RQ00479 - UX and CX Researcher - Senior
Must Haves:
· 8+ years experience Extensive knowledge and 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
· 6+ years experience Proven experience with DesignOps (Design Operations) and related processes management and optimization
· 6+ years experience Strong documentation skills
Shortlist Date: 2025-12-30, 10:00 a.m.
Location: Up to 3 days onsite (subject to HM’s discretion)
Public Sector Experience: Nice to Have
Start Date: 2026-01-15
End Date: 2026-03-31
Department: Digital Excellence in Health
Business Days: 68.00
# of Openings: 1
Job Title: RQ-2025-009066 - UX Researcher - Senior for Patients Before Paperwork (Pb4P) initiative
Location:
525 University Ave
Assignment Type: Hybrid
Description
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. We 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.
Must haves:
· Extensive knowledge and 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 Microsoft O365, including Word and Powerpoint
· Good knowledge of digital collaboration tools (Miro/Mural/Figjam or similar)
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
Overarching CX/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
Experience Brief with 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
Term: The term of this Engagement Assignment is 68 Business Days. The Engagement Assignment may be extended for unused Business Days at Ontario Health's discretion.
The resource will comply with Ontario Health policies and procedures.
Ontario Health systems cannot be accessed from outside the province of Ontario, and 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 listed as "Hybrid". The resource under this request will be required to work onsite as per Hiring Manager sole discretion.
