CX/UX Designer
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Our client requires a CX/UX Designer to join their Patients Before Paperwork (Pb4P) initiative, a comprehensive program aimed at reducing the administrative burden on Primary Care Providers in Ontario through the use of digital tools and processes. This resource will support and deliver assigned CX/UX activities and artifacts across one or more Pb4P workstreams, working under the direction of CX/UX Leads and/or Senior Managers. The resource will collaborate with users, business, clinical, product, change management, technical and vendor partners to gather qualitative and quantitative insights, validate workflows and support user-centred product and service design outcomes that help reduce administrative burden for clinicians and health care providers.
Work is hybrid, up to 3 days onsite at client location in Toronto, ON.
Toronto, Ontario (Hybrid)
Mandatory Requirements
- 7+ years end-to-end UX/CX research
- Research planning, participant recruitment, conducting usability testing, heuristic evaluations, synthesis, and delivering actionable recommendations.
- 7+ years inclusive UX/UI and Service Design for complex digital products
- Translating research and requirements into user flows, journey maps, information architecture, wireframes, prototypes, and high-fidelity AODA-compliant designs.
- 5+ years cross-functional delivery in complex regulated environment
- Working effectively with product, clinical, business, technical, vendor, change, and communications teams in a complex regulatory environment.
- Public Sector experience is preferred
- Experience developing research plans and supporting participant recruitment, including defining research objectives, methods, participant criteria, screeners, scheduling, discussion guides, consent/privacy materials and honorarium management
- Experience conducting CX/UX research, including user interviews, usability testing, heuristic evaluations, surveys and secondary research
- Strong ability to synthesize qualitative and quantitative research findings into clear, prioritized and actionable insights, themes, pain points, risks and opportunities
- Significant hands-on experience translating research insights and requirements into user-centred UX/UI designs for complex web-based applications, including information architecture, task flows, wireframes, clickable prototypes and high-fidelity mockups
- Proven experience applying Customer Experience and Service Design approaches, including the development of personas, journey maps, service blueprints, ecosystem maps and current- and future-state user flows
- Strong workflow and task-flow analysis skills, including the ability to work with business, product, clinical, technical and vendor stakeholders to identify pain points, validate assumptions, assess solution feasibility and translate findings into practical improvement opportunities.
- Experience designing inclusive, accessible digital services that meet AODA and WCAG 2.1 Level AA expectations across research, prototyping, usability testing and UI review activities
- Experience working with UI guidelines, design systems, reusable components, pattern libraries and accessibility standards in Figma, Adobe XD or equivalent tools
- Strong written, verbal and facilitation skills, including the ability to support or facilitate remote workshops and produce clear, decision-ready documentation for product teams, leadership and partners
- Ability to liaise effectively with cross-functional leads from business, product, clinical, technical, communications, change management and support teams
- Ability to work independently with some direction from CX/UX Leads while managing ambiguity, competing priorities, risks, assumptions and dependencies
Desirable Requirements
- Certification, training or demonstrated professional development in CX, UX, Service Design, Human-Centred Design, or a related discipline.
- Experience supporting complex digital health, public sector, or highly regulated transformation initiatives.
- Experience working across multiple concurrent products, services or workstreams with competing priorities.
- Familiarity with health care provider workflows, clinical environments, or digital health solutions.
- Experience supporting Voice of Customer programs.
- Experience using collaboration tools such as Miro, Mural, FigJam or similar.
- Experience contributing to or applying design systems, UI pattern libraries, and content standards.
Job Posting ID: 57060
Location: Toronto, Ontario (Hybrid)
Estimated Starting Date: Oct 19, 2026
Estimated End Date: till Mar 31, 2027 + pos. extension
Posting Closing Date: September 24, 2026
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