Responsible for conducting research, analysing data to derive insights to improve citizen service journey experience and inform overall product strategy, development and design decisions
User and Citizen Insights:
- Conduct in-depth qualitative and quantitative research to uncover Citizen/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.
Data Analysis and Communication:
- 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.
User-Centric Ideation and Problem-Solving:
- Facilitate workshops and ideation sessions prioritising user needs.
- Apply design thinking principles to creatively solve problems and envision innovative solutions.
Customer Journey Mapping and Experience Design:
- Create customer journey maps and other artefacts to communicate research findings.
- Collaborate with cross-functional teams to develop a vision, strategy and plan to address key pain points and problems in the customer journey.
- Apply research insights to design seamless and engaging customer experiences.
- Collaborate with designers and developers to ensure usability and accessibility of service concepts and products.
Performance Measurement and Improvement:
- Define and track key performance indicators or relevant metrics to evaluate product and service effectiveness and identify areas for improvement.
Methodological Expertise:
- Keep abreast of the latest research methodologies, tools, and industry trends in both UX research and service design.
- Ensure methodological rigour in all research and service design activities.
Requirements
- Bachelor's degree in Design, Psychology, Human-Computer Interaction, Business, Social Sciences, or related field
- 4-7 years of experience with demonstrated ownership of end-to-end research or service design projects
- Strong foundation in both qualitative and quantitative research methods (e.g., interviews, surveys, usability testing, A/B testing)
- Ability to translate complex data into clear, actionable insights and recommendations
- Experience in defining research objectives, designing studies, and synthesising findings independently (Senior level expected to lead this)
- Good understanding of design thinking principles and human-centred design approaches
- Experience in customer journey mapping, service blueprinting, and experience design
- Ability to identify problem statements and contribute to solution ideation
- Ability to manage multiple research or design tasks in a fast-paced environment
- Experience delivering research artefacts (personas, journey maps, reports, dashboards)
- Familiarity with research and analytics tools (e.g., survey tools, usability testing platforms, data visualisation tools)
- Exposure to Agile or product development environments is preferred
