User Experience Strategist

Requisition ID: 43105

Organization

Located on the traditional, ancestral and unceded lands of the xʷməθkʷəy̓əm (Musqueam), Sḵwx̱wú7mesh (Squamish), and səlilwətaɬ (Tsleil-Waututh) Peoples, Vancouver has a commitment to becoming a City of Reconciliation. Vancouver consistently ranks as one of the world's most liveable and environmentally sustainable cities. Named among Canada's Top 100 Employers, BC's Top Employers, and Canada's Greenest Employers, the City of Vancouver seeks colleagues who can help shape and embody our core commitments to sustainability, reconciliation, equity and outstanding quality of life for all residents.

Consider joining our committed team of staff and being part of an innovative, inclusive and rewarding workplace.

Main Purpose and Function

The User Experience Strategist works independently to research, recommend, design, and deliver on cohesive and inclusive citizen-centric user experiences across digital channels that support user needs, business objectives, and the City's digital strategy. The position exercises independent judgement in technical aspects of the role.

The Strategist is a member of Digital Channels within Technology Services - an inclusive, collaborative team of digital technology professionals that efficiently designs, develops, and operates high-quality digital products and services for the people of Vancouver that are user-focused, effective, and innovative.

Specific Duties/Responsibilities

Data driven user research

• Assesses and optimizes the performance of new and existing features by actively conducting primary and secondary user research activities and iterative usability testing.
• Interprets results of usability testing, user research, visitor feedback, performance metrics, sophisticated web analytics data and other tools through statistical analysis to uncover insights and identify gaps.
• Defines and designs user tests and conducts rapid user testing, surveys, interviews, and workshop facilitation with both internal staff and external user groups. May engage with vendors to support larger scale user testing activities.
• Identifies, defines, and prioritizes user needs, business requirements, and success metrics through insights analysis, to determine strategic value, in coordination with product owners, project managers, and digital performance specialists.

Iterative agile design

• Creates and effectively communicates UX design assets such as user stories, concept maps, user journeys, task flows, storyboards, information architectures, wireframes, interactive prototypes, and visual designs to project stakeholders and developers.
• Leads design aspects within complex agile application development lifecycles by understanding system architecture, technical constraints, and sharing developer-friendly designs, code snippets and prototypes with developer and product teams.
• Participates and contributes to sprint planning and retrospectives, ensuring the customer is a focal point of the development process.
• Defines, evolves, and applies content, design, interaction, and accessibility policies, guidelines, and systems, in consultation with digital strategists and developers.
• Designs, documents, debugs, and tests new and existing user interfaces and journeys to be device responsive, modality agnostic, and have an optimal user experience.

Digital transformation and accessibility

• Applies user-centered design processes and industry best practices to guide optimal user experiences that holistically solve complex user and business challenges, both online and offline
• Provides recommendations for improvements which may include third-party solutions.
• Conducts accessibility reviews using automated and manual testing with assistive technologies to identify and prioritize issues and recommend opportunities to improve.
• Provides subject matter expertise on UX and digital accessibility by monitoring industry best practices.
• Coaches, mentors, and trains team members and other staff on UX and digital accessibility best practices and how to address issues.
• Develops, contributes to and champions a design system tailored for cross platform consistency across web, mobile, kiosks, voice and AI interfaces.
• Initiates and facilitates collaborative sessions to help drive strategic discussions and decisions that advocate for users while addressing business challenges.
• Supports the Implementation/UX lead to foster an inclusive design culture and promote the value of user-centered design and digital accessibility within the organization.
• Other duties/responsibilities as assigned.

Minimum Qualification Requirements

Education and Experience:

• Certification or degree in Information Technology or related field such as User Experience Design, Human Computer Interaction (HCI), Interaction design, Graphic Design, Digital Marketing, or Computer Science) and sound relevant work experience applying UX and inclusive design methodologies or an equivalent combination of education, training, and experience.

Knowledge, Skills and Abilities:

• Considerable knowledge of UX methodologies and design thinking, and responsive web design
• Sound knowledge of Web accessibility guidelines (WCAG 2.1), best practices, and legislation
• Sound knowledge of Front-end web development (HTML, CSS, JS, ARIA)
• Sound knowledge of Agile software development methodology
• Knowledge of generative AI principles, capabilities and trends from a privacy, compliance and service delivery perspective.
• Ability to conduct UX activities and deliverables (such as interviews, user stories, usability testing, concept maps, user journeys, task flows, storyboards, competitive analyses, information architectures, copywriting, wireframes, prototypes, visual designs, pattern libraries, expert/heuristic reviews, and design systems)
• Ability to utilize UX design tools (such as Figma, Sketch, Adobe XD, Invision, or Frontify)
• Ability to use accessible technology and testing tools (such as JAWS, NVDA, ZoomText, VoiceOver, Dragon Naturally Speaking, WAVE, and aXe)
• Ability to use Project, task, and bug-tracking tools (such as Microsoft Azure DevOps, Basecamp, and ServiceNow)
• Ability to use Documentation tools (such as Dropbox Paper and SharePoint)
• Ability to use Content management systems (such as OpenText CMS, Wordpress, or Drupal)
• Ability to use Graphic design tools (such as Adobe Photoshop and Illustrator)
• Ability to use Collaboration tools (such as Outlook, Cisco WebEx and Jabber)
• Ability to communicate effectively to understand context and build trust; Make complex and technical information and language simple and accessible for non-technical audiences; Advocate and communicate the value of UX and accessibility.
• Stays current on UX methodologies and tools; Make informed decisions based on user needs, available technology, and value for money; Understands how the digital economy is changing user behaviour and the public service landscape.
• Ability to Visualize, articulate, and solve complex problems and make evidence-based decisions; Apply technical knowledge and experience to create or design workable prototypes.
• Ability to understand and work within given constraints (such as technology, regulatory, and social user constraints); Challenge constraints that can be changed; Ensures product and service compliance; Adapt to changing situations and problems.
• Ability to understand users and their needs based on evidence; Translate user stories and propose design approaches or services to meet these needs; Engage with users; Put users first; Manage competing priorities.
• Ability to establish and maintain effective working relationships with project managers, business analysts, developers, and quality assurance specialists; Give and receive constructive feedback; Provide guidance to others.
• Ability to identify opportunities to improve UX and related business process and to define strategies and policies; Ensure business requirements are met.
• Ability to facilitate cross-functional ideation and requirements gathering workshops and activities and foster engagement from all participants.
• Ability to supervise junior staff and train small groups of people.

Where operationally appropriate and subject to change, the City of Vancouver has a Flexible Work Program. This program allows staff to work remotely 1 - 4 days a week from locations that are a daily commutable distance from their work at a City worksite. At this time this position is eligible to be part of the Flexible Work Program.

Business Unit/Department: IT, Digital Strategy & 311 (1070)

Affiliation: CUPE 15 Non Pks

Employment Type: Temporary Full Time

Position Start Date: March, 2025

Position End Date: June, 2026

Number of positions: 4

Salary Information: Pay Grade GR-027: $47.62 to $56.27 per hour

Application Close: February 7, 2025

At the City of Vancouver, we are committed to recruiting a diverse workforce that represents the community we so proudly serve. Indigenous peoples, people of colour, 2SLGBTQ+ persons including all genders and persons with disabilities are encouraged to apply. Accommodations will be provided upon request during the selection process. Learn more about our commitment to diversity and inclusion.

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In addition to uploading your cover letter and resume, part of the application process may include answering application questions related to the preferred requirements of the role which may take approx. 5-10 minutes. Cover letters should express interest and highlight additional information relevant to the position and resumes should include a summary of skills and experience related to the position.