University of Waterloo

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User Experience Specialist

User Experience Specialist

Requisition ID 
Job Category  
5386 - Library
Job Status 
Regular Full-Time
Hiring Range 
$62,976 - $78,721

More information about this job


The User Experience Specialist will take on a key leadership role in establishing strategic initiatives and directions related to the users’ experience of the Library. The incumbent will provide the leadership, management and coordination of user experience assessment. The Specialist collaborates on the development of programs and initiatives that shape an engaging and supportive learning and development experience and plays a key role in leading and managing change associated with a vibrant and evolving student, faculty and campus staff experience in the Library. This includes developing and leading the implementation of new cross-departmental strategies and initiatives designed to support success in the use of library resources and services.


The Specialist leads investigations into user behavior, experience and needs, and analyzes results to make recommendations on the evolution of the Library’s physical help service points, the built environment, virtual help services and the users’ web experience. The Specialist champions a user focused culture, service excellence and is a collaborator in ensuring that all services and spaces are accessible.    


As a User Experience specialist and as a member of an ISR department, the incumbent:

  • Provides leadership and guidance, and serves as a resource to the Library 
  • Supports the promotion of Library services and resources to the campus community 
  • Remains current and conversant with trends and practices within the user experience community and transfers this knowledge to Library committees and staff, as well as faculty, staff and students, as appropriate
  • Consults with, participates in, and at times leads, Library, University, and as appropriate, non-University committees and groups, and fosters collaboration, information sharing, partnerships and expertise as required to support the unique needs and strategic goals of the University of Waterloo
  • Works with colleagues at other TUG (TriUniversity Group of Libraries), OCUL (Ontario Council of University Libraries), CARL (Canadian Association of Research Libraries) and ARL (Association of Research Libraries) member institutions, as appropriate, in collaborative ventures
  • Participates in professional development in areas such as research, courses, conference presentations, posters and ongoing skills acquisition

As the Specialist responsible for user experience assessment, the incumbent:

  • Uses a collaborative approach to design, lead and conduct qualitative and quantitative studies to assess user needs, preferences and trends, and usability as it relates to user experience

  • Analyzes study results, with others as appropriate, and makes recommendations to senior decision makers in the Library for strategically improving existing help services, developing new help services and retiring in-person and online services based on user feedback

  • Communicates study results to the User Services and Experience Team and/or other groups, teams or individuals collaborating on user experience assessment
  • Educates others in understanding the results of those studies
  • Inspires and leads change as services and service models evolve based on user experience assessment outcomes
  • Ensures tracking, documentation, and archiving of user experience projects
  • Provides coaching, advice or assistance to departments, committees and individuals regarding user experience research and assessment
  • Engages with others to train staff to observe and collect data related to patron interaction with services, spaces, technology and furniture

As the Specialist responsible for integrating user experience thinking into the Library, the incumbent:

  • Collaboratively leads the User Services and Experience (USE) team in taking an evidence-based approach to:
    • create proposals and recommendations to develop, enhance, modify and retire services and service models that support patron use of our physical and virtual spaces

    • identify, advocate for and support effective use of technology to improve user experience in accessing and using resources and services

    • identify and advocate for environmental and physical space enhancements that support a creative learning environment

    • create communication plans and feedback mechanisms

    • support the development and evolution of service standards to ensure service excellence for our users, internally within the Library and externally with our campus partners

  • Works closely with other library staff and committees engaged in designing and promoting library services


  • A Master’s degree in a relevant field, with an emphasis on specialization in areas such as Human Factors Design or User Experience design. MLIS may be an asset
  • Experience designing, conducting and applying user experience assessment 
  • Demonstrated ability to provide leadership implementing the outcomes of research into user behaviour within a collaborative team setting
  • Experience with user centered design and knowledge of accessibility standards 
  • Experience with qualitative and quantitative user experience research methods and techniques 
  • Experience with specialized software and tools available for gathering user feedback
  • Demonstrated experience analyzing data, visualizing results, synthesizing recommendations and communicating findings for diverse audiences 
  • Proven excellent communication skills, including oral, written and active listening 
  • Demonstrated ability to lead and support the management of change
  • Commitment to fostering positive working relationships and building partnerships 
  • Project management experience
  • Proven ability to work effectively in a service oriented environment, which values collaboration and collegiality 
  • Experience providing instruction or delivering training 
  • Intermediate skill level with Microsoft Word and PowerPoint, advanced skill level with Excel