Coordinator, User Experience

City of Ottawa / Ville d’Ottawa; Ottawa; On-site; CAD 85,000 - 105,000; Full time

Job summary

An established industry player is seeking a dynamic professional to enhance client experiences through strategic web-based solutions. This role involves collaborating with various departments to optimize the use of technology in delivering city services. The successful candidate will leverage their extensive knowledge of web technologies and project management to support operational frameworks and improve client satisfaction. Join a forward-thinking team dedicated to innovation and excellence in public service, where your contributions will make a significant impact on the community's access to essential services.

Qualifications

• 5+ years experience with web-based technologies and tools.
• Ability to conduct research and analyze data for decision making.
• Strong organizational skills and flexibility in a dynamic environment.

Responsibilities

• Support strategic planning for web technology developments.
• Provide expert advice on best practices for web-based tools.
• Monitor and evaluate effectiveness of web-based solutions.

Skills

Web-based technologies

Project management

Analytical skills

Communication skills

Customer service orientation

Education

4-year university degree in Communications

4-year university degree in Computer Science

4-year university degree in Business Administration

Tools

Microsoft Office

Job description

Requisition ID: 17319

Department: Finance and Corporate Services Dept.

Service: Service Ottawa

Branch: Digital Service and Special Projects Branch

Employment Type: 1 Full-time Temporary-Until the end of the current year.

Work Hours: 35.00hours per week

Affiliation: CIPP

Salary Information: $85,947.68- $104,577.20 annually (2025 rates of pay)

Location: 100 Constellation, Nepean

City: Ottawa, ON

Job Category: Information Technology

Application Close: 12/05/2025

Job Summary

The mandate of ServiceOttawa is to achieve better outcomes for Ottawa residents and businesses when they access City services, by providing a consistent and positive client experience across multiple channels with a focus on Service Excellence. The Web Services team supports the City by enabling the strategic use of web services, tools and technology, knowledge, processes and practices to support an on-line, self-service channel for residents.

You are responsible for supporting the strategic and business planning activities of the branch/department, in collaboration with Information Technology Services (ITS), regarding web technology developments for the strategic use of web-based tools, technologies and approaches to support corporate business needs and to meet client expectations. You assist clients in the development of operational frameworks for the use of web-based tools, technologies and approaches by reviewing business plans and directions, assessing business needs and improving the effectiveness of business operations through web-based solutions. You also provide expert advice and support to clients on how to incorporate best practices and standards, to achieve maximum efficiencies and to optimize customer satisfaction for finding and retrieving City information and services online.

In addition, you support the use of web-based tools, processes and approaches, and monitor and evaluate their effectiveness to manage organizational priorities and user experiences.

Education And Experience

Completion of 4 year university degree in Communications, Computer Science, Business Administration or related field

Minimum of 5 years of progressively responsible experience directly related to the strategic use of web-based technologies, tools, platforms and approaches to meet corporate business needs and client expectations.

Experience may include:

• work in a large multi-site public organization
• web-based communications project management
• research, analysis, auditing, reporting, performance measurement
• operational/strategic and business planning, business process design and/or change management
  
  
  
  

KNOWLEDGE

• Possess general knowledge of the Corporation, departmental business requirements, policies and organizational structure, and legislative environment of the work location
• Web-based technologies, tools, platforms and approaches to meet corporate business needs, with expertise in their use by governments
• Working knowledge of web 2.0 technologies, social media tools, and government 2.0 approaches and applications
• Knowledge and understanding of business processes and business systems of Service Ottawa
• Strategic planning processes
• Project planning and management
• Monitoring, evaluation, performance measurement and cost-benefit analysis
• Organizational change and development
• Business analysis practices, techniques and report writing
• Techniques for program design, development, implementation and evaluation
• Research, surveying, data collection and analyses methodologies
• Policy development, implementation and evaluation techniques
• Knowledge of Microsoft Office and computer software applications specific to the work location
• Knowledge of applicable health and safety legislation, including the rights and duties of workers.
  
  
  
  

Competencies, Skills And Abilities

• Ability to work independently, cooperatively and collaboratively with all staff as part of a team
• Possess organizational skills and flexibility to plan, initiate, organize and prioritize own work, in an environment of evolution and rapid change, and to balance multiple demands, conflicting priorities, and pressures
• Ability to provide technical leadership to plan, lead, coordinate, implement and manage projects to completion
• Ability to conduct research/reviews, compile/analyze issues/data, make judgments on the interpretation of issues/data, and formulate recommendations
• Possess excellent consultative, collaboration and interpersonal skills and the ability to persuade/influence others and to bring conflicting points of view to consensus
• Possess strong evaluation, analytical and problem solving skills and the ability to make decisions
• Possess strong assertive verbal and written communication, presentation and report writing skills
• Possess strong computer skills in the use of advanced web-based technologies, tools and approaches; and desktop computer skills
• Possess strong personal networking skills, in both face-to-face and virtual environments
• Demonstrate leadership and initiative
• Innovative and able to demonstrate a results-oriented approach to problem solving
• Demonstrate sound judgement
• Flexible and adaptable to deal with shifting priorities
• Customer service oriented with ability to display tact and diplomacy
• Possess a work record of good attendance and job performance
  
  
  
  

What You Need To Know

• Language Requirement: English oral, reading, writing
• Police Record Check: The successful candidate will be required to complete a Criminal Records and Judicial Matters Check with the Police Services detachment in their jurisdiction to the City of Ottawa’s satisfaction.; Police record checks completed by a third-party company will not be accepted.
• Experience and formal training combined with demonstrated performance and ability may substitute for stipulated academic requirements.
• Please save a copy of the job poster. Once the closing date has passed, it will no longer be available.
  
  
  
  

We wish to thank all applicants for their interest and effort in applying for this position. Only candidates selected for interviews will be contacted.

The City of Ottawa promotes the principles of diversity and inclusion and adheres to the tenets of the Canadian Human Rights Act and the Ontario Human Rights Code. We encourage applications from members of Indigenous, Black and other racialized communities, persons with disabilities, women and non-binary persons, persons of all ethnic origins, religions, sexual orientations, classes, gender identities and expressions.

Candidates are encouraged to self-identify as a member of one or more designated employment equity groups in the self-identification questionnaire.

The City of Ottawa provides accommodation during all parts of the hiring process, upon request, to applicants with disabilities. If contacted to proceed to the selection process, please advise us if you require any accommodation.

Accessible formats and communication supports are available upon request. Please contact the HR Service Centre (email: [e-mail]) at 613-580-2424, extension 47411 HR Service Centre at 613-580-2424, extension 47411.