University of Waterloo

User Experience Specialist

Requisition ID 2021-6719
Job Category
Employment Type
Time Type
Hiring Range
$75,030 - $93,788


The User Experience Specialist is responsible for organizational strategic planning and leading and managing change associated with ensuring that user experience is encompassed in all aspects of user interaction with the Library. This includes undertaking original planning and providing guidance for the implementation of new cross-departmental strategies and initiatives designed to support success in the use of library resources and services.


The Specialist plans, prioritizes and coordinates investigations into user behavior, experience and needs and makes 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 and is a collaborator in ensuring that all services and spaces are accessible.


In this position, the successful applicant will lead UX research, mentor individuals across the Library in UX practices, and foster change as a direct result of their findings. The Library supports flexibility, work-life balance, and individual wellness in an environment that values collaboration, strategic partnerships, and evidence-based decision making.  


To ensure consideration for this opportunity, please apply before August 27, 2021.


Inquiries related to this role can be directed to Victoria Chu, Associate University Librarian, Learning, Research & User Services:




Organizational strategic planning and priority setting

  • Provides expert leadership and guidance in organizational strategic planning related to user experience with the Library

  • Leads the Library’s User Experience Strategy team in taking an evidence-based approach to

    • Identify areas within the physical and virtual environment requiring further investigation

    • Set priorities and plan assessment activities

    • Identify resourcing needs and create proposals to move forward strategic initiatives

    • Build a shared understanding of the user experience across library services and user groups

  • Translates user experience assessment outcomes and makes library wide strategy recommendations to Library administrators for evolving and promoting Library services and resources

  • Fosters campus-wide collaboration, information sharing, and partnerships to align strategic priorities and priorities related to the user experience

  • Collaborates with colleagues at the University of Guelph, Wilfrid Laurier University, OCUL (Ontario Council of University Libraries), CARL (Canadian Association of Research Libraries) and ARL (Association of Research Libraries) member institutions on the user experience aspects of collaborative ventures


Planning and assessment

  • Provides leadership with the selection and implementation of appropriate qualitative and quantitative research methods and usability studies to assess user needs, preferences and trends
  • Uses a collaborative approach to provide guidance and direction to library staff in the design and conduct of user experience assessment

  • Oversees the analysis of study results, communicates results 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

  • 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


Training and development

  • Mentors and trains across the organization to guide library leaders, departments, committees, and individuals regarding user experience research methods and assessment

  • Provides functional direction for the User Experience Associate and staff with user experience support responsibilities included in their job descriptions

  • 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

  • Participates in professional development in areas such as research, courses, conference presentations, posters and ongoing skills acquisition


As a supervisor

  • Makes decisions on the hiring of their direct report(s), in consultation with the AUL

  • Coaches, trains and develops employee(s) to assure growth and development of that (those) individual(s)

  • Conducts regular performance reviews with direct report(s), and ensures adherence to annual Performance Planning process


  • A Master’s degree in a relevant field, with an emphasis or specialization in areas such as Human Factors Design or User Experience design. An ALA-accredited Master’s degree in Library/Information Science is an asset
  • Strategic planning and priority setting experience

  • Demonstrated experience working and leading in collaborative team settings

  • Project management experience

  • Commitment to fostering positive working relationships & building partnerships

  • Experience with user centred design and knowledge of accessibility standards and legislation
  • Supervisory experience an asset
  • Demonstrated ability to provide leadership in implementing outcomes of research into user behavior

  • Proven excellent facilitation and communication skills, including oral, written and active listening

  • Demonstrated knowledge of and experience with user experience methods, tools, software and techniques for gathering feedback from service areas, programs and directly from users in a library or university setting

  • Demonstrated ability to analyse data, visualize results, synthesize recommendations and communicate findings for diverse audiences

  • Demonstrated ability to lead and manage change

  • Proven ability to work effectively in a service oriented environment, which values collaboration and collegiality

  • Microsoft Office skills:  MS Word – Intermediate, Excel – High, PowerPoint - Intermediate

  • Web usability software; focus group protocols development; etc.

  • Work beyond normal business hours may be required

Vaccination Requirement Statement

All employees and students of the University of Waterloo are required to provide proof of being fully vaccinated or have an approved accommodation, in order to come to campus. You can provide proof of vaccination or apply for an accommodation on our Campus Check-in website. For more information, please refer to the University of Waterloo website: Vaccination Requirement.

Equity Statement

The University of Waterloo is committed to implementing the Calls to Action framed by the Truth and Reconciliation Commission. We acknowledge that we live and work on the traditional territory of the Neutral, Anishinaabeg and Haudenosaunee peoples. The University of Waterloo is situated on the Haldimand Tract, the land granted to the Six Nations that includes six miles on each side of the Grand River.


The University values the diverse and intersectional identities of its students, faculty, and staff. The University regards equity and diversity as an integral part of academic excellence and is committed to accessibility for all employees. The University of Waterloo seeks applicants who embrace our values of equity, anti-racism and inclusion.  As such, we encourage applications from candidates who have been historically disadvantaged and marginalized, including applicants who identify as First Nations, Métis and/or Inuit/Inuk, Black, racialized, a person with a disability, women and/or 2SLGBTQ+.


All qualified candidates are encouraged to apply; however, Canadians and permanent residents will be given priority.


The University of Waterloo is committed to accessibility for persons with disabilities. If you have any application, interview, or workplace accommodation requests, please contact Human Resources at or 519-888-4567, ext. 45935.


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