• Job Description

  Req#: R24_00260

  Range:

  66,400.00 - 99,600.00 CAD

  Job Description:

  CX Researcher - 12 month contract

  GAME ON – OLG needs you

  We’ve said GAME ON, and we mean it – OLG is rapidly transforming its organization to better serve Ontarians by delivering great gaming experiences through our digital, retail lottery, and land-based gaming channels. Over the course of fiscal 2022-23, OLG delivered a record $2.5 billion in net profit to the Province of Ontario. OLG is now expanding our horizons even further, with a new strategic direction, to become a world class gaming entertainment leader with a globally admired digital platform.

  We are ready to take this game to the next level and need a passionate CX Researcher to ensure the product backlog is informed by accurate and timely insights based on customer needs and preferences. This includes developing and managing the user research plan and execution of research related tasks (e.g., conducting panel studies, surveys, interviews). CX Researchers will be effective at designing and executing on research activities that enhance the end-to-end digital experience for our customers.

  YOUR ROLE IN THE GAME

  Reporting to the Sr Manager, Customer Research & Insights, you will be empowered to:

  • Inform the creation of the user experience strategy through supporting customer research and identifying key design goals and requirements

  • Weave insights from fundamental knowledge of the business and category into the product and feature strategies

  • Provide reporting on the competitive landscape for inspiration and generate design ideas that can be utilized to support the product design process

  • Identify and implement optimal research methodologies given the overarching research strategy and individual problem being explored

  • Coordinate user research utilizing methods such as remote usability testing, A/B testing, 1:1 interviews, unmoderated testing, semi-structured interviews, rapid contextual inquiries etc.

  • Actively manage relevant stakeholder groups throughout the research process (i.e., finance and procurement) to ensure timely and cost-effective delivery of intel

  • Be responsible for achieving research objectives within the constraints of time and budget timelines

  Cross-Functional Relationships

  • Successful candidates will have experience and expertise establishing and maintaining cross-functional relationships within tight-knit and fast-moving digital product teams.

  • C X Researcher will work very closely with Product Owners, Product Designers, Analytics Leads and Developers (amongst others) to lead through the understand, design and test phases of the product development lifecycle

  • Embody a customer obsessed mindset and advocate as the voice of the customer in the product team structure

  WHAT YOU NEED TO PLAY

  Work Experience: • 1-2 years of relevant experience designing, conducting and analyzing Customer/UX research activities with customer facing product(s) or experiences • Experience as a customer/user research lead on an Agile team or willingness to learn a new delivery mode • Ability to effectively communicate qualitative data into actionable UX goals • Familiarity with design and prototyping tools and technology, such as Figma & Invision, is a plus • Experience using a variety of modern customer research tools is an asset eg. : Qualtrics, Dovetail, and UserTesting.com • Expert at generating interview guides, moderating interviews, and conducting surveys used in traditional research • Demonstrate experience with multiple usability and related research methods

  Education : • Post Secondary Degree or equivalent related to market research, product design, psychology OR behavioral science (is preferred)

  Critical Skills: • Solid understanding of customer research practices and ability to action methodologies and practices as needed (i.e., segmentation, personas, customer journey mapping, competitive benchmarking, user testing, concept screening ) • Ability to synthesize abstract ideas/complex concepts into clear artifacts to inform direction and iterate on them in a fast-paced environment • Delivery focused with strong planning and execution skills and ability to work independently and as a team • Strong communication skills facilitate research criteria from lab team and present back insights from research

  Negotiation and Influence : ability to negotiate and influence effectively while being open to per s pectives and maintaining strong relationships

  Strategic Thinker : strong strategic and critical thinker with ability to delve into unique challenges and find creative solutions

  Collaboration & Fun : inclusive and collaborative work style while creating fun and excitement in our work

  Integrity and Trust : do what's right and o per ate with transparency and openness

  PERKS OF JOINING OUR TEAM

  • Part of a Bigger Picture: socially responsible company that gives back all its profits to the province and people of Ontario

  • Flexible Work Environment: to help balance both work and life

  • You Matter: family friendly work practices and hybrid work

  • Freedom to Innovate: supports new and better ways to be successful

  • Be your Authentic Self: environment that values diversity as a source of strength

  • Learning Galore: 24-7 access to robust online learning programs

  • Public Service Pension Plan: participate in a major defined benefit pension plan sponsored by the Government of Ontario

  • Variable Pay Program: performance-based incentives to share in our success (Permanent OLG Employees Only)

  Learn about OLG – GAME ON!

  OLG’s purpose is to contribute to a better Ontario by delivering great entertainment experiences for our customers. We are a multi-billion-dollar organization with a wide array of business lines including, lottery, land-based casinos, digital lottery and casino, horseracing, and charitable gaming. OLG is amidst a massive transformation focusing on being customer obsessed and bringing our digital business to a whole new level.

  The key to our success is our people. Our culture will be grounded in true, positive partnerships that embrace trust, clarity, and openness in all that we do. We are supporting and empowering employees and teams across the organization through greater accountability, leadership development and growth opportunities. OLG is embracing more flexible work options and family friendly work practices including hybrid work.

  Equity, diversity, and inclusion are essential elements of our culture and cornerstones of the Five Truths that OLGers Live by. At OLG, our employees have the space to be themselves and use their perspectives and skills to benefit the people and the Province of Ontario.

  While we are re-shaping and growing our business, we are unwavering when it comes to living our purpose, and ensuring our business delivers meaningful benefits for the people of Ontario. OLG’s net profits are reinvested back into the province, contributing to the quality of life for Ontarians.

  To learn more about OLG go to our website at www.olg.ca

  We look forward to hearing from you, interested applicants please apply online by July 22, 2024.

  OLG is an equal opportunity employer. We are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. Please contact Human Resources at careers@olg.ca if you require accommodation at any time throughout the hire process .

  We thank you for your interest in this opportunity; however only those individuals selected for an interview will be contacted.

  #LI-Hybrid

  Personal information is collected by the Ontario Lottery & Gaming Corporation (OLG) and/or its third party service provider(s) under the authority of the Ontario Lottery and Gaming Corporation Act, 1999, SO 1999, c 12, Sch L and the Employment Standards Act, 2000, S.O. 2000, c. 41 (as amended) and will be used for the purpose of determining qualifications for employment with OLG and for recruitment modernization initiatives. The information will be managed in accordance with all applicable laws, OLG’s Protection of Privacy Policy (the Policy) and related policies and procedures. For any questions about this collection, please contact careers@olg.ca, 800-70 Foster Drive, Sault Ste. Marie, ON, P6A 6V2.

• About the company

  Discover, enjoy, and experience the fun with our Lotteries, INSTANT-win tickets, and online casino games! Play online casino games and lottery games on OLG.ca!

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