Business Analyst, User Experience

As the Business Analyst (BA), User Experience, you will drive user-centered design and deliver exceptional digital experiences that align with business objectives. Reporting to the Manager of Client Business Systems and User Support, you will lead efforts to improve usability, accessibility, and engagement across Legal Aid Ontario's (LAO) digital systems. This role involves conducting user research, creating prototypes, and collaborating with cross-functional teams to translate user insights into actionable improvements.

Home Location: Toronto - Provincial Office
Secondary Location: Not applicable

Reports to: Manager, Client Business Systems & User Support

User Research & Testing:
• Conduct user research using diverse methods, including usability testing, surveys, tree testing, and card sorting, to understand user needs and validate design solutions.
• Analyze qualitative and quantitative data to identify opportunities for improving LAO's digital tools.
• Present research findings and actionable recommendations to stakeholders in clear, comprehensive reports and presentations.

Design & Prototyping:
• Develop wireframes, interactive prototypes, user flows, personas, and journey maps to visualize user-centered design concepts.
• Collaborate with business teams to define and document user interface requirements.
• Ensure designs align with accessibility standards (e.g., AODA) and business needs.

Collaboration & Facilitation:
• Partner with cross-functional teams, including IT and business leads to integrate user insights into product development.
• Facilitate design thinking workshops and ideation sessions to drive user-centered solutions.
• Provide ongoing input and support to ensure successful implementation of UX enhancements.

Requirements Gathering & Documentation:
• Collaborate with business units to define requirements and ensure alignment with user and business needs.
• Translate findings from user research into detailed documentation, including business requirements and functional specifications.
• Participate in user acceptance testing to validate that delivered solutions meet defined requirements.

Monitoring & Continuous Improvement:
• Use analytics and user feedback to monitor the performance of digital tools and identify areas for improvement.
• Recommend data-driven enhancements to improve usability, accessibility, and overall user satisfaction.

Support & Issue Resolution:
• Provide guidance and support to resolve system-related issues reported by users.
• Ensure user feedback is addressed in future updates and improvements.

• Perform other duties as required.

• Undergraduate degree in Human-Computer Interaction (HCI), User Experience Design, or a related field, or equivalent combination of education and experience.
• Proven experience conducting user experience (UX) research, including usability testing, surveys, and other qualitative and quantitative methods to uncover user needs and inform design decisions.
• Expertise in applying user-centred design or design thinking methodologies to solve complex problems and deliver user-focused, impactful solutions.
• Strong understanding of user interface (UI) design principles and information architecture, with the ability to create intuitive and accessible digital experiences.
• Ability to synthesize user research and analytics into actionable insights, delivering artifacts such as personas, journey maps, and reports to identify opportunities for improvement and guide decision-making.
• Expertise in translating insights into user flows, wireframes, and prototypes to support design and development teams.
• Ability to write clear, detailed requirements that align development processes with user needs and business goals.
• Knowledge of accessibility standards, such as the Accessibility for Ontarians with Disabilities Act (AODA) and the Web Content Accessibility Guidelines (WCAG).
• Proficiency with prototyping tools such as Figma, Adobe XD, or UXPin. Experience with additional tools for research and testing, like Optimal Workshop, Userlytics, or Qualtrics is an asset.
• Familiarity with front-end development principle (e.g., HTML, CSS) and how they impact UX design is an asset.
• Strong collaboration skills to work effectively with cross-functional teams, including IT, business leads, and other stakeholders.
• Empathy and ability to advocate for user needs throughout the design and development process.
• Effective communication skills, including the ability to present complex ideas clearly to both technical and non-technical audiences.
• Ability to manage multiple priorities, meet deadlines, and adapt to changing project requirements.

Organizational Competencies Expected:

• Client Focus
• Adaptability and Flexibility
• Personal Motivation and Accountability
• Focus on Quality and Best Practice
• Problem Solving and Judgement
• Organizational Awareness
• Teamwork and Collaboration

To apply submit a cover letter & résumé. Please note only candidates selected for an interview will be notified.

This position is collectively represented by the Ontario Public Service Employees Union (OPSEU) and the successful incumbent will be governed by the provisions of a collective agreement and subject to union dues.

Please note that all applicants are encouraged to provide a valid email address and phone number for communication purposes. Applicants may receive written correspondence regarding this job posting directly to the email address or phone number provided on their resume or to the one used to set up their Candidate Profile if applying on Njoyn. As an applicant, it is your responsibility to ensure that you check your email and voicemail regularly.

First time applying to LAO? You will need to create a profile AND then apply for the position.
Already have an Njoyn account? Just sign in and select "my jobs" to apply.
Once you have successfully applied you will receive a confirmation email.

Trouble applying? For telephone support please call 1-877-427-7717 or email: candidate.njoynhelp@cgi.com.