Senior Service Designer

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

What you can expect from us:

Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

At CGI, we value the strength that diversity brings and are committed to fostering a workplace where everyone belongs. We collaborate with our clients to build more inclusive communities and empower all CGI partners to thrive. As an equal-opportunity employer, being able to perform your best during the recruitment process is important to us. If you require an accommodation, please inform your recruiter.

That same commitment to fairness extends to how we use technology. To support our recruitment team, AI tools may be used to help assess applications though they never replace human judgement. All hiring decisions remain entirely in the hands of our recruitment professionals.

To learn more about accessibility at CGI, contact us via email. Please note that this email is strictly for accessibility requests and cannot be used for application status inquiries.

Come join our team—one of the largest IT and business consulting services firms in the world.