Senior Specialist, Customer Experience
Senior Specialist, Customer Experience
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Job Description
Pour obtenir une traduction en franais de loffre demploi suivante veuillez envoyer un courriel . Les demandes seront traites dans un dlai de trois jours ouvrables et la priode de dpt des demandes sera prolonge de trois jours.
To obtain a French translation of the following job posting please email . Requests will be addressed within three business days and the application window will be extended by three business days.
At Ontario Health we are committed to developing a strong organizational culture that connects and inspires all team members across the province. Our vision is that together we will be a leader in health and wellness for all. Our mission is to connect the health system to drive improved and equitable health outcomes experiences and value. How we work together is reflected through our five values: integrity inspiration tenacity humility and care.
What Ontario Health offers:
Achieving your career goals is a priority to us. Benefits of working at Ontario Health may include the following based on employment type:
Fully paid medical dental and vision coverage from your first day
a health care spending or wellness spending account
a premium defined benefit pension plan
three personal days and two float days annually
three weeks vacation to start (for individual contributors) increasing to four weeks after two years
career development opportunities
a collaborative values-based team culture
a wellness program
a hybrid working model
participation in Communities of Inclusion
Want to make a difference in your career Consider this opportunity.
Here is what you will be doing
The Senior Specialist Customer Experience will assist in championing the portfolios vision to deliver a seamless consistent and effortless experience across every touchpoint of the customer journey for its branded digital products and services. The role will actively contribute to the creation and maintenance of CX artifacts and frameworks that visualize the current and desired future states helping key partners align on priorities and identify opportunities for improvement.
The Senior Specialist will work to inform the development of user-centric experiences ensuring a consistent and integrated customer experience for our digital health products and services that aligns with the Ontario Health brand. With a focus on delivering on the mandate to better connect and coordinate the health system improve population health and enhance patient outcomes the Senior Specialist will help enable easy seamless and equitable access to digital assets and data.
Assignments may include supporting a single large-scale complex project or multiple small- to medium-scale projects or initiatives contributing to Ontario Healths Customer Experience framework supporting the overall CX objectives.
Leads a coordinated and collaborative approach to inclusive and diverse engagement leveraging qualitative and quantitative research methods to uncover customer needs pain points and expectations. Insights gathered through interviews surveys and workshops inform the development of high-quality health care products processes and services that enhance the overall customer experience.
Here is what you will need to be successful
The Senior Specialist contributes to and promotes the adoption of Ontarios Digital Service Standard along with supporting processes and toolkits as well as customer experience (CX) policies standards and guidelines. This work enables user-centered design practices in the pursuit of building exceptional products and experiences that align with the Ontario Health brand.
Key Responsibilities
Reviews customer feedback loops at each stage of the customer journey to assess customer satisfaction and the ability to meet customer needs. Contributes to strategies that enable all digital product and service teams to deliver a consistent and improved experience. Collaborates with product owners to help inform their roadmaps with the customer journey at the center.
Creates customer experience journey maps that highlight key moments challenges and successes and supports the development of service blueprints and ecosystem maps that connect frontstage customer interactions with backstage processes systems and dependencies.
Develops future-state journey maps to identify opportunities for innovation and improved customer outcomes.
Develops and promotes CX design principles to guide consistent and user-centric decision-making across digital products and services.
Conducts research surveys and interviews to gather feedback from health care partners and uncover insights. This includes analyzing data to identify trends preferences and areas where the organization can better align its products or services with user needs facilitating workshops and documenting key partner sessions to synthesize findings into actionable CX recommendations.
Synthesizes Voice of Customer (VoC) inputs from multiple channels ensuring insights guide product and service decisions.
Conducts qualitative and quantitative research to measure the full customer experience journey reports findings and recommends updates to the Customer Experience (CX) framework.
Provides CX expertise and offers leadership or mentorship to other staff members as needed.
Delivers subject matter expertise to program projects and initiatives identifying risks issues and impacts. Liaises with cross-functional teams.
Identifies improvement opportunities and escalates key issues/risks to the Manager; proposes and executes solutions.
Managesrisks and issues related to operational deliverables and project completion identifies options for resolution and recommends a course of action.
Leads CX initiatives aimed at delivering an improved and unified customer experience for digital and virtual health products and services that strengthen the Ontario Health brand and deliver on the mandate to better connect and coordinate the health system with the goal of improving population health and patient outcomes.
Identifiescurrent and future customer needs including service options that support the customer experience.
Monitorsand evaluates market trends identifies industry best practices and technologies in customer experience and recommends new tools and techniques to improve effectiveness.
Engages with key decision-makers within Ontario Health and across the sector to establish a trusted role in delivering an exceptional customer experience for Ontario Healths products and services.
Develops a clear understanding of project goals and ensures key user experience activities are integrated intoproject plans.
Reframes Ontario Healths digital assets to emphasize usability support and value for money to increase adoption by members of the acute community and primary care sectors as well as patients and caregivers.
Education and Experience
Bachelors degree in Marketing Business Social Sciences or a related field or recognized equivalent experience.
CX designations are an asset.
6 8 years of related work experience required.
Experience and knowledge of Canadian and Ontario health care systems and governments is strongly preferred.
Knowledge of Ontario Healths legislated partners and their priorities.
Experience working with the broader healthcare and health IT sector is a strong asset.
Strategic and functional experience across customer journey mapping and profiling CX targeted marketing and segmentation complex insights and analytics interpretation.
Established experience in research methods and tools for digital experience insights and customer journey mapping such as Miro Mural Journey Designer and web traffic analytics software.
Experience with customer experience metrics and questionnaire design using Customer Effort Score (CES) Net Promoter Score (NPS) Customer Satisfaction (CSAT) and other feedback collection methodologies.
Experience with software relating to questionnaire design development and implementation and experience with tools such as Cvent MS Forms Qualtrics or other related tools.
Experience with customer satisfaction and experience tools and methodologies used to understand design and improve customer interactions and outcomes.
Experience in analyzing and interpreting a mix of qualitative and quantitative data constructing compelling narratives and providing recommendations on complex topics.
Experience with CRM (Customer Relationship Management) software such as Salesforce Microsoft Dynamics SugarCRM and others.
Knowledge of CX standards to help identify and guide opportunities throughout the product lifecycle.
Expert knowledge of digital health products and services.
Knowledge and Skills
Excellent skills to work diplomatically and collaboratively with partners who have different perspectives.
Ability to understand users needs and apply a customer-centric approach.
Proficiency with digital whiteboarding tools (e.g. Mural Miro) to support remote CX design research and facilitation.
Familiarity with CX metrics (e.g. NPS CSAT CES) and the ability to interpret and apply them to inform recommendations.
Consultation facilitation negotiation and influencing skills with the capacity to interact at the Senior Manager level and represent Ontario Health in external contexts.
Excellent communication skills including the ability to create effective presentations address questions and prepare reports proposals and position statements.
Customer-focused mindset and strong customer service ethic with experience in customer relations and customer relationship management.
Project and change management skills.
Strong leadership skills.
Ability to assess the impact of decisions usingstrategic analytical and systematic thinking skills.
Ability to perform work within general policies and to work autonomously with minimal support determining which tasks should be completed to meet agreed-upon goals.
Capacity to understand manage and communicate emotions.
Demonstrates commitment to Ontario Healths mission and values.
Ability to easily connect and relate to users and understand their needs and concerns with a high degree of empathy to comprehend emotions thoughts and feelings and create positive meaningful experiences.
High level of ability to create customer journey mapping bringing together multiple data sources and partners to create key current state journeys that identify pain points gaps and opportunities for improvement supporting the Customer Experience Strategy.
Strong ability to manipulate large complex data sets applying statistical techniques and demonstrate a working knowledge of statistical concepts.
Ability to analyze and interpret a mix of qualitative and quantitative data construct compelling narratives and provide recommendations on complex topics.
Ability to clearly and concisely articulate key messages that resonate with different audiences while fostering consensus.
Location: Ontario (currently hybrid; subject to change)
Ontario Health supports a hybrid work environment and has office locations across the province. We welcome applications from candidates residing anywhere in the province of Ontario.
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Employment Type:
Temporary (Fixed Term) Full timeContract Length:
12 Month(s)Salary Band:
Band 5External Application Deadline Date:
September 4 2025All applicants must be a resident of Ontario to be considered for roles at Ontario Health.
Ontario Health encourages applications from candidates who are First Nations Mtis Inuit and urban Indigenous; Francophone; members ofBlack and racializedgroups; 2SLGBTQIA communities; trans and nonbinary individuals;and people living with disabilities.
Ontario Health is an accessible employer and we offer accommodation in all aspects of employment including the recruitment process. If you require a disability related accommodation in order to participate in the recruitment process please email and a member of the team will connect with you within 48 hours.
Required Experience:
Senior IC
Employment Type
Full-Time
