- 1-year contract, renewable
- Hybrid work arrangement
- Government project
General Requirements
- 4 years of experience in driving user-centric insights and improve citizen service journey experiences within a government environment.
- Able to communicate well, with strong conviction in the Government's mission and good user management skills
- Experienced in running major projects with strong management skills
- Able to think of the big picture while being able to deep-dive into details when required
- Comfortable being hands-on and going onsite (e.g. project sites) if required
Responsibilities
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 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 UX research and service design
- Ensure methodological rigour in all research and service design activities
GIS / Spatial Skillsets
- Conduct user research with government data users to understand GIS workflows, needs, and pain points related to maps, dashboards, and data discovery
- Design intuitive map interactions, dashboards, and data discovery experiences create service blueprints and user journeys that improve usability and adoption
- Collaborate with product, GIS, and engineering teams to prototype, test, and iterate interfaces, ensuring accessibility, inclusivity, and consistent data storytelling
