Do you have 8+ years experience in Customer Experience (CX) and Experience Management strategies, methodologies, and best practices? Do you have 5 + years experience in creating CX artifacts, including Personas, Empathy Maps, Service Blueprints, Customer Journey Maps and workflows? If so, this would be a great opportunity for you!
...
Our client is looking for a Senior CX Lead for a 5 month contract in Toronto.
This is a hybrid role.
Advantages
• Hybrid – 3 days onsite/2 days remote
• Earn a competitive rate within the industry
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, 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.
Qualifications
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.
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.
Desired Skills:
· Experience working in a health care setting and/or with digital health solutions
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.
Summary
If you are interested in the Senior CX Lead role in Toronto, please apply online at www.randstad.ca. Qualified candidates will be contacted.
Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.
Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.
show more
Do you have 8+ years experience in Customer Experience (CX) and Experience Management strategies, methodologies, and best practices? Do you have 5 + years experience in creating CX artifacts, including Personas, Empathy Maps, Service Blueprints, Customer Journey Maps and workflows? If so, this would be a great opportunity for you!
Our client is looking for a Senior CX Lead for a 5 month contract in Toronto.
This is a hybrid role.
Advantages
• Hybrid – 3 days onsite/2 days remote
• Earn a competitive rate within the industry
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, 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.
Qualifications
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.
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.
Desired Skills:
· Experience working in a health care setting and/or with digital health solutions
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.
Summary
If you are interested in the Senior CX Lead role in Toronto, please apply online at www.randstad.ca. Qualified candidates will be contacted.
Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.
Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.
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