Digital Experience Specialist

Join us in re-imagining health care with the largest social enterprise in Canada. SE Health is leading a multi-year enterprise transformation project that leverages human-centered design to be at the forefront of innovation within the healthcare sector. As a leader in home care, we are expanding and enhancing our capabilities to provide personalized experiences using new platforms and cloud-native architectures, ensuring privacy and security by design. Our transformation is grounded in guiding principles drive to ensure that we prioritize team decisions, long-term planning, process standardization, data-driven insights, and balanced user adoption. If you are driven by the desire to have an impact, change the world of health care and shape the future, we invite you to be part of our journey.

Position Summary

The Digital Experience Specialist is accountable for shaping clear, intuitive, accessible, and consistent digital experiences across SE Health’s websites, portals, applications, campaigns, email, and other digital touchpoints. The role translates user, business, clinical, and operational needs into practical experience recommendations, content structures, user flows, wireframes, prototypes, and measurable improvements that support engagement, service access, and organizational outcomes.

Working with product, communications, marketing, clinical, privacy, accessibility, technology, data, and delivery partners, the Digital Experience Specialist supports work from discovery and research through design, content development, implementation, quality assurance, launch, and optimization. The role applies user-centred design, content design, information architecture, accessibility, analytics, and experimentation practices to improve complete digital journeys while maintaining brand, privacy, security, and regulatory requirements.

Responsibilities

User Experience, Research & Design

• Engage users and business, clinical, product, and technology stakeholders to understand goals, audiences, tasks, pain points, requirements, constraints, and success measures.
• Plan and support user research, interviews, workshops, journey mapping, usability testing, and feedback activities using appropriate, ethical methods.
• Translate insights into personas or audience needs, journey maps, service blueprints, user flows, information architecture, wireframes, prototypes, and prioritized recommendations.
• Apply user-centered and inclusive design principles to improve task completion, comprehension, trust, consistency, and satisfaction across digital touchpoints.
• Collaborate with product owners, designers, developers, and content contributors to define experience requirements and acceptance criteria.
• Facilitate design reviews and trade-off decisions that balance user needs, business value, feasibility, accessibility, privacy, security, and delivery constraints.
• Maintain traceability from research findings and requirements to design decisions, backlog items, and measurable outcomes.
  
  

Content Strategy & Digital Delivery

• Develop and maintain content models, page structures, navigation, metadata, labels, calls to action, and governance guidance that help users find and understand information.
• Write, edit, and optimize plain-language digital content in partnership with subject-matter experts, ensuring accuracy, consistency, relevance, and appropriate tone.
• Configure and publish content in content management and related digital platforms while following workflow, approval, records, and release practices.
• Create experience concepts, wireframes, prototypes, and annotated specifications using Figma or comparable tools to communicate intended behaviour and content.
• Coordinate with delivery teams and vendors through build, content migration, testing, launch, and post-launch stabilization.
• Conduct functional, content, responsive, cross-browser, and experience quality assurance; document defects and verify corrections.
• Maintain reusable templates, patterns, component guidance, editorial standards, and supporting documentation to improve quality and speed.
  
  

Accessibility, Quality & Governance

• Champion inclusive design and embed WCAG and AODA requirements into content, designs, components, and release criteria.
• Conduct accessibility reviews using automated tools, keyboard navigation, screen readers, and manual inspection; document findings and practical remediation guidance.
• Ensure digital experiences follow privacy, consent, security, brand, clinical safety, records management, and regulatory requirements.
• Partner with enterprise architecture, product, marketing, communications, and technology teams to align experiences with approved platforms, standards, design systems, and roadmaps.
• Define measurable experience and quality criteria for usability, accessibility, readability, performance, findability, responsiveness, and content integrity.
• Maintain decisions, standards, exceptions, risks, test evidence, and approvals required for accountable digital delivery.
  
  

Analytics, Optimization & Continuous Improvement

• Use web and product analytics, search data, feedback, and service measures to identify experience issues, opportunities, and priority improvements.
• Define key performance indicators, measurement plans, dashboards, and reporting that connect digital experience changes to user and organizational outcomes.
• Plan and evaluate experiments, pilots, and iterative improvements using evidence and appropriate research or testing methods.
• Monitor digital channels for broken journeys, stale content, accessibility issues, usability barriers, and inconsistent experiences; coordinate remediation.
• Track emerging user expectations, accessibility requirements, platform capabilities, and digital practices and recommend practical enhancements.
• Share digital experience knowledge through playbooks, training, communities of practice, and coaching for content owners and delivery teams
  
  

Education

• Bachelor's degree in User Experience Design, Human-Computer Interaction, Communications, Digital Media, Information Science, Marketing, or a related field.
• Equivalent combination of education, professional experience, and a demonstrated portfolio of digital experience work will be considered.
• Relevant user experience, accessibility, content strategy, analytics, or digital platform certifications are considered assets.
  
  

Experience: 4-6 years of progressive experience in digital experience, user experience, content strategy, digital communications, service design, or related roles.

Additional Skills/Abilities Required

• Strong knowledge of user-centred design, information architecture, interaction design, content design, usability, responsive design, and inclusive design principles.
• Practical experience applying WCAG and AODA requirements and conducting accessibility reviews using automated and manual techniques.
• Experience creating journey maps, user flows, sitemaps, wireframes, prototypes, content models, and annotated design specifications using Figma or comparable tools.
• Experience with content management systems, digital publishing workflows, web analytics, search insights, tagging, and measurement practices.
• Ability to write and edit clear, concise, plain-language content and collaborate effectively with subject-matter experts and content owners.
• Working knowledge of privacy, consent, cybersecurity, accessibility, brand, records management, and quality requirements; healthcare or another regulated-sector context is an asset.
• Experience supporting cross-functional delivery, prioritizing work, managing dependencies, and providing quality assurance in agile or iterative environments.
• Demonstrated ability to communicate recommendations clearly, influence stakeholders without direct authority, and use evidence to improve digital outcomes.
• Ability to independently lead digital experience activities from discovery through launch and optimization and identify, escalate, and mitigate user, accessibility, content, privacy, and delivery risks.
• Ability to build alignment across business, clinical, communications, product, and technology stakeholders and contribute to standards, governance practices, and continuous improvement initiatives
  
  

Why join SE Health?

• Competitive Total Rewards: So much more than a paycheque! Enjoy comprehensive benefits, pension, flexible pay options, car-loan support, housing solutions and exclusive staff perks.
• Flexibility & Belonging: Thrive with hybrid work, flexible scheduling and a supportive, inclusive culture that puts people first.
• Innovative: At SE, we are always looking for new, innovative ways to improve. You’ll be encouraged and supported to identify and make improvements to the way we do our work. As a social enterprise, we support research into Senior’s Health and Aging.
• Purpose & Impact: Join a national social enterprise where your voice matters. Every role helps advance health, spark innovation and strengthen communities across Canada.
• Growth That Meets Your Ambition: Access tuition support, training and meaningful career pathways across a growing, future-focused organization.
  
  

About SE Health

SE Health is a not-for-profit social enterprise advancing health with heart. With 115+ years of impact, we bring hope, happiness and exceptional care to people and communities across Canada. We lead with empathy, dignity and purpose while building a future where everyone can realize their full health and well-being potential. We’re also an inclusive, supportive workplace offering competitive compensation, strong benefits and real opportunities to grow. We’re All In Together.

Accessibility: If you require accommodations due to illness or disability, please contact Talent Acquisition at [email protected] .

AI and compensation details: We use AI to take notes during our interview. All applications and interviews are reviewed by our Talent Acquisition team. This role is a new addition. The total target compensation for this position is $72,000 - $91,000. The compensation offered is determined based on the successful candidate’s relevant experience, skills, and competencies, taking into consideration internal equity