Join our team as a Customer Experience (CX) Lead to drive Ontario Health’s digital transformation through research-driven, customer-centric strategies. You'll lead the creation of CX artifacts—journey maps, personas, blueprints—and guide service design initiatives across digital health programs. With 8+ years' experience in CX and 5+ years in qualitative research, workshop facilitation, and survey design, you’ll translate insights into actionable strategies that improve healthcare experiences. Strong communication, service design, and stakeholder engagement skills are essential. Ideal for strategic thinkers passionate about improving patient and provider journeys. Hybrid role: 3 days onsite / 2 remote. Public sector experience preferred.

 

Description
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) 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.

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 Health’s 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 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 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 & 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 & 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 & 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 & 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 & 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.

·      Autonomous & 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:  

·      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.: 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.

Additional Terms
Term: The term of this position is 125 Business Days, with an option to extend for an additional 125 days at Ontario Health's discretion. The resource will comply with Ontario Health policies and procedures. Ontario Health assets including laptops and related equipment cannot be removed from the province of Ontario without prior written approval from Ontario Health.

Assignment Type: This position is currently listed as "Hybrid". The resource under this request will be required to work onsite as per Hiring Manager sole discretion.

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.

Must Haves:

8+ years experience in Customer Experience (CX) and Experience Management strategies, methodologies, and best practices.
 5 + years experience in creating CX artifacts, including Personas, Empathy Maps, Service Blueprints, Customer Journey Maps and workflows.
5 + years experience facilitating workshops and conduct stakeholder interviews.
5+ Knowledge of survey design, including developing effective survey questions.
5+ Strong knowledge of service design principles.
 
NOTE - THIS IS NOT a UX role.  

THIS IS NOT a customer service role

Location: Hybrid – 3 days onsite/2 days remote

Public Sector Experience: Preferred

# of submissions/supplier: 1