UX Strategist

Job Title: UX Strategist

Job Type: Contract

Duration: 6 Months

Location: Toronto, ON M2J 5H3

100% 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:

6–10 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.

Pay rate: 50-54 CAD per Hour Job type: Contract Division: eTeam - Canada Category: eTeam Canada Reference: 26-20366