Key Responsibilities

User Research & Insights

• Plan and carry out in-depth qualitative research, including stakeholder interviews, observational studies, and ethnographic research.

• Translate user feedback and observational data into actionable insights and themed recommendations to support process re-engineering.

• Define the user architecture for a new product that is being developed through the transformation of several existing products.

• Create detailed user journeys and service blueprints to highlight current-state experiences and identify future-state opportunities.

Workshop Facilitation & Stakeholder Engagement

• Plan and facilitate engaging service design workshops with a range of stakeholder groups.

• Lead a comprehensive stakeholder engagement approach across multiple business units and organisational levels.

• Foster collaborative environments that promote open discussion and co-creation of solutions.

Requirements

Experience

• Minimum 4–5 years of hands-on experience in service design, UX research, or related user-centred design disciplines.

• Experience working on large-scale enterprise and B2B products and services.

• Experience navigating complex stakeholder environments and managing competing priorities is highly preferred.

• Proven ability to translate research findings into practical business recommendations.

Core Competencies

• Strong expertise in service design methodologies and human-centred design principles.

• Excellent workshop facilitation skills, with the ability to guide diverse groups through structured problem-solving processes.

• Strong empathy and emotional intelligence to understand and advocate for user needs.

• Excellent communication and presentation skills to share insights with senior stakeholders.

• AI-driven research, design, and prototyping skills and experience are strongly preferred.

Service Design & User Research Specialist