Sr. Service Design Specialist (Public Sector Infrastructure) (Canadian Based)

Description:

We are seeking two Service Designers, both with senior-level experience (5+ years), to join the Information Management Branch (IMB) within a Ministry of Transportation and Transit (MoTT) Contract.

The ideal candidates will apply a human-centred, evidence-based approach to modernize the ministry's Geotechnical Instrumentation Automation Program. You will collaborate with project sponsors and regional staff to move away from fragmented, consultant-managed monitoring workflows toward a coordinated, ministry-led operating model for tracking geotechnical hazards such as landslides.

The project utilizes a Service Design (SD) approach focused on discovery and modernization. It involves deep analysis of how monitoring data is collected in the field, transmitted, stored, interpreted, and acted upon; identifying gaps in data collection and in tools and technology; and defining future state opportunities to support iterative work in an Agile team environment.

Responsibilities:

• Phase 1: Alignment and Planning
• Develop a comprehensive workplan, stakeholder map, and research and recruitment plan.
• Create interview guides to define problem areas and identify internal/external users and stakeholders.

• Collaborate with IMB Service Design resources and project sponsors to align on discovery goals and timelines.

• Phase 2: Discovery Research

• Conduct desk research and jurisdictional scans on how other jurisdictions collect, store, and maintain monitoring data.

• Conduct virtual user research with regional staff and other key stakeholders; process mapping; analysis.

• Document themes, insights, and research findings, and present them to project sponsors.

• Draft initial artefacts including journey maps, personas, and current and future state process maps; maintain an ongoing opportunity log.

• Phase 3: Opportunities and Recommendations

• Facilitate workshops to identify and prioritize future state opportunities.

• Develop user stories and an initial system functionality/requirements list.

• Finalize service blueprints, personas, journey maps, and process maps, and provide hand-off to Ministry service design staff for future iterative work.

Additional Responsibilities:

• Stakeholder Engagement:
• Facilitating workshops and presentations for project teams and sponsors.

• Providing regular updates on research themes and insights throughout each phase.

• Strategic Analysis:

• Assessing whether currently collected data is fit for purpose for risk-informed decision making, alerting, and long-term asset performance tracking.

• Identifying metrics to measure success (e.g., reduced data error rates, less redundancy in collection, improved timeliness and alert reliability, reduced reliance on consultant-managed workflows).

• Providing clarity on product ownership and stewardship, aligned to the Ministry's data strategy and security requirements.

• Recommending tools and technology solutions to bridge identified gaps.

Remote Work Options

This work can be completed fully remotely; however, availability must align with Pacific Time business hours (8:30 a.m. to 4:30 p.m.). No travel is required — user research is conducted virtually.

Preferred Qualifications:

• Extensive experience in Service Design and User Experience (UX) Design, with senior-level delivery in the last five years.
• Demonstrated experience leading discovery with complex stakeholder groups, ideally in large-scale public sector organizations.
• Demonstrated expertise in:
• User Research (recruitment, interviews, synthesis).
• Process Mapping and Design (current vs. future state).
• Facilitation of workshops and stakeholder alignment sessions.
• Data Analysis and Needs Assessment.
• Change Management principles.
• A portfolio of recent service design outputs — service blueprints, journey maps, personas, research synthesis, opportunity logs.
• Experience with geotechnical monitoring, instrumentation, sensor/telemetry data, or related domains is preferred but not required.
• Ability to work within an Agile team environment and hand off cleanly to internal staff.