User Experience Researcher

Resonaite; Toronto; Hybrid; CAD 125,000 - 150,000; Full time

Job summary

An innovative company is seeking a talented UX Researcher to enhance customer experiences through strategic journey mapping and service design. This role involves collaborating with cross-functional teams to develop and implement comprehensive research plans, facilitating workshops, and creating prototypes that drive user-centered design. With a focus on strategic thinking and effective communication, you'll play a pivotal role in aligning design initiatives with business objectives. If you're passionate about user experience and eager to make a significant impact, this opportunity is perfect for you.

Qualifications

• 3+ years of experience in UX research and service design.
• Expertise in journey management and research planning.
• Strong collaboration and communication skills.

Responsibilities

• Lead end-to-end service design activities and journey mapping.
• Facilitate workshops to gather insights and co-design solutions.
• Develop prototypes and customer journey strategies.

Skills

UX Research

Service Design

Journey Management

Strategic Thinking

Communication

Collaboration

Education

Bachelor's degree in Human-Computer Interaction

Bachelor's degree in Psychology

Bachelor's degree in Design

Tools

Figma

Fijam

Facilitation Tools

Job description

This range is provided by Resonaite. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

CA$52.00/hr - CA$52.00/hr

Our client is seeking a contract based UX Researcher to help mapping and improving customer journeys, working closely with design and product teams to inform decision-making and enhance user experiences.

Location: Mainly remote with occasional in office for workshops (Toronto)

Duration: 9 months to start

Responsibilities:

• Lead end-to-end service design activities, including research planning, journey mapping, blueprinting, and experience strategy.
• Help define and plan large, ambiguous initiatives, and align with senior stakeholders for buy-in.
• Facilitate workshops and stakeholder engagement to co-design solutions, gather insights, and align on key experience priorities.
• Develop prototypes, wireframes, and service blueprints to communicate concepts and validate solutions.
• Design and implement comprehensive customer journey strategies across all channels and touchpoints
• Develop and track journey-specific KPIs and metrics to measure success
• Orchestrate multi-channel customer experiences and communications
• Build and maintain relationships with senior stakeholders across Product, Engineering, Sales, Customer Experience, and Design.
• Collaborate on usability testing and iterative improvements based on user feedback and performance metrics.
• Contribute to journey management governance and process frameworks to ensure quality and scalability across projects.
• Contribute to organizational product strategy and roadmap planning.
• Estimate work to be done and collaborate with key stakeholders during quarterly planning process
• Work collaboratively with senior UX designer and senior product strategist

Requirements:

• 3+ years of experience in UX research, service design or journey management
• Journey management: expertise in developing, mapping, monitoring and optimizing customer journeys
• Research Planning & Execution: Expertise in developing comprehensive research plans, including defining research objectives, selecting appropriate methodologies, creating timelines, and research materials such as discussion guides. Ability to align research initiatives with journey goals and organizational priorities.
• Service design: expertise in blueprinting, prototyping, co-creating, validating and implementing service moments
• Strategic project definition and management: Capability to help define, plan and lead parts of large ambiguous initiatives
• Strategic thinking: Ability to translate business objectives and research findings into actionable insights for design, service and product strategy.
• Collaboration: Excellent interpersonal skills with the ability to work effectively with cross-functional teams.
• Communication: Strong verbal and written communication skills; strong facilitation skills, comfortable presenting to various levels of stakeholders
• Tools Proficiency: Proficiency in Figma, Fijam & facilitation tools
• Education: Bachelor's degree in Human-Computer Interaction, Psychology, Design, or a related field. Equivalent experience will also be considered.

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Contract

Job function

• Job function

  Information Technology

• Industries

  Software Development

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