UX Researcher & Service Designer

The UX Researcher & Service Designer is responsible for conducting research and analyzing data to improve service journey experiences and inform product strategy. This role involves developing and executing comprehensive research plans and creating compelling reports to share findings with stakeholders.

Responsibilities

• Conduct in-depth qualitative and quantitative research to uncover Business/Public Officer needs, behaviours, motivations, and pain points
• Be adept in generative and evaluative research to understand problem spaces and identify the right problem to tackle
• Develop and execute comprehensive research plans, including user interviews, surveys, usability testing, and A/B testing
• Analyse qualitative and quantitative research data to identify trends, patterns, and actionable insights
• Create compelling research reports and presentations to share findings with cross-functional teams and stakeholders
• Facilitate workshops and ideation sessions prioritising user needs
• Apply design thinking principles to creatively solve problems and envision innovative solutions

Requirements

• Experience working as a user researcher and/or service designer
• Advanced degree, training, or certification in service design, UX design or related design fields
• Comfortable working with Product, Tech, Data, and Business partners
• Strong knowledge in product design processes and emerging technologies
• Demonstrates systems thinking, teamwork, leadership, planning and successfully implemented projects in a dynamic and agile environment
• Familiarity with design and prototyping tools, such as Figma, and/or Adobe Creative Suite
• Self-directed, organized, efficient; a deep and insightful thinker who likes the challenge of a complex problem, and is an effective communicator, presenter, and negotiator
• Direct experience in both traditional and modern approaches to recruitment, diverse research methods, and reporting
• Knowledge of user research principles, methodologies, and deliverables
• Strong ability to identify key research objectives in partnership with product, design, brand, and engineering teams
• Strong knowledge of various research methods and the experience to select the right research to do at the right time and synthesise insights into coherent, digestible deliverables

Key Skills

• User research
• Service design
• Design thinking
• Qualitative and quantitative research
• User interviews
• Surveys
• Usability testing
• A/B testing
• Data analysis
• Research report creation
• Workshop facilitation
• Ideation sessions
• Problem-solving
• Innovative solutions
• Product design processes
• Emerging technologies
• Systems thinking
• Teamwork
• Leadership
• Planning
• Project management
• Design and prototyping tools
• Self-direction
• Organization
• Efficiency
• Insightful thinking
• Complex problem-solving
• Effective communication
• Presentation skills
• Negotiation skills
• Traditional and modern recruitment approaches
• Diverse research methods
• Reporting
• User research principles
• Methodologies
• Deliverables
• Key research objectives
• Research methods selection
• Insight synthesis
• Coherent deliverables
• Design and prototyping tools