Cx Researcher

2 weeks ago

Toronto, Ontario, Canada OLG Full time
CX Researcher

GAME ON - OLG needs you


We've said GAME ON, and we mean it - OLG is rapidly transforming its organization to better serve Ontarians by delivering great gaming experiences through our digital, retail lottery, and land-based casino channels.

In our fiscal year alone, OLG delivered over $2.3 billion in net profit to the Province of Ontario.

OLG is now expanding our horizons even further, with a new strategic direction, to become a world class gaming entertainment leader with a globally admired digital platform.


We are ready to take this game to the next level and need a passionate CX Researcher who is an expert in the methodologies of customer research to ensure the product backlog is informed by accurate and timely insights based on customer needs and preferences.

This includes developing and managing the user research plan and execution of research related tasks (e.g., conducting panel studies, surveys, interviews).

CX Researchers will be effective at designing and executing on research activities that enhance the end-to-end digital experience for our customers.


YOUR ROLE IN THE GAME
Reporting to the Sr Manager, Customer Research & Insights within the Digital Customer Experience & Digital Communications department, you will be empowered to:

  • Drive world-class digital gaming experiences to Ontario_
  • Inform the development of the digital experience strategy through supporting customer research and by identifying key product features and requirements
  • Weave insights from fundamental knowledge of the business and category into product design strategies
  • Provide reporting on the competitive landscape for inspiration and generate design ideas that can be utilized to support the product design process
  • Identify and implement optimal research methodologies given the overarching research strategy and individual problem being explored
  • Lead the design and execution of research activities endtoend_
  • Coordinate user research utilizing methods such as remote usability testing, A/B testing, 1:1 interviews, unmoderated & moderated testing, semistructured interviews, rapid contextual inquiries etc.
  • Actively manage relevant stakeholder groups throughout the research process (i.e., marketing, designers, finance, and procurement) to ensure timely and costeffective delivery of intel
  • Work together with other Researchers on large scale projects including inhouse research projects (e.g., moderated 1:1 interviews) and managing third party research projects.
  • Be responsible for achieving research objectives within the constraints of time and budget timelines
  • Be the voice and champion of the customer_
  • Partner with Product Owners, Product Designers, Analytics Leads and Developers (amongst others) to lead through the understand, design and test phases of the product development lifecycle
  • Embody a customer obsessed mindset and advocate as the voice of the customer in the product team structure

WHAT YOU NEED TO PLAY

  • Experience:_ 12 years of relevant experience designing, conducting, and analyzing Customer/UX research activities with customer facing product(s) or experiences. Experience as a customer/user research lead on an Agile team or demonstrates willingness to learn a new delivery mode. Ability to effectively communicate qualitative data into actionable UX goals or CX strategies. Familiarity with design and prototyping tools and technology, such as Figma & Invision, is a plus.
  • Communication and

Persuasion Skills:

_ can confidently present back research criteria and insights using succinct clear language to the lab team in the facilitation of working sessions and presentations.


  • Conceptual Thinking:_ strong conceptual thinker with ability to translate abstract ideas/complex concepts into clear artifacts to inform direction and iterate on them in a fastpaced environment. Applies and demonstrates knowledge of best in practice principles.
  • Collaboration & Fun:_ Inclusive and collaborative work style while creating fun and excitement in our work. Delivery focused with strong planning and execution skills.
  • Integrity and Trust_: Do what's right and operate with transparency and openness.
PERKS OF JOINING OUR TEAM- Part of a

Bigger Picture:
socially responsible company that gives back all its profits to the province and people of Ontario- Flexible Work Environment: to help balance both work and life- You Matter: family friendly work practices and remote work- Freedom to Innovate: supports new and better ways to be successful- Be your

Authentic Self:
environment that values diversity as a source of strength-
Learning Galore: 24-7 access to robust online learning programs- Public Service Pension Plan: participate in a major defined benefit pension plan sponsored by the Government of Ontario- Variable Pay Program: performance-based incentives to share in our success (Permanent OLG Employees Only)

Learn about OLG - GAME ON

OLG's purpose is to contribute to a better Ontario by deliveri

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