Job Description

We are seeking a UX Researcher and Service Designer to help shape digital products and services from the ground up. You will lead discovery initiatives, uncover user and organisational needs, map complex processes, and translate research findings into actionable insights, service improvements, and future product opportunities.

Key Responsibilities

Conduct discovery activities to understand current business processes, workflows, user behaviours, and organisational challenges.
Map end-to-end service journeys and operational processes to identify pain points, bottlenecks, and improvement opportunities.
Plan and execute qualitative research, stakeholder interviews, contextual inquiries, workshops, and other discovery activities.
Synthesise complex and ambiguous information into structured insights, opportunities, and recommendations.
Define service design principles, requirements, and strategic recommendations to inform future solutions.
Design, prototype, and test concepts, processes, and interventions to validate outcomes.
Facilitate workshops to align stakeholders, frame problems, prioritise opportunities, and evaluate concepts.
Collaborate closely with product managers, designers, engineers, and business stakeholders throughout the discovery and design process.
Produce research reports, journey maps, service blueprints, personas, and design artefacts.

Requirements

Minimum 6 years of experience in service design, UX research, product discovery, or related disciplines.
Strong experience conducting generative and exploratory research in complex environments.
Demonstrated ability to synthesise large volumes of qualitative data into actionable insights.
Experience solving workflow, service, operational, and process-related challenges.
Strong workshop facilitation, stakeholder engagement, and communication skills.
Ability to work independently in ambiguous, exploratory, and innovation-focused environments.

Preferred Qualifications

Experience supporting digital transformation initiatives within government or large enterprises.
Knowledge of service design tools and artefacts such as service blueprints, customer journey maps, ecosystem maps, and stakeholder maps.
Exposure to AI-enabled products, generative AI tools, intelligent assistants, or conversational experiences.
Experience working in 0-to-1 product discovery and innovation initiatives.