Senior UX Researcher

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.