Customer Experience (CX) Lead 0364-0115
Customer Experience (CX) Lead 0364-0115
Posted on :
30-07-2025
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1 Vacancy
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Job Description
HM Note: This hybrid contract role is three (3) days in office. Candidates resume must include first and last name email and phone contact information.
This is not a UX Role.
This is not a Customer Service role.
Description
Background Information
We are seeking a Customer Experience (CX) Lead to drive customer-centric improvements through research-driven 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 insightsincluding those from diverse groups such as patients providers and system usersinform product roadmaps service design and digital transformation strategies.
Must haves:
- 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.
Responsibilities:
- Support the development and execution of Ontario Healths CX strategy ensuring a seamless experience across all touchpoints. Identify opportunities and advocate for user experience improvements as a CX subject matter expert.
- 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 Healths digital assets.
- Advocate for Ontario Healths digital products and services driving adoption among healthcare providers patients and caregivers.
- Engage with C-Suite executives the Ministry of Health and key stakeholders addressing concerns and aligning CX initiatives with broader healthcare system goals.
- Provide expertise in developing and executing strategic plans ensuring alignment with organizational objectives.
Desired Skills:
- Experience working in a health care setting and/or with digital health solutions
- Experience working in the public sector
Required Skills:
- Extensive experience in Customer Experience (CX) and Experience Management.
- Strong collaboration and communication skills Ability to manage competing priorities and meet deadlines. Skilled at advocating for CX research and influencing stakeholders at all levels. A team player with a reputation for building strong working relationships.
- Design Thinking and amp; Co-Design Expertise in applying human-centred design principles to solve complex healthcare challenges ensuring digital solutions are developed with and for users.
- User Research and amp; Data Proficient in qualitative and quantitative research methods data collection analysis and insight generation. Ability to work with large datasets (Power BI Excel) and apply deep empathy to design solutions that address patient and provider needs. Proficiency in thematic analysis and delivering insight reports with prioritised recommendations to drive product design decisions and roadmaps.
- User Segmentation and amp; Persona Development Experience in segmenting users based on demographics behaviours and preferences to tailor service design and CX strategies. Skilled in creating personas to guide decision-making.
- Journey Mapping and amp; Service Blueprinting Ability to map customer journeys identifying key touchpoints pain points and opportunities for improvement. Skilled in developing service blueprints to optimise workflows and service delivery.
- CX Workshop Facilitation and amp; User Interviews Expertise in planning and leading CX workshops user interviews and surveys engaging diverse internal and external stakeholders to gather insights drive collaborative problem-solving and generate actionable outcomes.
- and nbsp;Autonomous and amp; Strategic Thinking Strong analytical strategic and critical thinking skills. Ability to work independently within broad policies making informed decisions and escalating only complex or non-routine issues.
Required Experience / Evaluation Criteria: and nbsp; and nbsp;
- 8 years of related work experience in Customer Experience (CX) and Experience Management.: 40 Points
- Minimum 5 years of experience in qualitative and quantitative research including user interviews surveys and workshops to inform CX strategies. Proven ability to create CX artifacts such as journey maps service blueprints ecosystem maps and personas.: and nbsp;30 Points
- Minimum 5 years of experience in facilitating CX workshops co-design sessions and stakeholder interviews.:15 Points
- Strong communication skills demonstrating strength in presentation skills verbal written active listening conflict resolution and stress tolerance.: 15 Points
Total Capabilities Evaluation Criteria: 100 Points
Deliverables
Deliverables:
- Develop and implement research plans to gather insights into customer behaviours needs and pain points using methods such as surveys interviews focus groups or other.
- Conduct and document user research including customer interviews workshops and focus groups to uncover deep insights into customer needs behaviours and expectations.
- Support VoC programs by managing feedback channels to measure experience and track satisfaction using metrics such as NPS CSAT CES and sentiment analysis translating CX data into actionable insights.
- Create and refine customer journey maps (current and future state) to visualize customer experiences highlight pain points and identify opportunities for improvement.
- Develop and/or contribute to service blueprints that map customer interactions across backend processes systems and teams identifying inefficiencies and opportunities for improvement.
- Create ecosystem maps to illustrate stakeholder relationships systems and touchpoints that impact the customer experience.
- Analyze and synthesize CX data producing insights reports that integrate qualitative and quantitative findings including thematic analysis and survey results to inform business decisions.
- Translate complex data and customer insights into compelling stories to drive empathy alignment and decision-making across teams.
Knowledge Transfer Details:
- The resource will ensure full knowledge transfer is provided to the Ontario Health team before end of engagement. Some of this might occur at the end of the engagement but will also be shared as information is obtained/consolidated. Key deliverables will be shared with team.
- The resource must provide all related documentation as part of Knowledge transfer protocol. Documents will be reviewed by the appropriate leads and signed off by manager/director.
- The resource will work collaboratively with the Ontario Health team throughout the assignment and ensure key deliverables milestones and documentation are shared.
- A walkthrough of any demos development etc. will be required before the end of the engagement.
and nbsp; and nbsp;
Must Haves: and nbsp;
- 8 and nbsp;years experience and nbsp;in Customer Experience (CX) and Experience Management strategies methodologies and best practices. and nbsp;
- and nbsp;5 and nbsp;years experience and nbsp;in creating CX artifacts including Personas Empathy Maps Service Blueprints Customer Journey Maps and workflows. and nbsp;
- 5 and nbsp;years experience and nbsp;facilitating workshops and conduct stakeholder interviews. and nbsp;
- 5 Knowledge of survey design including developing effective survey questions. and nbsp;
- 5 Strong knowledge of service design principles. and nbsp;
and nbsp; and nbsp;
HM NOTE:
- THIS IS NOT a UX role. and nbsp; and nbsp; and nbsp;
- THIS IS NOT a customer service role and nbsp;
- Public Sector Experience is and nbsp;Preferred and nbsp;
Employment Type
Full Time
Key Skills
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