Senior UX Researcher

CYNET SYSTEMS; Toronto; On-site; CAD 80,000 - 100,000; Full time

Job summary

A leading company in Toronto is seeking a User Experience Researcher to enhance customer experience through effective research and design processes. This role involves collaborating with various teams to optimize workflows and ensure compliance with standards. The ideal candidate will have extensive experience in UX research, strong analytical skills, and a proven ability to document and streamline processes. Join us to make a significant impact on user experience across platforms.

Qualifications

• 8+ years' experience in UX research for websites and applications.
• Experience in planning and recruiting for user research studies.
• Experience working in healthcare settings and/or with digital health solutions.

Responsibilities

• Collaborate with CX and UX teams to analyze workflows and identify gaps.
• Document and streamline research and design processes.
• Facilitate feedback sessions and develop necessary documentation.

Skills

UX research

Process optimization

Problem-solving

Collaboration and Organization

Decision-Making

Research tools

Digital Whiteboarding Tools

Education

Professional accreditation in User Experience (UX)

Tools

Photoshop

Illustrator

Mural

Figjam

Miro

TreeJack

UserTesting

UXPin

Job description

Job Description:

Responsibilities:

• Work closely with Customer Experience (CX) and User Experience (UX) Senior Managers and Leads to collect data, analyze existing workflows, processes, and templates, and identify opportunities and gaps.
• Collaborate with key partners (Privacy, Security, Legal, Product) to determine requirements for obtaining one-time approvals for repeatable CX/UX processes.
• Formalize and document efficient, repeatable research and design processes for CX and UX teams.
• Plan and facilitate team and partner feedback sessions to ideate on solutions and assess the clarity and effectiveness of proposed processes and templates.
• Develop documentation and templates to secure necessary approvals.
• Provide regular feedback to the Senior Manager, Experience Design (UX) on progress and blockers.
• Communicate with Customer Experience teams and partners to socialize approved processes and templates.
• Perform other duties as assigned by management.

Required Skills:

• A professional accreditation or certification in User Experience (UX).
• UX research - 8+ years' experience planning and conducting research for websites and applications (e.g., comparative analysis, interviews, usability testing, focus groups, surveys), performing thematic analysis, and preparing insights reports.
• Participant Recruitment - Experience in planning and recruiting for user research studies, managing screeners, agreements, and honorariums.
• Process optimization - Expertise in documenting and streamlining workflows.
• Problem-solving - Strong analytical skills and ability to devise simple, efficient solutions.
• Collaboration and Organization - A team player with a reputation for meeting deadlines, managing priorities, and maintaining client relationships.
• Decision-Making - Proficient in strategic decision-making related to design and research operations.
• Research tools - Good understanding of research tools and software limitations and appropriate use.
• Digital Whiteboarding Tools - Experience with tools such as Mural, Miro, and/or Figjam.
• Experience working in healthcare settings and/or with digital health solutions.
• Experience in the public sector.

Required Experience:

• Experience with UX research for complex websites and applications across platforms and devices: 10 points
• Planning and conducting user research activities, including recruitment, feedback analysis, and presentation: 20 points
• Creating user flows, wireframes, prototypes, and mock-ups: 20 points
• Working in XXgnOps to identify efficiencies and implement scalable processes: 30 points
• Championing customer and user experience processes organization-wide: 10 points
• Proficiency with tools like Photoshop, Illustrator, Mural, Figjam, Miro, TreeJack, UserTesting, UXPin: 5 points
• Experience with WCAG and AODA compliance: 5 points

Deliverables:

• Research process documentation for CX and UX.
• Overarching and high-level CX/UX research processes.
• Usability testing, survey, interview, and feedback processes.
• AODA testing reports.
• Design system and process flow documentation.
• Templates for repeatable activities.
• UX and CX research plans, insights, personas, journey maps, and reports.
• Regular status reports to the Senior Manager, Experience Design.