Do you have 5 + years in experience Strong foundation in Customer Experience (CX) principles, methodologies, and best practices? Do you have 3+ years Knowledge of service design principles and their application in CX strategy? If so, this would be a great opportunity for you!
Our client is looking for a Senior CX Specialist for a 6 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 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.
Qualifications
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.
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.
Desired Skills:
· Experience working in a health care setting and/or with digital health solutions
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.
Summary
If you are interested in the Senior CX Specialist 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 5 + years in experience Strong foundation in Customer Experience (CX) principles, methodologies, and best practices? Do you have 3+ years Knowledge of service design principles and their application in CX strategy? If so, this would be a great opportunity for you!
Our client is looking for a Senior CX Specialist for a 6 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 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.
Qualifications
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.
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.
Desired Skills:
· Experience working in a health care setting and/or with digital health solutions
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.
Summary
If you are interested in the Senior CX Specialist 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
