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 Service

Now portal to Employee Center.

This role focuses on research, information architecture, and aligning business goals with user needs to create a roadmap for a up-to-date, intuitive experience.

Primary Objectives Establish a transparent UX vision and roadmap aligned with business goals and Service

Now 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.

Solid research and synthesis skills (qualitative and quantitative).

Experience with information architecture and navigation design.

Familiarity with Service

Now or similar enterprise workflow systems.

Excellent communication and facilitation skills for workshops and stakeholder engagement.

Tools: Miro or Fig

Jam for workshops and mapping.

Figma for concepting.

Analytics tools (Google Analytics, Service

Now search analytics).

Jira/Confluence for documentation and backlog alignment.

Nice to Have: Experience with Service

Now Employee Center and topic taxonomy.

Knowledge of HRSD or ITSM service structures.

Exposure to content governance and adoption frameworks.

Education: Bachelors degree in Human-Computer Interaction (HCI), Information Science, Psychology, or related field.

Equivalent experience considered.

📌 Ux Strategist Toronto
🏢 eTeam
📍 Toronto