Cx Lead

**Job Title**

CX Lead - Healthcare - Contract

**Vacancy No**

VN8452

**Company Name**

Compugen Inc

**Work Location**

Toronto, ON

**Base Pay Range**

To be discussed during the recruitment process

**Job Details**

**About Compugen**: Compugen is Canada's largest privately-owned Technology Ally. To innovate industries, transform businesses, connect communities, and drive meaningful change, we must think bigger, reach broader, and act bolder. Through knowledge, curiosity, and collaboration, Compugen helps organizations delivering experience by design. This is what it means to be human-centered and technology-enabled.

Dreaming, designing, and delivering isn't just a mantra for us — it's a way of life. We believe that technology is the conduit, but our people - they are the connection that truly makes the magic happen
**Our Culture**: We are a human-centered culture where we prioritize your well-being and are invested in helping you reach your fullest potential. We're not only focused on achieving our goals — we're dedicated to helping you achieve yours.

If you're relentlessly curious, driven to make a difference, and collaborative at the core, then you belong with us.
**Position Overview**: We are seeking a Customer Experience (CX) Lead to drive customer-centric improvements through research-driven insights. In this role, you will lead CX initiatives, working closely with cross-functional teams to develop key artifacts such as user research, personas, journey maps, and experience blueprints to enhance the overall customer experience. Your work will uncover opportunities to improve the current experience and shape a customer-centric future state. As a CX Lead, you will ensure that customer insights—including those from diverse groups such as patients, providers, and system users—inform product roadmaps, service design, and digital transformation strategies.
- **Key Responsibilities**:

- Expertise in Customer Experience (CX) and Experience Management strategies, methodologies, and best practices.
- Strong knowledge of service design principles.
- Proven experience in creating CX artifacts, including Personas, Empathy Maps, Service Blueprints, Customer Journey Maps and workflows.
- Ability to facilitate workshops and conduct stakeholder interviews.
- Strong analytical skills, with the ability to translate quantitative and qualitative data into actionable insights.
- Advanced PowerPoint skills for creating effective, professional presentations.
- Excellent communication and presentation abilities, with experience in stakeholder management.
- Knowledge of survey design, including developing effective survey questions.
- Expertise in CX metrics (e.g., NPS, CSAT, CES) and experience with analytics tools.
- Strong project management and organizational skills.
- Experience using digital whiteboarding tools (e.g., Mural, Miro) for remote CX design, research, and workshop facilitation.
- Expertise in managing closed-loop feedback processes to ensure customer feedback is acknowledged, addressed, and integrated into continuous improvement.
- Lead and execute CX-related projects, overseeing large-scale initiatives or multiple medium-sized efforts.
- Approach complex and ambiguous scenarios in a structured manner, enabling meaningful analysis to uncover root causes and generate material insights.
- Lead customer journey mapping, integrating multiple data sources to identify pain points, gaps, and opportunities for improvement.
- Support workflow mapping activities to visualize current and future-state processes that impact the customer experience. Collaborate with business teams to ensure workflows align with service blueprints and customer journey insights.
- Present CX insights and findings to leadership and stakeholders, delivering compelling, creative, and audience-tailored insights through visually engaging reports and presentations that drive action and foster trust-based relationships.
- Refine feedback loops and Voice of Customer (VoC) initiatives, enhancing customer satisfaction and informing product and service improvements.
- Conduct qualitative and quantitative research, including user interviews, to uncover customer needs, behaviours, and motivations, leveraging a variety of research methods to optimize the customer experience.
- Collaborate with product owners and cross-functional teams, ensuring CX insights shape product roadmaps and service design.
- Identify risks, issues, and opportunities, providing data-driven recommendations to leadership.
- Facilitate CX workshops, engaging stakeholders to foster collaboration, problem-solving, and service improvements.
- Promote digital-first standards, processes, and toolkits, enhancing accessibility and usability across Ontario Health’s digital assets.
- Advocate for Ontario Health’s digital products and services, driving adoption among healthcare providers, patients, and caregivers.
- Engage with C-Suite executives, the Ministry of Health, and key stakeho