Lead, User Experience Design

Ontario Health; Toronto; Hybrid; CAD 70,000 - 110,000; Full time

Job summary

An established industry player is seeking a Lead in User Experience Design to enhance digital products and ensure they meet user needs. This role involves collaborating with diverse teams to create intuitive and accessible user experiences. You'll leverage your expertise in user-centered design principles to translate research into actionable design solutions. Join a dynamic organization committed to health and wellness, where your contributions will directly impact the quality of care for patients and providers. If you're passionate about making a difference through innovative design, this opportunity is for you.

Benefits

Fully paid medical, dental and vision coverage

Health care spending account

Defined benefit pension plan

Three personal days annually

Three weeks’ vacation to start

Career development opportunities

Collaborative team culture

Wellness program

Hybrid working model

Participation in Communities of Inclusion

Qualifications

• 5-7 years of experience in UX or CX roles.
• Certification in UX-related fields preferred.
• Strong portfolio demonstrating UX design principles.

Responsibilities

• Translate user research into Customer Journey Maps and User Flows.
• Create wireframes, mock-ups, and prototypes for digital products.
• Lead UX research and design review sessions with teams.

Skills

User Experience Design

Wireframing

Prototyping

User Research

Agile Processes

Communication Skills

Analytical Skills

Education

Bachelor's Degree

Master's Degree

Tools

Adobe XD

Figma

InVision

Confluence

JIRA

Job description

Pour obtenir une traduction en français de l’offre d’emploi suivante, veuillez envoyer un courriel à [e-mail]. Les demandes seront traitées dans un délai de trois jours ouvrables et la période de dépôt des demandes sera prolongée de trois jours.

To obtain a French translation of the following job posting, please email [e-mail]. Requests will be addressed within three business days, and the application window will be extended by three business days.

At Ontario Health, we are committed to developing a strong organizational culture that connects and inspires all team members across the province. Our vision is that together, we will be a leader in health and wellness for all. Our mission is to connect the health system to drive improved and equitable health outcomes, experiences and value. How we work together is reflected through our five values: integrity, inspiration, tenacity, humility and care.

What Ontario Health offers:

Achieving your career goals is a priority to us. Benefits of working at Ontario Health may include the following based on employment type:

• Fully paid medical, dental and vision coverage from your first day

• a health care spending or wellness spending account

• a p remium defined benefit pension plan

• three personal days and two float days annually

• three weeks’ vacation to start (for individual contributors), increasing to four weeks after two years

• c areer development opportunities

• a collaborative values-based team culture

• a wellness program

• a hybrid working model

• p articipation in Communities of Inclusion

Want to make a difference in your career? Consider this opportunity.

TheLead, User Experience Designis responsible for aligning with a customer experience strategy while delivering the user experience (UX) of one or more digital products and making sure the resulting products and technology are usable, intuitive, and accessible to the people using them. You will be responsible for representing customer needs, delivering on customer journeys, and applying a solid understanding of user-centered design principles. The Lead should be comfortable consulting and working with diverse product teams, including working alongside program managers and clinical specialists, product managers, business analysts, developers, content writers, QA/testers, and support teams to execute on product plans and releases. The Lead should also be comfortable communicating and presenting user research and product designs to senior stakeholders and key partners.

Ontario Health’s goal is to support patients and providers throughout their health care journey and deliver consistent, efficient, and desirable customer experiences at all levels. Reporting to the Senior Manager, Experience Design, and working closely with product and business teams, the Lead, User Experience will ensure that Ontario Health products and services are following UX best practices and aligned with the Customer Experience Strategy at Ontario Health. You will be responsible for creating UX artifacts like user research plans and test reports, user flows, wireframes, high-fidelity mock-ups, and prototypes to effectively communicate user interactions and design ideas.

Here is what you will be doing:

• Translates user research, business requirements, and user requirements into streamlined Customer Journey Maps and User Flows on which to build user experience design solutions for the product.
• Rationalizes solutions and effectively communicates ideas and designs via Sitemaps, User Flows, Wireframes, Prototypes, and high-fidelity mock-ups. Consults and guides technical developers, content writers, and QA to align with the desired user experience and specifications.
• Creates wireframes, mock-ups, and prototypes in accordance with the UX design framework and product brand guidelines and specifications.
• Ensures every piece of information and data surfaced on UI is useful and relevant to users’ needs.
• Creates, maintains, and validates UX artifacts such as Customer Journey Maps, User Personas, User Scenarios, Information Architecture, User Flows, and Prototypes.
• Develops an understanding of the Ontario government’s Digital Service Standards and supporting processes to adhere to the standard across any assigned projects or digital products.
• In collaboration with other members of the UX Team, develops and maintains UX design patterns, product brand guidelines and specifications, and product UX design framework. Designs, refines, and aims to establish consistent, coherent, and accessible OH experiences across all digital products and services.
• Provides advice and expertise to other employees on CX and UX technical leadership or guidance to others. Leads project teams in design thinking activities.
• Makes decisions and provides advice that impacts immediate colleagues and possibly the productivity or financial performance of the program. Results of actions may also affect related programs or stakeholders, and tactical solutions are required to correct negative consequences.
• Provides service by probing current and future client needs, requiring a full understanding of possible service options to design a solution that looks beyond immediate needs and builds an ongoing relationship.
• Leads and provides subject matter expertise to program projects and initiatives, identifying risks, issues, and impacts.
• Identifies improvement opportunities and escalates key issues/risks to the Manager; proposes and executes solutions.
• Leads design review sessions with product teams to acquire consensus, challenges teams to create a cohesive user experience, and gains approvals for product designs and features.
• Leads the identification and definition of who is the customer. Acts as the subject matter expert and advocate for ‘the customer’ on product teams, including knowledge of customer needs, behaviours, and workflows. Produces supporting artifacts including personas and journey maps when required.
• Leads the planning, design, and facilitation of UX Research (remote and in-person) with representative customers (e.g., patients and caregivers, health care providers, health care administrative staff), working with product owners and customer support staff.
• Leads or oversees the development of user interface copy to ensure alignment with user needs and business requirements and deliver engaging, accessible, and high-quality content. Consults various stakeholders, including senior leadership and sponsors, on assigned projects. Develops an understanding of project goals and ensures key user experience activities are built into project plans.
• Identifies opportunities for change to improve processes amongst projects.
• Contributes to the implementation and optimization of DesignOps processes to streamline design and research workflows, enhance collaboration, and improve efficiency across the UX team.
• Performs work within general policies and with the ability to work autonomously to determine what tasks should be completed according to agreed-upon goals. The Manager reviews major or non-routine tasks only.
• Exercises latitude in determining objectives in support of department and project goals.
• Makes decisions and provides advice that impacts immediate colleagues and possibly the productivity or financial performance of the program. Results of actions may also affect related programs or stakeholders, and tactical solutions are required to correct negative consequences.

Here is what you will need to be successful:

Education and Experience:

• Bachelor’s or Master’s degree required.
• 5–7 years of related work experience in a UX or CX role.
• Certification or courses in UX-related fields is preferred.
• Extensive experience with wireframing, product visual design, and prototyping tools such as Adobe XD, Figma, InVision, Mural, or other similar tools.
• In-depth knowledge and understanding of responsive design practices and demonstrated experience with designing for multiple devices.
• Demonstrated expertise in AODA and accessible design standards.
• Experience with using Confluence Wiki, JIRA, or similar tools.
• Experience and understanding of User Experience Design processes and tools.
• Experience and understanding of Agile Processes in product development.
• Experience with multiple modes of UX Research such as surveys, focus groups, interviews, task analysis, contextual inquiry, card sorting, and ethnographic research.
• In-depth knowledge of User Personas, User Scenarios, User Flows, Information Architecture, and Customer Experience maps.
• Demonstrated in-depth knowledge and understanding of UX design principles, UX research methodologies, UI design, and usability guidelines through strong hands-on experience and a compelling portfolio.

Knowledge and Skills:

• Excellent communication and presentation skills to influence others, reach consensus with active listening and empathy; consult with various stakeholders, including senior leadership and sponsors; lead review sessions with product teams.
• Strong analytical and problem-solving skills to investigate and research issues, interpret information, and make minor to moderate modifications to existing procedures as needed; identify improvement opportunities; propose options for risks.
• Ability to work closely with the UX Team Lead and other members of the UX Design Team to develop compelling user experiences across OH platforms, including recommendations to present to stakeholders and making final decisions between competing designs to align with the UX vision and the long-term product roadmap.
• Ability to foster positive and effective working relationships at all levels.
• Exceptional leadership skills.
• Strong critical thinking skills.
• Strong ability to work autonomously and with a team.
• Ability to work effectively in a fast-paced environment with a high degree of change and quickly shift priorities and adapt to meeting changing requirements.
• Ability to use discretion in dealing with sensitive issues and maintaining appropriate levels of confidentiality.
• Ability to draw conclusions based on relevant standards, data, information, and personal knowledge and experience.
• Excellent emotional intelligence required to consult with and gather feedback from stakeholders, program leaders, and project team members. Includes the ability to engage with end users for research, understanding, and analysis. The ability to empathize with end users is critical.

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Location: Ontario (currently hybrid; subject to change)

Employment Type:

Permanent Full time

Contract Length:

N/A

Salary Band:

Band 6

External Application Deadline Date:

May 21, 2025

All applicants must be a resident of Ontario to be considered for roles at Ontario Health.

Ontario Health encourages applications from candidates who are First Nations, Métis, Inuit, and urban Indigenous; Francophone; members ofBlack and racializedgroups; 2SLGBTQIA+ communities; trans and nonbinary individuals;and people living with disabilities.

Ontario Health is an accessible employer, and we offer accommodation in all aspects of employment, including the recruitment process. If you require a disability related accommodation in order to participate in the recruitment process, please email [e-mail] and a member of the team will connect with you within 48 hours.