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User Experience Researcher - TELUS Health


Montreal, Quebec, CA Vancouver, British Columbia, CA Mont-Saint-Hilaire, Quebec, CA Calgary, AB, CA Fort McMurray, AB, CA Halifax, Nova Scotia, CA Langley, British Columbia, CA Toronto, ON, CA Rimouski, Quebec, CA Edmonton, AB, CA Burnaby, British Columbia, CA Victoria, British Columbia, CA

Req ID:  21192
Jobs by Category:  Health
Job Function:  Health Solutions
Status:  Full Time
Schedule:  Regular



Join our team

TELUS Health is transforming healthcare by delivering connected solutions and services to empower people to live healthier lives.

TELUS Health Virtual Care is a key pillar of the TELUS Health ecosystem. TELUS Health Virtual Care is a national on-demand virtual care solution. It gives members and their family direct access to secure medical consults with friendly, knowledgeable clinicians – 24/7 and across the country. 

Working in collaborative partnerships with strategy, technology and clinical operations, you would be part of a dynamic team of highly skilled design and product professionals. Our efforts are grounded in a sincere commitment to translate insight into opportunity, opportunity into concepts, concepts into products and products into engaging experiences for a variety of end users. We achieve this with a dedication to our craft and collaboration at our core.

Here’s the impact you’ll make and what we’ll accomplish together


Our service and experience design team is looking for a skilled user experience researcher who is passionate about making complex healthcare experiences simple, engaging and efficient to use. As part of this dynamic team you will have the opportunity to work on products and platforms across the TELUS Health Virtual Care ecosystem connecting people and families with innovative care options, and helping them live their healthiest lives. You will do so by uncovering user insights to help shape product and experience design which will:


  • Improve access to, and engagement with, innovative care solutions
  • Ensure patient safety
  • Increase product value and address new market opportunities
  • In essence, make healthcare delivery better, faster, and safer for everyone


While supporting the design practice you will help lead the research practice by:


  • Working with product teams to facilitate user research
  • Working with leadership to help facilitate the development of strategies to help us mature, scale, and create the conditions for the best user experiences to reach our business objectives


Here's How


  • Provide best in class research practice across TELUS Health Virtual Care and beyond to help create world class experiences for our patients, clinicians and clients
  • Partner closely with cross-functional teams to understand project goals and requirements so your research generates the user understanding they need to succeed
  • Identify the best research methods to deliver the insights needed to inform user experience design, product strategy and implementation, based on project requirements, timelines, and resources
  • Guide product owners and designers towards and promote the adoption of other user research methods such as remote testing, guerilla testing, card sorting exercises, A/B testing, discovery etc
  • Educate team members on user research best practices and keep them informed on evolving methodologies
  • Work with product, design and content colleagues to champion the development and execution of the research strategy, playing a key role in defining the vision and goals of the user experience
  • Recruit participants, build test plans, set up for and facilitate moderated usability testing, perform quick detailed analysis, and share findings with the team so they can action insights and inform product strategy and design
  • Methodically prioritize data collected during sessions to form an easily accessible library of findings
  • Leverage your research skills, strategic acumen and storytelling ability to communicate our user insights and connect the dots in a way that motivates teams to put the user first




You're the missing piece of the puzzle


  • BA/BS degree in Anthropology, Human Factors, Psychology, HCI/Computer Science or other related fields or equivalent practical experience
  • 3-5 years relevant work experience, including integrating user research into product design, experience strategy, service design and design practices
  • Hands-on experience with and a strong understanding of the strengths and shortcomings of different research methods from a variety of disciplines including when and how to apply them at each product phase - you’ll know when to use surveys, usability tests, focus groups, etc
  • Experience in scoping out and planning for research projects
  • Expertise in leading semi-structured research, stakeholder and user interviews, group-based co-creation and facilitation, and in situ/contextual research 
  • An organized mind to sort through all the collected data and user behaviours to give recommendations and the ability to weave this data into compelling stories using analytics support your findings
  • Ability uncover and articulate insights that will inform and inspire design
  • The curiosity to seek out relevant information and ability to ask the right questions to obtain information, understand, and learn from user research sessions
  • Fluency in digital product delivery and the associated concepts of Lean and Agile
  • The ability to move fast and adapt quickly to change, manage ambiguity, and work autonomously in an agile environment – you’ll have to be comfortable prioritizing simultaneous deadlines across multiple teams and projects
  • Good communication and public speaking skills to share out knowledge of qualitative and quantitative research
  • Curious about people and human behaviours, someone who can actively listen, ask thoughtful questions to proactively seek out valuable insights, and connect these insights to data that can help teams be better informed in their decisions

Nice to have:


  • Bilingualism - French/English 
  • Experience in healthcare industry



A bit about us

We’re a people-first, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world. When you join our team, you’re helping us make the future friendly.

We’re committed to diversity and equitable access to employment opportunities based on ability—your unique contributions and talents will be valued and respected here.

The health and safety of our team, customers and communities is paramount to TELUS. Accordingly, we require anyone joining our team to be fully vaccinated for COVID-19.

TELUS Health is an IT leader in Canada that focuses on the health sector. Our mission is to improve the way information is being used along the continuum of care to better the health of citizens in Canada and in selected countries.  

Disclaimer:  In accordance with the TELUS Health Solutions Data Center Security Policy, as a condition of employment, all personnel whose job functions require they work at a Data Center and/or have access to detailed knowledge of technology related to client service delivery, are subject to a Personnel Security Screening conducted through the Government of Canada.






We’re looking for clinicians, programmers, product developers, sales and marketing people, customer support, and everyone in between. If you have a penchant for turning information into better health outcomes, then we want you to help us develop, implement and manage the most innovative healthcare solutions possible.

We are honoured to be recognized

Physicians using TELUS Health electronic medical records

Pharmacies using our pharmacy solutions

140 million+
Health claims processed using TELUS Health solutions


TELUS is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment.

We offer accommodation for applicants with disabilities, as required, during the recruitment process.