We are looking for a UI Strategist (UX Designer) for one of our financial clients in Toronto, Ontario

Location: Remote

Type: Contract 12 months

Rate: 65/Hr (negotiable)

Role summary:

Support the UX/UI Lead by driving discovery, framing the problem space, and translating business goals into a clear UX roadmap. Develop personas, journeys, and information architecture proposals that align to ServiceNow Employee Center capabilities and best practices.

Primary objectives:

Uncover user needs and pain points through research and analytics Define the UX strategy and roadmap in partnership with the UX/UI Lead Shape topic-based navigation and taxonomy for Employee Center Facilitate workshops and produce foundational UX documentation.

Key responsibilities:

• Plan and conduct stakeholder interviews, contextual inquiries, and survey design.
• Analyze portal usage, search logs, and support tickets to identify opportunities.
• Create personas, journey maps, service blueprints, and ecosystem diagrams.
• Propose information architecture including topics, content groupings, and unified search behavior.
• Facilitate design thinking and prioritization workshops with business and IT.
• Draft the UX roadmap: phases, dependencies, and measurable outcomes.
• Define success metrics for adoption, task completion, and user satisfaction.
• Collaborate with BA and product owner to align requirements and acceptance criteria.
• Support governance with guidelines for content quality, accessibility, and pattern adoption

Required skills and experience:

• 6 to 10 years in UX strategy, service design, or product discovery.
• Strong research methods and synthesis skills.
• Experience with enterprise portals or service platforms
• Ability to translate qualitative and quantitative insights into clear direction

Tools required:

• Miro or FigJam for mapping journeys and running workshops.
• Figma or Sketch for low to mid fidelity concepting.
• Analytics tools such as Google Analytics, ServiceNow search analytics, or similar Jira or Azure DevOps for backlog alignment.
• Confluence or SharePoint for deliverables and version control

Nice to have:

• Experience with ServiceNow Employee Center information architecture and topic taxonomy Knowledge of HRSD or ITSM service structures and catalog design
• Familiarity with content strategy and governance models
• Exposure to quantitative research, for example A/B testing or experimentation frameworks

Education:

Bachelor’s degree in HCI, Human Factors, Psychology, Information Science, or related. Equivalent experience considered.