Job Title

CX Lead - Healthcare - Contract

Vacancy No

VN8452

Company Name

Compugen Inc

Work Location

Toronto, ON

Base Pay Range

To be discussed during the recruitment process

Job Details

About Compugen

Compugen is Canada's largest privately-owned Technology Ally. To innovate industries, transform businesses, connect communities, and drive meaningful change, we must think bigger, reach broader, and act bolder. Through knowledge, curiosity, and collaboration, Compugen helps organizations delivering experience by design. This is what it means to be human-centered and technology-enabled.

Dreaming, designing, and delivering isn't just a mantra for us — it's a way of life. We believe that technology is the conduit, but our people – they are the connection that truly makes the magic happen!

Our Culture

We are a human-centered culture where we prioritize your well-being and are invested in helping you reach your fullest potential. We're not only focused on achieving our goals — we're dedicated to helping you achieve yours.

If you're relentlessly curious, driven to make a difference, and collaborative at the core, then you belong with us.

Position Overview:

We are seeking a Customer Experience (CX) Lead to drive customer-centric improvements through research-driven insights. In this role, you will lead CX initiatives, working closely with cross-functional teams to develop key artifacts such as user research, personas, journey maps, and experience blueprints to enhance the overall customer experience. Your work will uncover opportunities to improve the current experience and shape a customer-centric future state. As a CX Lead, you will ensure that customer insights—including those from diverse groups such as patients, providers, and system users—inform product roadmaps, service design, and digital transformation strategies.

Key Responsibilities:

• Expertise in Customer Experience (CX) and Experience Management strategies, methodologies, and best practices.

• Strong knowledge of service design principles.

• Proven experience in creating CX artifacts, including Personas, Empathy Maps, Service Blueprints, Customer Journey Maps and workflows.

• Ability to facilitate workshops and conduct stakeholder interviews.

• Strong analytical skills, with the ability to translate quantitative and qualitative data into actionable insights.

• Advanced PowerPoint skills for creating effective, professional presentations.

• Excellent communication and presentation abilities, with experience in stakeholder management.

• Knowledge of survey design, including developing effective survey questions.

• Expertise in CX metrics (e.g., NPS, CSAT, CES) and experience with analytics tools.

• Strong project management and organizational skills.

• Experience using digital whiteboarding tools (e.g., Mural, Miro) for remote CX design, research, and workshop facilitation.

• Expertise in managing closed-loop feedback processes to ensure customer feedback is acknowledged, addressed, and integrated into continuous improvement.

• Support the development and execution of Ontario Health’s CX strategy, ensuring a seamless experience across all touchpoints. Identify opportunities and advocate for user experience improvements as a CX subject matter expert.

• Lead and execute CX-related projects, overseeing large-scale initiatives or multiple medium-sized efforts.

• Approach complex and ambiguous scenarios in a structured manner, enabling meaningful analysis to uncover root causes and generate material insights.

• Lead customer journey mapping, integrating multiple data sources to identify pain points, gaps, and opportunities for improvement.

• Support workflow mapping activities to visualize current and future-state processes that impact the customer experience. Collaborate with business teams to ensure workflows align with service blueprints and customer journey insights.

• Present CX insights and findings to leadership and stakeholders, delivering compelling, creative, and audience-tailored insights through visually engaging reports and presentations that drive action and foster trust-based relationships.

• Refine feedback loops and Voice of Customer (VoC) initiatives, enhancing customer satisfaction and informing product and service improvements.

• Conduct qualitative and quantitative research, including user interviews, to uncover customer needs, behaviours, and motivations, leveraging a variety of research methods to optimize the customer experience.

• Collaborate with product owners and cross-functional teams, ensuring CX insights shape product roadmaps and service design.

• Identify risks, issues, and opportunities, providing data-driven recommendations to leadership.

• Facilitate CX workshops, engaging stakeholders to foster collaboration, problem-solving, and service improvements.

• Promote digital-first standards, processes, and toolkits, enhancing accessibility and usability across Ontario Health’s digital assets.

• Advocate for Ontario Health’s digital products and services, driving adoption among healthcare providers, patients, and caregivers.

• Engage with C-Suite executives, the Ministry of Health, and key stakeholders, addressing concerns and aligning CX initiatives with broader healthcare system goals.

• Provide expertise in developing and executing strategic plans, ensuring alignment with organizational objectives.

Skills & Qualifications:

• Extensive experience in Customer Experience (CX) and Experience Management.

• Strong collaboration and communication skills – Ability to manage competing priorities and meet deadlines. Skilled at advocating for CX research and influencing stakeholders at all levels. A team player with a reputation for building strong working relationships.

• Design Thinking & Co-Design – Expertise in applying human-centred design principles to solve complex healthcare challenges, ensuring digital solutions are developed with and for users.

• User Research & Data – Proficient in qualitative and quantitative research methods, data collection, analysis, and insight generation. Ability to work with large datasets (Power BI, Excel) and apply deep empathy to design solutions that address patient and provider needs. Proficiency in thematic analysis and delivering insight reports with prioritized recommendations to drive product design decisions and roadmaps.

• User Segmentation & Persona Development – Experience in segmenting users based on demographics, behaviors, and preferences to tailor service design and CX strategies. Skilled in creating personas to guide decision-making.

• Journey Mapping & Service Blueprinting – Ability to map customer journeys, identifying key touchpoints, pain points, and opportunities for improvement. Skilled in developing service blueprints to optimize workflows and service delivery.

• CX Workshop Facilitation & User Interviews – Expertise in planning and leading CX workshops, user interviews, and surveys, engaging diverse internal and external stakeholders to gather insights, drive collaborative problem-solving, and generate actionable outcomes.

• Autonomous & Strategic Thinking – Strong analytical, strategic, and critical thinking skills. Ability to work independently within broad policies, making informed decisions and escalating only complex or non-routine issues.

Required Experience / Evaluation Criteria:

• 8+ years of related work experience in Customer Experience (CX) and Experience Management.: 40 Points

• Minimum 5 years of experience in qualitative and quantitative research, including user interviews, surveys, and workshops, to inform CX strategies. Proven ability to create CX artifacts such as journey maps, service blueprints, ecosystem maps, and personas.: 30 Points

• Minimum 5 years of experience in facilitating CX workshops, co-design sessions, and stakeholder interviews.:15 Points

• Strong communication skills, demonstrating strength in presentation skills, verbal, written, active listening, conflict resolution and stress tolerance.: 15 Points

Total Capabilities Evaluation Criteria: 100 Points

Equity Statement

At Compugen, we are committed to diversity, equity and inclusion. We actively recruit from all groups, including women, Indigenous people, persons with disabilities and members of visible minorities. We recognize the importance of removing barriers to participation and provide accommodation upon request to all applicants throughout the recruitment process. If you require an accommodation, our People & Culture representative will work with you to meet your needs in a confidential and respectful manner. We believe everyone deserves a seat at the table-and we are taking deliberate action to make this a reality.

#ITR
#CompugenITR
#LI-PP1