Job Description & How to Apply Below
The purpose of this request is to acquire a resource to support and deliver assigned CX/UX activities and artifacts across one or more Pb4P work streams, working under the direction of CX/UX Leads and/or Senior Managers. The resource will collaborate with users, business, clinical, product, change management, technical and vendor partners to gather qualitative and quantitative insights, validate workflows and support user-centred product and service design outcomes that help reduce administrative burden for clinicians and health care providers.
Required:
Experience developing research plans and supporting participant recruitment, including defining research objectives, methods, participant criteria, screeners, scheduling, discussion guides, consent/privacy materials and honorarium management
Experience conducting CX/UX research, including user interviews, usability testing, heuristic evaluations, surveys and secondary research
Strong ability to synthesize qualitative and quantitative research findings into clear, prioritized and actionable insights, themes, pain points, risks and opportunities
Significant hands-on experience translating research insights and requirements into user-centred UX/UI designs for complex web-based applications, including information architecture, task flows, wireframes, clickable prototypes and high-fidelity mockups
Proven experience applying Customer Experience and Service Design approaches, including the development of personas, journey maps, service blueprints, ecosystem maps and current- and future-state user flows
Strong workflow and task-flow analysis skills, including the ability to work with business, product, clinical, technical and vendor stakeholders to identify pain points, validate assumptions, assess solution feasibility and translate findings into practical improvement opportunities.
Experience designing inclusive, accessible digital services that meet AODA and WCAG 2.1 Level AA expectations across research, prototyping, usability testing and UI review activities
Experience working with UI guidelines, design systems, reusable components, pattern libraries and accessibility standards in Figma, Adobe XD or equivalent tools
Strong written, verbal and facilitation skills, including the ability to support or facilitate remote workshops and produce clear, decision-ready documentation for product teams, leadership and partners
Ability to liaise effectively with cross-functional leads from business, product, clinical, technical, communications, change management and support teams
Ability to work independently with some direction from CX/UX Leads while managing ambiguity, competing priorities, risks, assumptions and dependencies
Responsibilities:
Work under the direction of the UX/CX Senior Managers, and collaborate with Experience Leads and cross-functional partners to support experience design priorities, research activities and delivery across assigned work streams.
Partner with business, product, clinical, change management, technical and vendor teams to understand user needs, service context, business goals, technical constraints and implementation considerations
Plan, coordinate and support CX/UX research activities, including stakeholder and user interviews, usability testing, surveys, heuristic evaluations and secondary research.
Coordinate participant recruitment inputs, screeners, consent materials, schedules and logistics for research and validation activities.
Support workshop planning, facilitation and documentation, including preparation of materials, activities, outputs and follow-up actions.
Synthesize qualitative and quantitative research findings into clear insights, experience opportunities, risks, assumptions for validation and prioritized recommendations.
Document current- and future-state workflows, user flows, task flows and service blueprints at appropriate audience levels to identify pain points, gaps, risks and improvement opportunities
Translate research insights and requirements into practical design outputs, including information architecture, wireframes, prototypes, UI content, mockups and interaction patterns.
Support iterative product and service design by validating workflows, assumptions, usability, solution feasibility, and artifact readiness and approvals with SMEs and cross-functional partners, and incorporating feedback into design outputs
Collaborate with communications, change management and training partners to ensure user-facing materials reflect research insights…
Position Requirements
7+ Years
work experience
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