Ontario Lottery and Gaming Corporation (OLG) is seeking a Customer Strategy & Experience Design Student to support the Enterprise Customer Strategy & Experience Centre of Excellence. The role involves contributing to the development of customer strategies and experience design principles while assisting in the discovery and design of key customer journeys.
Analyze needs of customer target segments and design experience strategies against them
Work closely with product marketing, customer insights, enterprise analytics, and innovation teams to develop and test new experiences across key moments in the customer journey
Inform the planning and prioritization of opportunities based on customer desirability frameworks and impact on key customer metrics
Apply human-centered design principles to develop intuitive and engaging customer journeys that enhance customer engagement and satisfaction
Make ideas tangible for teams through visual storytelling and service design techniques
Coordinate and provide direction to teams to ensure successful implementation of CX strategies and process improvements
Qualification
Required
Enrolled in a relevant post-secondary education program (Business/Commerce, Communications, Psychology or related field; MBA – Marketing, Innovation & Strategy, and/or Design Thinking focus)
Understanding of design thinking and human-centered design tools (including customer journeys, empathy maps, personas, and service blueprints)
Effective verbal and written communication abilities
Problem solving and proven analytical capabilities (including the ability to interpret data, identify patterns, and generate actionable insights)
Experience working with research and data, with the ability to synthesize findings into compelling, insight-driven narratives
An aptitude for learning on the job – a willingness to grow and adapt in a dynamic environment
Effective interpersonal skills and the ability to work both independently and collaboratively with teams
Preferred
Familiarity with UX and CX tools including Figma, Miro, Qualtrics, and UserTesting.com
Benefits
Growth Focus: Become your best self with access to new opportunities and personalized support programs.
Comprehensive Learning: 24/7 access to robust online learning programs.
Equity, diversity, and inclusion: Core to OLG’s culture, empowering employees to bring their authentic selves and make a meaningful impact across Ontario.
Ontario Lottery and Gaming Corporation (OLG) and its contract management companies employ more than 16,000 people throughout the province
