A government organisation is seeking a Service Design & User Research Specialist to drive structured user engagement and uncover critical operational insights. You will lead qualitative research initiatives and service design workshops to identify pain points, behavioural patterns, and unmet needs across a complex internal and external stakeholder ecosystem.
This role sits at the intersection of research, strategy, and transformation — playing a key part in shaping the user architecture of a new product emerging from the consolidation of several existing platforms.
Key Responsibilities
User Research & Insights
- Design and conduct comprehensive qualitative research including stakeholder interviews, observational studies, and ethnographic research
- Transform user input and observational data into actionable insights and thematic recommendations for process re-engineering
- Frame user architecture for a new product emerging from the transformation of several existing products
- Develop detailed user journeys and service blueprints that illuminate current-state experiences and future-state opportunities
Workshop Facilitation & Stakeholder Engagement
- Plan and facilitate engaging service design workshops with diverse stakeholder groups
- Drive a comprehensive stakeholder engagement strategy across multiple business units and organisational levels
- Create collaborative environments that encourage open dialogue and co-creation of solutions
Requirements
- 4–5 years of hands-on experience in service design, UX research, or related user-centred design disciplines
- Experience with large-scale enterprise and B2B products and services
- Demonstrated ability to navigate complex stakeholder environments and manage competing priorities
- Proven track record of translating research findings into practical business recommendations
- Deep expertise in service design methodologies and human-centred design principles
- Exceptional workshop facilitation skills with ability to guide diverse groups through structured problem-solving
- Strong empathy and emotional intelligence to understand and advocate for user needs
- Outstanding communication and presentation skills for senior stakeholder audiences
- AI-driven research, design, and prototyping skills strongly preferred
