• Plan and run formative research (discovery interviews, field studies, jobs-to-be-done analysis) that informs product strategy and roadmap decisions • Run validation research (usability testing, concept testing, beta feedback loops) to pressure-test designs before and after they ship • Partner with outbound and customer-facing teams to recruit participants and drive ongoing customer conversations • Mine insights from AI implementation teams and FDEs, turning frontline deployment pain points into actionable UX improvements • Synthesize findings into clear, prioritized recommendations that Product and Design can act on immediately • Build lightweight, repeatable research practices that scale with the team, including self-serve tools and insight repositories • Champion research rigor while moving at startup speed: right-sized methods, fast turnarounds, no research theater

Role Description We are seeking a dynamic and innovative Lead, UX Researcher for our Mass and Specialized Market projects and digital products. This pivotal role will report directly to the Senior Manager, Design and play a critical role in steering our digital product design strategy. The successful candidate will be instrumental in shaping the user experience of all our product offerings through a comprehensive understanding of our existing and future supporters, ensuring they align with our mission and brand values. This role involves creating UX research and user testing programs that support the design and development of experiences from strategy to execution that are aligned with organizational objectives. While direct reports from other teams are not part of this role’s immediate structure, the Lead, UX Researcher will serve as an advocate and support system for designers, developers, product managers and owners alike across various business units, facilitating knowledge sharing and contributing to design excellence. Responsibilities - Design Leadership and Strategy: Lead the implementation and operation of research programs for our internal and external portfolios of products, providing critical user insights that will inform and guide our product ideation and roadmaps. Navigate through ambiguity and adapt to changing scope as informed by the organization’s greater needs. Proactively prioritize research projects for continuous improvement and learning to optimize and maximize its impact on business objectives. - UX Research Craft: Serve as a role model with care and devotion, from expertly crafting the perfect survey question to navigating the most difficult user interview. Employ best-practice methodologies and industry tools to collect, analyze, synthesize, and interpret complex data into rich, comprehensive, and meaningful insights. Develop a playbook and templates that can adapt and scale across business units to demonstrate impact. Contribute to and uphold research standards, processes, and principles. Manage and curate research repository to democratize user insights. Create and manage a testing lab and participant pool to support ongoing and ad hoc user testing to optimize, maximize, and evolve our product offerings. - Community of Practice: Establish and run a UX Research Community of Practice within the organization, fostering an environment of learning, sharing, and collaboration across different team members to increase data-informed decision-making. - Cross-functional Collaboration: Lead cross-functional teams through the process of ideating and developing strategies and product ideas based on user insights. Improve collaboration and knowledge-sharing among other UX researchers in the organization to avoid research silos and redundancy. - Communication: Present qualitative and quantitative data that are clear and actionable. Communicate effectively with stakeholders to ensure that insights are understood and how they can be applied to solve user needs and business objectives. Seek and promote transparency and feedback flow between team members. - Advisory and Support: Act as a trusted advisor and source of support across business units. Encourage professional development and skill enhancement through regular feedback, workshops, and training sessions to empower cross-functional teams. - Innovation and Trends: Collaborate with our Market-Creating Innovation team to discover emerging trends and insights. Advocate for adopting innovative research practices and tools that can enhance our digital offerings and user experiences. - Performance Metrics: Recommend, define, and track key performance indicators for design projects. Use data and feedback from the Insight repository to guide future product, design decisions, and strategies. Qualifications - Minimum 8 years of industry experience conducting and leading user experience research, planning and designing research studies, and other supporting activities. - Experience in building and leading a community of practice or similar collaborative support groups. Strong coaching skills and the ability to educate and demonstrate the value and impact of UX research to stakeholders. - Exceptional collaboration skills with the ability to work effectively across different teams and disciplines. Experience in working within a cross-functional team environment. - Excellent communication and presentation skills, with the ability to synthesize and communicate data and actionable insights clearly to stakeholders at all levels. - Proficiency in conducting qualitative and quantitative research with best-practice methodologies, industry tools, and advanced statistical modeling. - A Bachelor's or Master's degree in Design, Human-Computer Interaction, Psychology, or a related field. Benefits - Health Spending Account - Up to 6% matched pension contributions - Parental leave top-up - Generous paid vacation, sick days, wellness and personal days - Office closed extra days before long weekends (6x/year)

• Define & Lead Research: Lead end-to-end qualitative and quantitative design research across early-stage, exploratory projects; rigorously uncover customer needs, pain points, and emerging trends • Strategy & Opportunity Framing: Provide thought leadership and frameworks that connect research findings to business and product strategy; help teams prioritize opportunities and guide decision-making • Synthesize Insights and communicate effectively: Distill complex data into clear, actionable narratives and frameworks for senior executives, product managers, and engineers • Drive Experimentation: Collaborate with Product and Design to rapidly test new hypotheses via concepts, prototypes, and MVPs • Customer Advocacy: Represent the voice of the customer in every conversation. Inspire teams to build solutions that surprise and delight customers

Role Description Development of critical reading skills and coherent discourse. Study of the proper use and acknowledgement of sources. Topics-based readings in multiple genres provide matter for discussion and frequent written assignments. Not repeatable for credit. Not intended for English Majors or Honours students. Qualifications - Ph.D. in English - Research expertise and publications in this area strongly preferred. Requirements - Applications must be received BEFORE 2026/08/17 - Expected Enrolment: 70 - Approval date: 2026/07/17 - Number of credits: 3 - Work Hours: 39 - Hourly Rate: Teaching: $239.47 (2024-2025) - Course type: C - Posting type: Regular - Language of instruction: English - Course Schedule: - Tuesday 13:00-14:30 - Thursday 11:30-13:00 - ONLINE COURSE - Schedule subject to change, please consult course schedule: Course Schedule Benefits - The academic year starts on September 1 and ends on August 31. - Rates do not include vacation pay nor statutory pay. - Rates will be applied until a new collective agreement is ratified. Retro will be paid after the ratification.