Plan and run mixed-method research across the discovery lifecycle — generative interviews, contextual inquiry, concept and usability testing, and synthesis into actionable insight.
Frame problem spaces and shape research questions for 0→1 products where the direction is not yet settled.
Map service journeys, ecosystems, and touchpoints end-to-end, connecting front-stage user experience to back-stage systems and processes.
Plan and facilitate workshops as needed — problem framing, ideation, prioritisation, and alignment sessions with teams and stakeholders.
Translate findings into design hypotheses, opportunity areas, and prioritised recommendations that inform product and design decisions.
Work directly with product, design, and engineering counterparts, and engage agency stakeholders and public officers as both research participants and collaborators.
Communicate insight clearly to technical and non-technical audiences, including senior stakeholders, through concise readouts and artefacts.
Qualifications
5+ years in UX research, service design, or product research, with demonstrated 0→1 discovery experience.
Strong command of qualitative methods and comfort with quantitative inputs where relevant.
A portfolio showing service design work (e.g. journey maps, service blueprints) alongside research deliverables.
Confident workshop facilitation with mixed groups.
Ability to operate with ambiguity and structure your own research strategy with limited direction.
Clear, concise communication and stakeholder management skills.
Required Skills
Experience with government, public sector, or other complex multi-stakeholder environments.
Familiarity with accessibility and inclusive design considerations.
Experience researching both external (citizen) and internal (staff/operator) users.
