Service Designer

Overview

The City of Vancouver is consistently ranked as one of the world’s most liveable and environmentally sustainable cities. Recognized among BC’s Top Employers and Canada’s Greenest Employers, the City of Vancouver is seeking colleagues who can help advance our core commitments to exceptional public service, sustainability, equity, and an outstanding quality of life for all residents.

Requisition

The Service Designer partners with and is embedded in divisions across the City as part of a product and service-driven approach, employing Human Centered Design with a focus on User Experience and Agile development techniques to support the people, processes and technology needed to modernize municipal services. This role leads, facilitates and mentors teams in service design activities, helping cross-functional teams understand the current state from a user-centered perspective and identifying opportunities for improvement in business processes as well as customer and employee experience that shape the target state service vision.

The Service Designer drives the delivery of a consistent, citizen-centric approach across city products and services that supports the organization’s overall business objectives and Customer Experience strategy. They make recommendations on City and Technology Services processes and policies to support strong usability and accessibility on assigned products and services, and steward those through their lifecycle to ensure they are continuously improved to deliver value to customers and staff audiences while increasing operating efficiency for the City.

This position has access to confidential information and makes recommendations for changes in methods, tools and procedures that may impact operational areas.

• Lead end-to-end service design initiatives across digital and in-person channels, guiding cross-functional teams from discovery through implementation and continuous improvement.
• Facilitate alignment, ecosystem mapping, problem definition, journey design, service blueprinting, prototyping, and implementation planning.
• Creates and maintains service blueprints, customer journey maps, user research protocols, and other relevant design frameworks and templates.
• Lead the development and governance of a City-wide service design system, including reusable frameworks, patterns, templates, and standards to ensure consistency and scalability across services.
• Champion adoption of service design standards, providing mentorship, enablement, and structured training to embed practices sustainably.
• Define and steward the long-term strategic roadmap for service design practice across the organization, aligning digital transformation, policy, and operational modernization initiatives.
• Define and embed trackable service performance metrics and success indicators for service design initiatives, ensuring clear linkage between design decisions, operational outcomes, and citizen impact.
• Plans and coordinates the design, development, prototyping, usability testing and implementation of new solutions for improved service delivery.
• Facilitates design and ideation workshops with affected groups and project teams to design, iterate, and refine digital services and experiences.
• Performs business analysis to identify process efficiencies and areas for improvement.
• Collabores with program and product managers to co-create service prototypes and implement service solutions.
• Reviews service design aspects post-implementation to assess performance of newly implemented processes and practices; develops process improvement objectives, critical success factors, key performance indicators, including measurement and target metrics to facilitate ongoing and continuous improvement.
• Participates in business planning activities including the development of business case submissions and support of service improvements, operational strategies and coordinates service design engagement processes.
• Conducts user and industry research and gathers insights to inform decisions and service improvements, contributing to data-driven, evidence-based design processes.
• Intr…