At Ontario Health, we are committed to developing a strong organizational culture that connects and inspires all team members across the province. Our vision is that together, we will be a leader in health and wellness for all. Our mission is to connect the health system to drive improved and equitable health outcomes, experiences and value. How we work together is reflected through our five values: integrity, inspiration, tenacity, humility and care.
What Ontario Health offers:
Achieving your career goals is a priority to us. Benefits of working at Ontario Health may include the following based on employment type:
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Fully paid medical, dental and vision coverage from your first day
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Health care spending account
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Premium defined benefit pension plan
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3 personal days and 2 float days annually
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Individual contributors start at 3 weeks’ vacation, and 4 weeks at 2 yrs.
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Career development opportunities
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A collaborative values-based team culture
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Wellness programs
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A hybrid working model
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Participation in
Communities of Inclusion
Want to make a difference in your career? Consider this opportunity.
The Lead, Customer Experience is responsible for delivering senior-level support and subject matter expertise to the Manager, Customer Experience (CX) to establish and support a unified customer experience for Ontario Health branded digital products and services. Delivering on the mandate to better connect and coordinate the health system, in an effort to improve population health and patient outcomes. This will create the opportunity for Ontario Health to go beyond what digital and virtual services we provide, and deliberately design how we deliver and create value for people, building and supporting an improved and consistent experience for customers.
The Lead will support the manager in championing the portfolio's vision to define OH’s Customer Experience Strategy, ensuring a seamless and consistent experience at each touchpoint, creating a better, more connected health care system. This role will support customer experience relevant initiatives and to provide subject matter expertise to Senior leadership at Ontario Health. You will lead initiatives intended to support an improved and unified customer experience for digital health and virtual products and services. This role will lead a coordinated and collaborative approach to an inclusive and diverse engagement, that asks the right questions at the right time to capture data that informs and supports the development of high-quality health care products, processes, and services to optimize the health and health experiences of the people we serve.
The Lead contributes to and promotion of Digital-First Standards, processes and uses toolkits, CX policies, standards and guidelines to enable the design process in the pursuit of building amazing products and experiences aligned to the Ontario Health brand that will mitigate barriers to health care accessibility. The Lead supports advancing the Customer Experience program by developing new processes and techniques to identify and communicate the impact of customer insights through the use of feedback such as voice of customer and data with product development, user integration design, and customer management teams. This role is a customer-centric relationship builder who will be a key contributor to the influence of product design and delivery roadmaps to enhance the customer experience journey. Assignments may include leading a single large-scale complex project or multiple smaller to medium-scale project initiatives within Customer Experience Division. The Lead may act on the Manager’s or Senior Lead’s behalf in their absence and may be responsible for day-to-day work allocation but is not accountable for the work of the team members.
Here is what you will be doing:
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Leads the creation of customer journey mapping, bringing together multiple data sources and stakeholders to create key current state journeys that identify pain points, gaps, and opportunities for improvement to build on the Customer Experience Strategy.
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Present findings and insights to all levels of the organization, building strong, trust-based business relationships with leaders and others throughout the organization and leading efforts to continuously drive change and make recommendations for an integrated user experience across products or services.
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Reviews feedback loops during each stage of the customer journey to ascertain customer satisfaction and ability to meet customer needs by creating strategies that enable all digital product and service teams to build and support an improved and consistent experience for customers. Works with product owners to inform their roadmaps with the customer journey at the centre.
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Provides expertise in developing and/or executing “big picture” strategic plans.
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Leads qualitative and quantitative research that measures the full customer experience journey and reports findings and recommend changes to the Customer Experience framework.
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Builds strong relationships with employees and occasionally provides leadership or guidance to others on the team.
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Leads and provides subject matter expertise to program projects and initiatives, identifying risks, issues and impacts. Liaises with cross-functional teams.
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Creates improvement process opportunities and works with the Manager on executing solutions.
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Identifies and manages risks and issues related to operational deliverables and project completion, including the identification of options for resolution and recommended course of action.
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Leads initiatives intended to improve and unify customer experience for digital and virtual health products and services that enable the Ontario Health brand and deliver on the mandate to better connect and coordinate the health system in an effort to improve population health and patient outcomes.
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Leads the promotion of digital-first standards, processes, and toolkits to enable the design process in the pursuit of building products and experiences aligned to the Ontario Health brand that will mitigate barriers to health care accessibility.
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Identifies improvement opportunities and escalates key issues/risks to the Manager; proposes and executes solutions with innovative solutions to complex problems.
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Liaises with stakeholders including C-Suite Executives at partner sites and the Ministry of Health, to address issues of mutual interest and resolve issues of concern; supports product and service areas in client satisfaction by supporting responsive, proactive, and responsive stakeholder management services.
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Develops a clear understanding of project goals and ensures key user experience activities are built into project plans.
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Advocates for Ontario Health’s digital assets to highlight and build trust around their ease of use, the support offered, and value for money to increase ease of use and adoption by members of the acute, community, and primary care sectors, as well as patients and caregivers.
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Provides decisions and advice that impacts immediate colleagues and potentially the productivity or financial performance of the program or stakeholders requiring tactical solutions to correct negative consequence.
Here is what you will need to be successful:
Education and Experience:
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Bachelor’s degree in Marketing, Business, Social Sciences, or related or recognized equivalent or similar experience.
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CX designations, Such as Certified Customer Experience Professional (CCXP) designation and other similar preferred.
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8+ years of related work experience is required.
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Strong experience and knowledge of Canadian and Ontario health care systems and governments is strongly preferred.
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Experience working with the broader health care and health care IT sector is a strong asset.
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Strategic and functional experience across customer journey mapping and profiling, CX, targeted marketing and segmentation, complex insights, and analytics interpretation.
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Established experience in research methods and tools for digital experience insights and customer journey mapping using Miro, Mural, Journey Designer, and Web Traffic Analytics software.
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High degree of experience with software relating to questionnaire design, development, and implementation such as Cvent, MS Forms, Qualtrics, or other customer satisfaction/experience tools and methodologies for understanding, designing, and improving customer experiences.
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Experienced with tools such as JIRA, Remedy, or similar ticketing/bug-tracking tools.
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Proven experience with CRM (Customer Relationship Management) software such as Salesforce, Microsoft Dynamics, SugarCRM, and other related tools
Knowledge and Skills:
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Knowledge of Ontario Health’s legislated stakeholders and their priorities.
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Excellent knowledge of customer experience metrics questionnaire design using Customer Effort Score (CES), Net Promoter Scores (NPS), Customer Satisfaction (CSAT), and other feedback collection methodologies
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Excellent knowledge of analyzing and interpreting a mix of qualitative and quantitative data, constructing compelling narratives, and providing recommendations on complex topics.
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Expert knowledge of CX standards to help identify and guide opportunities throughout the product lifecycle.
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Expert knowledge of digital health products and services.
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Knowledge and experience with the health sector and clinical workflows
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Knowledge and expertise with Ontario Health policies and standards including HL7 and FHIR-based integration standards, architecture, privacy, and security principles.
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Excellent skills to work diplomatically and collaboratively with partners with different perspectives.
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Excellent ability to understand the users’ needs and create a customer centric approach.
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Consultation, facilitation, negotiation, and influencing skills and the capacity to interact at the senior Manager level and represent Ontario Health in external contexts.
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Excellent communication skills, including the ability to create effective presentations, address questions, and prepare reports, proposals, and position statements.
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Good knowledge of User Personas, User Scenarios, User Flows, Information Architecture and Customer Experience maps.
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Strong customer focus mindset and customer service ethic with experience in customer relations, customer relationship management, and project management.
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Project and change management skills.
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Strong leadership skills.
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Ability to assess the impacts of decisions using strategic, analytical, and systematic thinking skills.
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Expertise in creating customer journey mapping, bringing together multiple data sources and stakeholders to create key current state journeys that identify pain points, gaps, and opportunities for improvement to build on the Customer Experience Strategy.
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Excellent understanding of how to manipulate large, complex data sets, applying statistical techniques, and working knowledge of statistical concepts.
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Expertise in analyzing and interpreting a mix of qualitative and quantitative data, to construct compelling narratives, and provide recommendations on complex topics.
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Expert ability concisely articulate key messages that resonate with different stakeholders and audiences with an ability to build consensus.
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Demonstrated ability to manage cross functional project teams in a matrix environment.
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Ability to perform work within general policies and to work autonomously with minimal support to determine what tasks should be completed according to agreed-upon goals with only major or non-routine tasks being reviewed by Manager.
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Expert on market trends and industry best practices and technologies in customer experience.
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Ability to adjust strategies and tactics as needed in response to market trends and technological changes.
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Ability to use the information to make informed decisions and provide advice; exercise a high degree of independence, discretion, and professional judgment in problem-solving.
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Capacity to understand, manage and communicate emotions.
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Ability to model and uphold OH’s mission and values.
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Expert ability to connect with users, internal and external stakeholders and to understand their needs and concerns with a high degree of empathy to comprehend emotions, thoughts, and feelings to create positive and meaningful experiences.
Employment Type: Permanent Full-time
Salary Band: 6
Location: Ontario (currently hybrid; subject to change)
All applicants must be a resident of Ontario to be considered for roles at Ontario Health.
Internal Application Deadline Date: August 21, 2024
External Application Deadline Date: September 4, 2024
Ontario Health encourages applications from candidates who are First Nations, Métis, Inuit, and urban Indigenous; Francophone; Black and racialized; members of 2SLGBTQIA+ communities; trans and nonbinary; and disabled.
We encourage applicants with accessibility needs to notify us if they have any accommodation needs in the application and/or interview process.
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