Manager, Service Experience

**Job Number** ============== : 56414 **Lead high-impact change and shape organizational strategy by championing seamless, accessible public services!** As the Manager of Service Experience, you will play a pivotal leadership role within the Communications and Business Intelligence Branch, reporting directly to the Director of Service Design. Operating within a complex public sector landscape, you will balance creative problem-solving and user-focused outcomes with operational realities and fiscal accountability. You will also mentor and empower a diverse team of professionals, fostering a culture of continuous learning, collaboration, and service excellence. You will lead service modernization efforts to ensure public offerings remain collaborative, transparent, streamlined, and forward-thinking. By championing the end-user, you will amplify the resident's voice in corporate decision-making while dismantling operational silos to deliver high-quality services for Edmontonians. **What will you do?** * Act as a strategic bridge across branches and corporate teams, seamlessly connecting service design initiatives with big-picture organizational strategy * Build a resilient, future-ready team equipped with the latest practices, competencies and tools—including AI—to drive continuous practice evolution. * Partner with operational leaders across the city to solve complex challenges through a creative, design-thinking approach * Establish the team as an empowered strategic partner to internal businesses, directly supporting business outcomes. * Drive impactful change management, communication, and engagement strategies that inspire smooth transitions, widespread adoption, and long-term success. * Translate community insights, operational contexts, and business metrics into actionable journey maps and service blueprints, delivering sustainable, scalable, and high-impact solutions for residents * Manage the unit budget with strategic foresight, ensuring maximum value and transparency in the stewardship of municipal resources **Qualifications** ------------------ : * 7+ years of progressively responsible experience managing large and complex projects * Demonstrated management and supervisory experience leading, coaching, and developing multidisciplinary teams in a large, complex environment * Demonstrated experience completing large-scale service design work, including service experience and improvement initiatives * Combinations of education and experience will be considered **Assets:** * Master’s Degree in a related field * Project Management experience in a public sector environment * Training in service design, project management, change management, and/or financial management **Skills required for success:** * Exceptional systems-thinking and strategic mindset with the ability to navigate ambiguity, complex political environments, and competing priorities * Dedication to building and leveraging a wide diversity of skills, backgrounds, and