UX Researcher - Senior

Cleo Consulting; Ontario; Hybrid; CAD 80,000 - 100,000; Full time

Job summary

A leading health organization is seeking a Senior UX Researcher to enhance user experience through comprehensive research methodologies. The role involves collaborating with senior managers to document and optimize design processes, ensuring efficient operations in a hybrid work environment. Ideal candidates will have extensive UX and CX experience, strong communication skills, and a background in DesignOps.

Qualifications

• 6+ years' hands-on experience with UX and CX research methodologies.
• Proven experience with DesignOps and related processes management.
• Strong documentation and communication skills.

Responsibilities

• Collect data, analyze existing workflows, and identify opportunities.
• Formalize and document efficient, repeatable research and design processes.
• Plan and facilitate team and partner feedback sessions.

Skills

User experience (UX)

Customer Experience (CX)

DesignOps

Documentation

Communication

Problem-solving

Collaboration

Education

Professional accreditation in User Experience (UX)

Tools

Adobe Photoshop

Adobe Illustrator

Mural

Miro

Figjam

Job description

Assignment: RQ00318 - UX Researcher - Senior Requisition: RQ00318 Job Title: UX Researcher - Senior Client: Ontario Health Start Date: 2025-06-05 End Date: 2025-11-24 Department: Digital Excellence in Health Office Location: 525 University Ave, Toronto Business Days: 120.00 Location: Hybrid up to 3 days a week onsite Public Sector Experience: Preferred

Must haves:

• 6+ years' hands-on experience with User experience (UX) and Customer Experience (CX) research methodologies and activities, including interviews, personas, surveys, customer journeys, usability testing and feedback loops
• Proven experience with DesignOps (Design Operations) and related processes management and optimization
• Good understanding of User experience (UX) design process
• Extensive experience with research planning and participant recruitment
• In-depth knowledge of survey development and management
• Experience in task flow analysis, generating user flows
• Strong documentation skills
• Excellent communications skills and ability to advocate for/champion CX/UX processes
• Must be able to effectively facilitate remote workshops / design thinking session
• Ability to multitask and work within a fast-paced environment
• Experienced in Adobe Photoshop and/or Illustrator
• Experienced in Microsoft O365, including Word and Powerpoint
• Good knowledge of digital collaboration tools (Miro/Mural/Figjam or similar)

Description

About Ontario Health:

• Ontario Health was established pursuant to The Connecting Care Act, 2019 and its objectives include the implementation of the health strategies of the Ministry of Health and the management of health service needs across Ontario consistent with those strategies. For detailed information on Ontario Health, its mandate and its objectives, please go to: https://www.ontario.ca/page/ontario-health-agency.

Background Information:

• The Patients Before Paperwork (Pb4P) initiative is a comprehensive program aimed at reducing the administrative burden on Primary Care Providers in Ontario through the use of digital tools and processes. This initiative supports both new and existing digital health projects that work together to minimize traditional paper-based workflows, such as faxing referrals and prescriptions, writing clinical notes and manually completing forms. The initiative consists of 14 workstreams.
• The purpose of this request is to acquire a resource to work alongside existing Leads, User Experience Design (UX) and Customer Experience (CX) to identify and document existing DesignOps and ResearchOps processes and templates, as well as identify any process gaps that exist. Ontario Health are in the early stages of establishing a DesignOps function and have a need to formalize and document repeatable CX/UX processes to increase the speed and efficiency with which the teams can operate on Pb4P and future initiatives.

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
• Work with key partners (Privacy, Security, Legal, Product) to determine what is required to obtain 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 ideal solutions and determine the clarity and effectiveness of proposed processes and templates
• Iterate on documentation and templates to obtain any 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

Desired Skills:

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

Required Experience / Evaluation Criteria: 100 Points

• Experience with UX research for complex web sites and applications across a range of platforms and devices.: 10 Points
• Experience planning and conducting user research activities, including participant recruitment, analysing feedback and presenting findings.: 20 Points
• Experience creating user flows, wireframes (concepts), prototypes and mock-ups.: 20 Points
• Experience working in DesignOps function, identifying efficiencies in design and research operations and implementing repeatable and scalable processes.: 30 Points
• Experience with championing customer and user experience processes across organizations.: 10 Points
• Proficiency in relevant tools and software, such as Photoshop and/or Illustrator, Mural, Figjam and/or Miro (or similar whiteboarding tools) and TreeJack, UserTesting and/or UXPin (or similar research tools).: 5 Points
• Experience working with WCAG and/or AODA compliant web sites and applications.: 5 Points

Deliverables

• Deliverables include, but are not limited to:
• Create CX and UX research process documentation, including:
• Overarching CX/UX Research Process
• High-level CX Research Process
• High-level UX Research Process
• Usability Testing process
• User Survey process
• User interview process
• User feedback process
• AODA testing process
• Brand alignment and design system selection process flow
• Process delta (outstanding processes to be documented)
• Document new (or revise existing) templates for repeatable activities, including:
• UX Research Plan
• CX Evaluation Plan
• Problem Statement and Opportunity Outline
• Target Audience Identification
• Experience Vision
• CX/UX Scope of Work and RACI Matrix
• Insights Report
• User Archetypes and Personas
• Journey Maps
• User Feedback Analysis
• AODA Test Report
• Regular status reports to Senior Manager, Experience Design

Additional Terms

• The resource will comply with Ontario Health policies and procedures.
• Ontario Health assets including laptops and related equipment cannot be removed from the province of Ontario without prior written approval from Ontario Health.
• Assignment Type: This position is currently hybrid. The resource under this request will be required to work onsite as per Ontario Health's requests.