Job Description
Job Summary:
The Senior UX Researcher is responsible for leading end-to-end user and customer experience research activities, translating insights into inclusive, accessible, and user-centered designs for complex digital products. This role involves collaborating cross-functionally within regulated environments to deliver actionable recommendations and high-quality UX/UI artifacts that meet accessibility standards such as AODA and WCAG 2.1 Level AA.
Responsibilities:
- Plan, coordinate, and conduct UX/CX research including interviews, usability testing, heuristic evaluations, surveys, and secondary research.
- Recruit participants and manage logistics, screeners, consent, and honorarium processes for research activities.
- Synthesize qualitative and quantitative data into clear, prioritized insights, themes, pain points, risks, and opportunities.
- Translate research findings into user flows, journey maps, information architecture, wireframes, prototypes, and high-fidelity mockups compliant with accessibility standards.
- Document current and future-state workflows, service blueprints, and task flows to identify gaps and improvement opportunities.
- Support workshop planning, facilitation, and documentation to drive cross-functional collaboration and decision-making.
- Validate design assumptions, usability, and solution feasibility through iterative testing and stakeholder feedback.
- Collaborate with communications, change management, and training teams to align user-facing materials with research insights.
- Manage translation coordination and review UI copy for clarity and consistency.
- Conduct accessibility reviews and ensure compliance with AODA/WCAG 2.1 Level AA standards.
- Review vendor and product team deliverables for usability, accessibility, and alignment with CX/UX best practices.
- Document design rationale, decisions, risks, and recommendations clearly for stakeholders and leadership.
- Provide regular status updates on progress and blockers to UX leads and project management.
- Perform other duties as assigned by management.
Required Skills & Certifications:
- 7+ years of experience in end-to-end UX/CX research and inclusive UX/UI design for complex digital products.
- Experience developing detailed research plans and managing participant recruitment and logistics.
- Strong skills in synthesizing research findings into actionable insights and recommendations.
- Expertise in creating user flows, journey maps, service blueprints, wireframes, prototypes, and high-fidelity designs.
- Proven ability to work cross-functionally in regulated environments with product, clinical, business, technical, and vendor teams.
- Hands-on experience designing and testing for AODA and WCAG 2.1 Level AA accessibility compliance.
- Proficiency with design and prototyping tools such as Figma, Adobe XD, or equivalents.
- Strong written, verbal, and facilitation skills, including remote workshop support.
- Ability to manage ambiguity, competing priorities, and dependencies independently with minimal direction.
Preferred Skills & Certifications:
- Certification or professional development in CX, UX, Service Design, or Human-Centered Design.
- Experience with digital health, public sector, or highly regulated transformation initiatives.
- Familiarity with healthcare provider workflows, clinical environments, or digital health solutions.
- Experience supporting Voice of Customer programs.
- Proficiency in collaboration tools such as Miro, Mural, FigJam, or similar platforms.
- Experience contributing to or applying design systems, UI pattern libraries, and content standards.
Special Considerations:
- Work within a complex, regulated environment requiring strict adherence to accessibility and privacy standards.
- Must be able to manage multiple concurrent workstreams and competing priorities.
- Engagement may require coordination across various stakeholders including clinical, technical, and change management teams.
Scheduling:
- Standard professional work schedule with potential need for flexible hours to accommodate cross-functional collaboration and remote workshops.
Job Tags
Remote work, Flexible hours