Join Ontario Health as a Customer Experience (CX) Senior Specialist supporting the Patients Before Paperwork initiative. Collaborate with the CX Lead to execute research-driven strategies that improve provider and patient experiences. You'll contribute to CX artifacts like personas, journey maps, and service blueprints, and support research through interviews, surveys, and workshops. With 5+ years in CX and 3+ years in service design and stakeholder engagement, you’ll help translate insights into actionable improvements. Strong analytical, communication, and workshop coordination skills are key. Hybrid: 3 days onsite / 2 days remote. This is not a UX or customer service role.

 

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) 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.

Must haves:

·      Strong foundation in Customer Experience (CX) principles, methodologies, and best practices.

·      Knowledge of service design principles and their application in CX strategy.

·      Experience developing CX artifacts, including personas, empathy maps, journey maps, service blueprints, and ecosystem maps.

·      Ability to support and facilitate workshops and conduct stakeholder interviews to gather insights, synthesize findings, identify themes, and recommend actions.

·      Skilled in analyzing quantitative and qualitative data to generate actionable insights.

·      Advanced PowerPoint skills for crafting effective, professional presentations.

·      Excellent communication and presentation abilities, with experience in stakeholder management.

·      Knowledge of survey design, including developing effective survey questions.

·      Familiarity with CX metrics (e.g., NPS, CSAT, CES) and analytics tools.

·      Demonstrated project management and organizational skills to support CX initiatives.

·      Experience with digital whiteboarding tools (e.g., Mural, Miro) for remote CX design, research, and workshop facilitation.

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
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.

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:

·        ·      5 + years in experience Strong foundation in Customer Experience (CX) principles, methodologies, and best practices.

·        ·      3+ Knowledge of service design principles and their application in CX strategy.

·        ·      3+ Experience developing CX artifacts, including personas, empathy maps, journey maps, service blueprints, and ecosystem maps.

·        ·      3+ Ability to support and facilitate workshops and conduct stakeholder interviews to gather insights, synthesize findings, identify themes, and recommend actions.

·        ·      3+ Skilled in analyzing quantitative and qualitative data to generate actionable insights.

Supports the CX Lead (RQ00364), will be in the interviews synthesizing data and SUPPORTING the CX Lead in areas outlined above

 

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: No

# of submissions/supplier: 1