise clients to deliver complex, high-impact technology initiatives. Our team is known for its professionalism, technical depth, and commitment to excellence. We maintain a high standard of hiring and are proud to work alongside driven, capable professionals who consistently go above and beyond for our clients. We are seeking a senior Service Designer to support complex service innovation, program improvement, and digital transformation initiatives. Working within cross-functional teams, the Service Designer will research current-state experiences, identify service gaps and opportunities, design and test future-state concepts, and translate evidence into practical service improvements. The successful candidate will be comfortable moving between research, facilitation, service mapping, prototyping, performance measurement, and change planning. The opportunity is suitable for both full-time employment or contract arrangements. Key Responsibilities Integrate human-centred design and service design methods into service improvement, product delivery, and digital transformation initiatives. Plan, conduct, and synthesize user and behavioural research, including interviews, observation, field research, and usability or concept testing. Assess end-to-end service experiences across digital and non-digital channels, identifying pain points, gaps, dependencies, and improvement opportunities. Facilitate co-design, discovery, prioritization, and alignment workshops with service users, executives, front-line staff, product teams, and technical stakeholders. Create current-state and future-state journey maps, service blueprints, process maps, user story maps, and other visual service design artifacts. Design, prototype, test, and iterate service concepts across web, mobile, phone, in-person, print, and other relevant service channels. Translate research and design findings into clear recommendations, user stories, backlog inputs, roadmaps, strategies, and implementation artifacts. Define service performance measures and analyze outcomes such as ease of access, efficiency, service quality, adoption, and user experience. Identify and address service constraints involving policy, process, technology, operating models, organizational design, and culture. Develop practical transition, change, and adoption plans that support the integration of new service solutions into ongoing operations. Collaborate with product owners, UX/UI designers, business analysts, developers, data professionals, and change leads in an Agile delivery environment. Qualifications Demonstrated senior-level experience in service design, human-centred design, user experience, user research, or a closely related discipline. Strong experience planning and delivering qualitative research, service discovery, research synthesis, prototyping, and iterative testing. Advanced capability in journey mapping, service blueprinting, process mapping, user story mapping, and end-to-end service analysis. Proven ability to facilitate workshops and communicate effectively with executives, front-line staff, service users, product teams, and technical specialists. Strong visual, written, presentation, analytical, critical-thinking, and problem-solving skills. Proficiency with service design and visual collaboration tools such as Figma, Miro, Adobe XD, Sketch, or equivalent platforms. Experience working in Agile, iterative, or product-oriented delivery environments and adapting deliverables as needs and evidence evolve. Desirable Attributes Experience designing or improving complex services in public sector, large enterprise, or regulated environments. Knowledge of change management, policy innovation, organizational design, service operations, and implementation planning. Experience establishing service performance measures, outcome frameworks, dashboards, or continuous-improvement reporting. Knowledge of accessibility, inclusive design, privacy, and ethical research practices. Empathy, curiosity, sound judgement, and the ability to move between detailed service interactions and broader system-level considerations. Availability for occasional meetings, workshops, or field research within Alberta. Join Us Silver Creek offers the opportunity to work with a high-performing team on meaningful projects that deliver real value to our clients. We provide flexibility, autonomy, and trust, while holding ourselves to a high standard of professionalism and accountability.

The Service Designer will integrate human-centred design methods to research user experiences, identify service gaps, and design future-state concepts. They are responsible for facilitating co-design workshops and creating visual artifacts like service blueprints and journey maps to drive digital transformation.

Candidates must have senior-level experience in service design, user research, or a related discipline with proven expertise in prototyping and iterative testing. Proficiency with visual collaboration tools like Figma or Miro and experience working in Agile environments is required.

Identified from the job description. Confirm important requirements above.

• Service Design
• Human-Centred Design
• User Experience
• User Research
• Journey Mapping
• Service Blueprinting
• Process Mapping
• User Story Mapping
• Prototyping
• Agile Methodology
• Figma
• Miro
• Adobe XD
• Sketch
• Workshop Facilitation
• Usability Testing

Minimum experience

5+ years

Apply by

Jan 17, 2027