CX Specialist - Senior

Background Information:

• The Patients Before Paperwork (Pb4P) initiative is a comprehensive program aimed at reducing the administrative burden on Primary Care Providers in Ontario through the use of digital tools and processes. This initiative supports both new and existing digital health projects that work together to minimize traditional paper-based workflows, such as faxing referrals and prescriptions, writing clinical notes and manually completing forms.
• We are seeking a Customer Experience (CX) Senior Specialist to enhance customer experiences through research-driven insights. In this role, you will work closely with team members such as the CX Lead and CX Advisor to develop key CX artifacts including user research, personas, journey maps, and experience blueprints that drive meaningful improvements. Your contributions will help identify opportunities to optimize the current state and shape a customer-centric future state experience as part of our digital transformation efforts.

Responsibilities:

• Support the execution of Ontario Health s CX strategy, ensuring a seamless experience across all touchpoints.
• Help develop and refine CX artifacts, including personas, empathy maps, ecosystem maps, service blueprints, and journey maps, to visualize the end-to-end customer experience and uncover areas for enhancement.
• 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.
• Support qualitative and quantitative research, including user interviews, focus groups and surveys to gather insights on customer behaviours, motivations, and pain points.
• Help synthesize and communicate CX insights and findings to stakeholders, supporting data-driven decision-making and experience improvements.
• Assist in coordinating and supporting CX-related projects, contributing to large-scale initiatives or multiple medium-sized efforts.
• Identify and escalate risks, issues, and opportunities, providing research-backed recommendations.
• Lead the coordination of CX workshops, identifying participants, organizing logistics, assisting in facilitation, and ensuring insights are captured effectively.
• Assist in service blueprinting, mapping frontstage and backstage interactions, workflows, and dependencies to identify inefficiencies and opportunities for optimization.
• Support the development of ecosystem maps, visualizing relationships between stakeholders, systems, and touchpoints that influence the customer experience.
• Help promote Digital Service Standards, processes, and toolkits, enhancing accessibility, usability, and inclusivity across Ontario Health s digital assets.

Desired Skills:

• Experience working in a health care setting and/or with digital health solutions
• Experience working in the public sector

Required Skills:

• Customer Experience Knowledge Strong foundation in CX principles, experience management, and human-centred design methodologies.
• Collaboration & Communication Ability to manage competing priorities, meet deadlines, and advocate for CX research. Skilled in building strong working relationships and supporting stakeholder engagement.
• User Research & Data Analysis Proficient in conducting qualitative and quantitative research, including user interviews and surveys. Skilled in synthesizing data, performing thematic analysis, and contributing to insight reports with actionable recommendations. Experience with tools such as Power BI and Excel is an asset.
• User Segmentation & Persona Development Ability to support segmentation efforts and develop personas based on demographics, behaviours, and preferences to inform CX strategies.
• Journey Mapping & Service Blueprinting Experience assisting in the development of customer journey maps and service blueprints to identify key touchpoints, pain points, and improvement opportunities.
• CX Workshop Support & Stakeholder Coordination Ability to coordinate and help facilitate CX workshops, including identifying participants, managing logistics, and documenting insights from user interviews or surveys.
• Problem-Solving & Adaptability Ability to work independently on assigned tasks, think critically, and support strategic initiatives by providing research-backed recommendations.

Required Experience / Evaluation Criteria:

• 5+ years of experience in Customer Experience (CX) and Experience Management.: 40 Points
• 3+ years of experience conducting qualitative and quantitative research, including user interviews, surveys, and workshops, to support CX strategies. Experience assisting in the creation of CX artifacts such as journey maps, service blueprints, ecosystem maps, and personas etc.: 15 Points
• Experience assisting in the creation of CX artifacts such as journey maps, service blueprints, ecosystem maps, and personas etc.: 15 Points
• 3+ years of experience supporting and coordinating CX workshops, co-design sessions, and stakeholder interviews.: 15 Points
• Strong communication skills, including presentation skills, verbal and written communication, active listening, and the ability to support stakeholder engagement and collaboration.: 15 Points
• Total Capabilities Evaluation Criteria - 100 Points

Deliverables

• User Research Coordination & Documentation Support and document customer interviews, focus groups, and workshops, synthesizing insights from multiple data sources and stakeholders. Coordinate qualitative and quantitative research efforts.
• Customer-Product Liaison Act as a bridge between product teams and customers, identifying opportunities to enhance customer satisfaction with provincial assets.
• Stakeholder Relationship Management Develop and maintain effective relationships in a complex, multi-stakeholder environment, influencing and collaborating to drive CX initiatives forward.
• Stakeholder Engagement Participate in stakeholder focus groups, supporting the delivery of project, program, and operational activities.
• Customer Journey Mapping Support Assist in creating current and future-state journey maps by synthesizing research findings to highlight pain points and opportunities.
• Service Blueprinting Support the development of service blueprints by gathering process insights and mapping customer interactions to backstage systems and operations.
• Ecosystem Mapping Support Assist in visualizing stakeholder relationships, systems, and touchpoints that impact the customer experience.
• CX Insights Synthesis Analyze qualitative and quantitative research findings, conduct thematic analysis, and compile insights into reports to inform CX recommendations.