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UX StrategisteTeam • Toronto, ON
UX Strategist

UX Strategist

eTeam • Toronto, ON
30+ days ago
Job type
  • Full-time
Job description

Job Title: UX Strategist
Job Type: Contract
Duration: Months
Location: Toronto, ON MJ H
% Onsite role


Role Summary:
The UX Strategist defines and drives the user experience strategy for migrating a legacy ServiceNow portal to Employee Center. This role focuses on research, information architecture, and aligning business goals with user needs to create a roadmap for a modern, intuitive experience.

Primary Objectives
  • Establish a clear UX vision and roadmap aligned with business goals and ServiceNow best practices.
  • Ensure navigation and content structure supports intuitive employee experiences.
  • Provide actionable insights from research to guide design and development.
  • Facilitate stakeholder alignment and prioritize features for phased delivery.
  • Define measurable success criteria for adoption and usability.

Key Responsibilities:
  • Conduct stakeholder interviews, user research, and analyze current portal usage.
  • Develop personas, journey maps, and service blueprints.
  • Define information architecture, taxonomy, and navigation for Employee Center.
  • Facilitate workshops (design thinking, prioritization, IA validation).
  • Create UX roadmap with phases, dependencies, and measurable outcomes.
  • Establish success metrics and adoption KPIs.
  • Collaborate with UX/UI Lead, UI Designer, and Business Analyst to ensure alignment.

Required Skills & Experience:
  • – years in UX strategy, service design, or enterprise UX.
  • Strong research and synthesis skills (qualitative and quantitative).
  • Experience with information architecture and navigation design.
  • Familiarity with ServiceNow or similar enterprise workflow systems.
  • Excellent communication and facilitation skills for workshops and stakeholder engagement.

Tools:
  • Miro or FigJam for workshops and mapping.
  • Figma for concepting.
  • Analytics tools (Google Analytics, ServiceNow search analytics).
  • Jira/Confluence for documentation and backlog alignment.

Nice to Have:
  • Experience with ServiceNow Employee Center and topic taxonomy.
  • Knowledge of HRSD or ITSM service structures.
  • Exposure to content governance and adoption frameworks.

Education:
  • Bachelor’s degree in Human-Computer Interaction (HCI), Information Science, Psychology, or related field. Equivalent experience considered.

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UX Strategist • Toronto, ON

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