UX Designer 6703-18 - Ontario, Canada - Foilcon

Description

HM Note: This hybrid role is three (3) days onsite

Responsibilities:

• Lead mapping the solution and nbsp;across the digital ecosystem including multiple delivery touchpoints, such as web, chat, call centres and correspondence from the view of the public and internally using: research, surveys, journey maps, personas, user stories, epics, and service blueprints.
• Plan and conduct user research, interviews and surveys, for both public and internal including people with accessibility and inclusion considerations, and translating them into sitemaps, user flows, wireframes, mock-ups and prototypes.
• Identify processes, design elements, and gaps and nbsp;in the desired user experience/scenarios between the overall functionality of the product and business processes in order to ensure a great user experience.
• Create templated processes for rapid business implementation - and nbsp;Confirm the key elements of the minimum viable product to be built during beta, and support next steps for scalable growth for multiple program areas.
• Support the design of user interfaces for internal use by the program areas for agents and chat updates and nbsp;and training for various projects such as other creative materials as required.
• Further develop guidance and information for accessibility and inclusion and nbsp;for Chat, including the experience and content for testing using the OPS guidelines and current information gathered for
• Work in collaboration and nbsp;with the technology/product development team
• Take a user-centered design approach and nbsp;and rapidly test and iterate the designs.
• Support performance measurement and nbsp;planning and with an outline across the user journey.

and nbsp;

General Skills:

• Proficiency and nbsp;with design and prototyping tools, leading sprints, scrums,
• Experience in working in a project management and nbsp;environment with understanding deliverables, timelines and dependencies
• Experience as a UX designer, interactive designer, or similar role, and nbsp;designing for contact centre, chat, web and mobile applications
• Experience in designing public contact centre programs and nbsp;with emphasis in the emotional aspects of human experience - understanding of the limitations and appropriate use of technologies
• Experience planning and conducting and nbsp;user research, interviews and surveys, and translating them into sitemaps, user flows, user journey maps, wireframes, mock-ups and prototypes that lead to intuitive user experiences
• Experience designing the overall functionality of the product, and in order to ensure a great user experience, iterate upon it in accordance with user-testing
• Relevant experience creating GUI designs and nbsp;based on user interaction and performance
• Experience facilitating and nbsp;the and nbsp;product vision by leading workshops researching, planning, sketching, prototyping and user-testing experiences for digital products and optimized for a wide range of interfaces
• Experience identifying design and nbsp;problems and devising best practice experience
• Experience making strategic design and user-experience decisions and nbsp;related to core, and new, functions and features
• A team player with a track record and nbsp;for leadership and communication, meeting deadlines, managing competing priorities and client relationship management experience

and nbsp;

Desirable Skills:

• Content management and nbsp;design and principles for chat and contact centres
• Knowledge of network and nbsp;architecture, security and network protocols

Skills

Experience and Skill Set Requirements

EXPERIENCE AND SKILL SETS 100%

and nbsp;

Leadership and amp; Project Management - 30%

Project Management

• Manage projects and lead and support teams through business analysis and nbsp;to deliver new/updated digital systems to meet future program/initiative needs.
• Able to evaluates and define project management and nbsp;requirements, identifies business/program requirements, identifies options and makes recommendations, and coordinates and implements processes for diverse projects and their components.
• Able to create a project plan and nbsp;including deliverables, resources, timelines and dependencies to align with technology gating and the service framework and service standards (within budgets and timelines)
• Able to work in a hybrid and nbsp;project management and agile environment

Leadership

• Provides guidance to and nbsp;program areas, ministry staff, partners, and other ministries on digital systems/products, data sources and the collection and context of data.
• Advise and consult ministry program managers on and nbsp;risk management, performance measurement, cost-benefit analysis, and organizational improvement and stakeholder consultations
• Advise senior management and nbsp;on the interpretation and implementation of government processes, requirements and ministry direction.

Business Analysis - 30%

Problem Solving Skills:

• Able to create designs and nbsp;that solve and nbsp;real-world and nbsp;problems and barriers for both users/callers and agents.
• Understand the problem and barriers and nbsp;through user research and lean analysis.
• Reviews/re-evaluates and nbsp;current processes, and nbsp;directions/trends, standards and policies using multiple sources of information to identify the need for new/amended processes, procedures, policies and guidelines and apply best business practices.
• Able to make adjustments and nbsp;if the current solution isn't working with a willingness to try new approaches.

Research Skills:

• Experience in using many research and nbsp;methods including surveys, usability test, interviews, A/B testing, card sorting, analytics, tools, etc.
• Able to decide which research method(s) and nbsp;is most appropriate for the goals and objectives of the project
• Experience conducting internal and external stakeholder interviews, and to write effective screener surveys to ensure a balanced audience includes people with accessibility and inclusion needs
• Researches, investigates and assesses and nbsp;relevance of information, identifies and evaluates key issues or risks, provides options analysis, and recommends action plans to mitigate risk and manage issues.

Design Technical and Software Skills:

• Understanding of the digital marketplace, digital platforms and technology and market trends to identify product opportunities
• Experience in ensuring the design and nbsp;of complex digital services is easy to understand
• Able to create visually appealing designs and nbsp;that communicate a message, evoke emotions, and meet the needs of the users and the client
• Technical background and nbsp;with experience in understanding how user experience can be realized with software, and technologies.

and nbsp;

Client relationship management: 20%

• Strong leadership and communication skills and nbsp;- meeting deadlines, managing competing priorities and client relationship management experience
• A team player with the ability to influence and guide and nbsp;the team to the right activities on the path to the correct outcomes
• Persuades stakeholders tactfully and nbsp;to adopt changes to business processes, and provides alternative business processes and practices for their consideration.

Communication Skills: 20%

• Able to generate ideas and share details and nbsp;for understanding and action for different audiences – leaders, working group, partners and users
• Able to communicate effectively, both verbally and written, with stakeholders including clients, developers, team members, and leaders and other stakeholders
• Able to present and facilitate, rationalize ideas, and build consensus
• Prepares and presents reports, recommendations and briefing materials, discuss/address issues and priorities.

Must Haves:

• Lead mapping the solution and nbsp;across the digital ecosystem including multiple delivery touchpoints, such as web, chat, call centres and correspondence from the view of the public and internally using: research, surveys, journey maps, personas, user stories, epics, and service blueprints.
• Plan and conduct user research, interviews and surveys, for both public and internal including people with accessibility and inclusion considerations, and translating them into sitemaps, user flows, wireframes, mock-ups and prototypes.
• Identify processes, design elements, and gaps and nbsp;in the desired user experience/scenarios between the overall functionality of the product and business processes in order to ensure a great user experience.
• Proficiency and nbsp;with design and prototyping tools, leading sprints, scrums
• Experience in working in a project management and nbsp;environment with understanding deliverables, timelines and dependencies
• Experience as a UX designer, interactive designer, or similar role, and nbsp;designing for contact centre, chat, web and mobile applications
• Experience in designing public contact centre programs and nbsp;with emphasis in the emotional aspects of human experience - understanding of the limitations and appropriate use of technologies
• Content management and nbsp;design and principles for chat and contact centres
• Knowledge of network and nbsp;architecture, security and network protocols

Previous Public Sector experience is an asset.