Digital and User Experience Analyst 

Position Summary

We are looking for an expert in User Experience. Someone who is creative, engaged, digitally savvy, and passionate about using design to connect with residents of Richmond Hill. 
Reporting to the Supervisor of Brand & Marketing, the Digital and User Experience Analyst will undertake a year-long project to redesign and reorganize the content and user experience of Richmondhill.ca. As the subject matter expert in your field, you will provide advice and guidance to department staff about the city’s content and find creative solutions to help departments reach key segments of the city and stakeholders.  

Key Duties and Responsibilities

We’re looking for someone that:

• Gets that active listening is the key to communicating
• Can operate at different levels – from dreaming up new features on our website to being immersed in the details of content layout and design 
• Has experience in building brands across digital platforms, knows the digital journey, and understands digital levers of brand-building
• Can handle multiple demands on their time 
• Is creative and always researching innovative ways to improve the user experience 
• Is a people person and collaborative by nature – bringing a diverse and equitable lens to everything they produce
• UX-focused content strategist, passionate about creating a consistent user experience across the City’s digital systems
• Is focused on user-centered design with hands-on experience, from user research to developing prototypes and collaborating on implementation

How You Will Contribute:

• Work with a cross-functional team, collaborating with Communications Advisors, Graphic Designers, I.T product owners, and business analysts from a variety of departments across the organization 
• Architect the foundational customer experience for our new website and intranet
• Bring a creative and innovative approach to translate customer insights into intuitive, user-friendly front-end digital experiences
• Drive data-informed decisions that enhance digital engagement and customer satisfaction
• Works to build prototypes for digital applications that translate the strategy and vision into a functional user experience
• Provide research-driven recommendations for the City's digital projects (including website, intranet, and microsites) by applying cutting-edge interaction design trends and creating strategic mock-ups 
• Redesign and optimize the web content and site architecture for the City of Richmond Hill’s website 
• Create comprehensive customer experience (CX) architecture to ensure the City’s digital initiatives move toward a standardized user experience
• Consult and gather requirements from departments and translate them into functional features and content optimization on the website 

Education and Experience

• 3-5 years of relevant experience with a post-secondary degree in technology, business or communication

Required Skills/Knowledge

• Advanced proficiency in CX research and design methodologies 
• Expert-level skills in designing low and high-fidelity wireframing, prototyping, UX flows, and interaction design (leveraging tools such as Figma, Sketch, Adobe XD or equivalent)
• Comprehensive understanding of web development principles and digital experience design
• Ability to analyze and interpret Google Analytics to help with content optimization 
• Storyboarding, task analysis, and user research tasks to capture and develop site maps and customer flow diagrams
• Strong portfolio demonstrating successful digital experience projects, experience within an agency, or client-side environment supporting creative teams
• Advanced interpersonal and stakeholder management skills to ensure strong collaboration and engagement with other clients across the organization 
• Experience working with GHD an asset
• Knowledge of Accessibility for Ontarians with Disabilities Act (AODA)
• Machine Learning, data analytics, data visualization or business intelligence reporting experience or knowledge desirable
• Strong analytical and strategic thinking capabilities
• Exceptional communication and presentation skills
• Understanding of design systems, information architecture, design patterns and interaction design
• Experience or exposure to AI and conversational UI tools and approaches such as voice UI design, chatbot scripting, or similar
• Familiarity and ability to promote and manage appropriate usability testing, and user research endeavors

Leadership Competencies