Position:
UX/UI & Customer Journey Mapping Specialist
Job Description
We are seeking a UX/UI & Customer Journey Mapping Specialist to support a public-sector service transformation initiative focused on improving customer experience, operational efficiency, and service consistency across regulatory and non-regulatory services.
The UX/UI Specialist will be responsible for leading customer journey mapping, user research, service design, and UX analysis activities, working closely with project leadership, Lean process improvement specialists, and client stakeholders. The role involves translating customer and stakeholder insights into practical, implementable service and UX improvements that align with regulatory requirements, accessibility standards, and organizational constraints.
The UX/UI Specialist will contribute to discovery, analysis, design, and validation phases of the engagement, ensuring that proposed solutions are customer-centred, operationally feasible, and supported by effective change management.
Roles and Responsibilities
· Lead end-to-end customer journey mapping activities for selected services and processes, including current-state and future-state journeys.
· Plan and conduct user research activities such as stakeholder interviews, customer interviews, workshops, surveys, and usability reviews.
· Collaborate with Lean process improvement specialists to align customer journey insights with process mapping, value-stream analysis, and improvement opportunities.
· Translate research findings into UX requirements, service design concepts, and experience principles.
· Develop UX artifacts such as journey maps, service blueprints, wireframes, low-fidelity prototypes, and service flow diagrams, as required.
· Facilitate co-design and validation workshops with internal stakeholders and users to test assumptions and refine proposed solutions.
· Apply human-centred and inclusive design principles, ensuring alignment with public-sector accessibility and usability standards.
· Support the development of implementation roadmaps by identifying experience-driven requirements, dependencies, and sequencing considerations.
· Contribute to change-management activities by supporting communication materials, training inputs, and adoption strategies related to new or improved services.
· Document findings, recommendations, and design decisions in a clear and structured manner suitable for executive and stakeholder review.
Qualifications and Skills
Top Skills Required
· Minimum 5 years’ experience in UX design, service design, or customer experience consulting.
· Demonstrated experience in customer journey mapping and service design for complex, multi-stakeholder services.
· Strong qualitative research skills, including interviews, workshops, and synthesis of user insights.
· Ability to translate research and design insights into practical, implementable improvements.
· Experience facilitating workshops with cross-functional and non-technical stakeholders.
Other Skills Required
· Undergraduate degree in Design, Human Factors, Psychology, Business, Public Administration, or a related field, or equivalent professional experience.
· Strong communication and documentation skills.
· Experience working collaboratively with project managers, process improvement specialists, and change-management practitioners.
· Familiarity with Lean, Agile, or continuous improvement environments is an asset.
· Ability to work effectively in a structured, governance-driven public-sector context.
Assets
· Experience supporting public-sector, regulatory, or government organizations.
· Experience with service transformation, workflow redesign, or digital service enablement initiatives.
· Knowledge of accessibility standards (e.g., WCAG) and inclusive design practices.
· Experience supporting change-management and adoption initiatives.
· Bilingual in both official languages (English and French) is an asset.
Job Requirements
· Ability to work in a collaborative, multi-stakeholder environment.
· Availability to participate in workshops, interviews, and working sessions (in-person or virtual as required).
· Compliance with applicable client security and confidentiality requirements.
Location
Remote and/or hybrid, Greater Toronto Area or client site as required.
