Service Experience Specialist

Are you passionate about designing meaningful public services that make a real difference in people's everyday lives? The Service Experience and Improvement team is looking for a dynamic, forward-thinking Service Experience Specialist to provide strategic operational support across Community Services. In this role, you will act as an internal consultant and innovation anchor, guiding project teams to reimagine how services are delivered across five diverse municipal branches. By blending human-centred design, structured continuous improvement, and robust data analytics, you will help transform complex challenges into practical, modern solutions. Working closely with leadership, front-line teams, and collaborators, you will shape high-impact, politically sensitive initiatives that directly align with community priorities. Join our team and help shape an equitable, innovative, and user-centred future for the City of Edmonton.

What will you do?

• Lead the planning, design, and execution of service experience initiatives using service design and systems thinking to align solutions with organizational priorities
• Design and execute user-research and engagement strategies, including interviews, surveys, and observational studies, to deeply understand community needs and priorities
• Apply continuous improvement methodologies and tools (e.g., Lean, Six Sigma, user experience, service design) to review business processes and identify operational efficiencies
• Conduct qualitative and quantitative research, environmental scans, and comparative municipal studies to evaluate emerging industry best practices
• Translate complex data, user insights, and policy analysis into strategic briefings, reports, and presentations for senior leadership and City Council
• Develop and lead comprehensive change management strategies, training plans, and transition frameworks to ensure operational teams successfully adopt new service solutions
• Manage project resources, timelines, and risks for high-profile and politically sensitive municipal initiatives
• Facilitate collaborative workshops and co-creation sessions with cross-functional teams, community partners, and interested and/or affected parties
• Apply data analytics and statistical modeling to optimize service delivery and support strategic policy development
• Develop business cases, implementation roadmaps, and governance frameworks for service and infrastructure initiatives
• Build stakeholder relationships and facilitate engagement activities to drive buy-in and sustain change adoption

• A University Degree or Diploma in Business Administration, Public Administration, Social Sciences, or a related field of study
• A minimum of five (5) years of progressively responsible experience managing complex, multi-faceted projects in the public sector with a strong focus on social policy, service design, or strategic business planning

Assets:

• Demonstrated experience applying continuous improvement frameworks, financial analysis, and human-centred design methods in practical workplace settings
• Proven success facilitating multi-disciplinary teams and managing projects with diverse collaborators
• Leadership and project management experience within a municipal or broader public sector environment
• Experience utilizing Google Workspace enterprise applications for collaborative planning and project delivery
• Formal certification or training in continuous improvement or process methodologies such as Lean, Six Sigma, Change Management (e.g., Prosci), or Human-Centred Design

Skills required for success:

• Strong strategic thinking and problem-solving abilities to connect big-picture vision with hands-on project execution
• Exceptional written and verbal communication skills with the ability to convey complex ideas clearly and persuasively to leadership, teams, and the public
• Strong facilitation, conflict resolution, and relationship-building capabilities to support inclusive co-creation and consensus across diverse perspectives
• High degree of adaptability, resilience, and curiosity when navigating ambiguous or politically sensitive environments
• Alignment to our Cultural Commitments and Leadership Competencies ()
• Embracing a culture of equity, diversity, reconciliation, and inclusion.

Conditions of Employment:

• Hire is dependent on Police Information Check with Vulnerable Sector Check satisfactory to the City of Edmonton, and there may be a cost associated with this requirement
• Candidates are required to hold a valid Alberta Class 5 driver’s license (or provincial equivalent) or higher. Candidates will be required to arrange their own transportation and, where appropriate, will be reimbursed in accordance with City of Edmonton policy. This may require the candidate to obtain business-use auto insurance
• Applicants may be tested

Work Environment:

• This position ​may be eligible for a hybrid work arrangement ​with ​the flexibility to work from both home and the worksite as per the Letter of Understanding between the City of Edmonton and Civic Service Union 52
• The weekly hours of work for this position are currently under review and may change at a future time. Any changes will be made in accordance with the City of Edmonton/Civic Service Union 52 collective agreement, and the incumbent will be notified in advance
• This is a public-facing role and requires engagement and interaction with diverse people from various backgrounds with different needs, expectations and emotional states

The City of Edmonton values applicants with a diverse range of skills, experiences and competencies, and encourages you to apply. We strive to provide reasonable access and accommodations throughout the recruitment process. To request an accommodation, please contact [email protected]. Learn more about our benefits

Up to 1 permanent full-time position

Hours of Work: 33.75 hours per week

Salary Range: $51.611 - $65.218 (Hourly); $90,925.680 - $114,897.810 (Annually)

Recruitment Consultant: PC/RF

Edmonton rests in the heart of Treaty Six territory in Alberta and the homelands of the Metis Nation.