Cx/ux Strategy Lead

2 weeks ago

Ontario, Canada Ontario Health Full time

Want to make a difference in your career? Consider this opportunity.

Health Connect Ontario (HCO) is aiming to help support Ontarians throughout their health care journey through a navigation service that guides them through Ontario’s complex health care system and directs them where to go to seek information, advice, and to provide health navigation and triage. Reporting to the Manager, Product Management & Delivery, and working closely with product and business teams, the Lead, CX/UX Strategy will ensure that HCO is following UX best practices and aligned with the Customer Experience Strategy at Ontario Health. You will be responsible for creating or consulting on CX artifacts like HCO customer journey maps and advising on CX measures like customer feedback and product usage. You will contribute to promoting quality and consistency of UX/UI designs by creating user centered, compelling and intuitive user experiences. You will develop user flows, wireframes and hi-fidelity mock-ups and prototypes to effectively communicate user interactions and design ideas.

Here is what you will be doing:
- Advises other employees on CX and UX expertise and may provide some technical leadership or guidance to others.- Performs work within general policies and with the ability to work autonomously to determine what tasks should be completed according to agreed-upon goals. Manager reviews major or non-routine tasks only.- Exercises latitude in determining objectives in support of department and project goals.- Responsible for decisions and advice that impacts immediate colleagues and possible the productivity or financial performance of the program. Results of actions may also affect related programs or stakeholders, and tactical solutions are required to correct negative consequence.- Provides service by probing current and future client needs, which requires a full understanding of possible service options to design a solution that looks beyond immediate needs and builds an ongoing relationship.-
- Identifies improvement opportunities and escalates key issues/risks to the Manager; proposes and executes solutions.- Identifies and manages risks and issues related to operational deliverables and project completion, including the identification of options for resolution and recommended course of action.- Develops creative and innovative approaches for addressing business, project, and operational service needs.

Project Delivery and Stakeholder Engagement- Consult various stakeholders, including senior leadership and sponsors, on assigned projects. Develop an understanding of project goals and ensure key user experience activities are built into project plans.- Lead design review sessions with product teams to acquire consensus, challenge teams to create a cohesive user experience, and gain approvals for product designs and features.

User Research & Customer Knowledge-
- Lead the planning, design, and facilitation of UX Research with representative customers (e.g., patients and caregivers, health care providers, health care administrative staff), working with product owners and customer support staff. Must be comfortable conducting research both remotely and in-person.- Must have the ability to establish UX Research (testing) criteria and UX Research goals, assess outcomes, and translate results into actionable UX/UI improvements within the product.- Recommend both qualitative and quantitative UX Research methodologies and tools. Produce supporting artifacts to support UX Research engagements including sketches, storyboards, and prototypes, when required.

Product Design- Translate user research, business requirements, and user requirements into streamlined Customer Journey Maps and User Flows on which to build user experience design solutions for the product.- Rationalize solutions and effectively communicate ideas and designs via Sitemaps, User Flows, Wireframes, Prototypes and high-fidelity mock-ups. Consult and guide technical developers, content writers, and QA to align with the desired user experience and specifications.- Create wireframes, mock-ups and prototypes in accordance with the UX design framework and product brand guidelines & specifications.- Ensure every piece of information and data surfaced on UI is useful and relevant to users’ needs.- Create, maintain and validate UX artifacts such as Customer Journey Maps, User Personas, User Scenarios, Information Architecture, User Flows and Prototypes.

Customer Experience Program Delivery- Develop an understanding of the Ontario government’s Digital Service Standards and supporting processes to adhere to the standard across any assigned projects or digital products.- In collaboration with other members of the Customer Experience team, understand and support a cohesive OH channel strategy that maintains a unified and simplified experience for customers across digital touchpoints.- In collaboration with other members of the Customer Experience team, define an

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