Job Description

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Responsible for conducting research, analysing data to derive insights to improve service journey experience and inform overall product strategy, development and design decisions

• Conduct in-depth qualitative and quantitative research to uncover 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.
• 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.
• Facilitate workshops and ideation sessions prioritising user needs.
• Apply design thinking principles to creatively solve problems and envision innovative solutions.

Requirements:

• Experience working as a user researcher and/or service designer
• Advanced degree, training, or certification in service design, UX design or related design fields
• Comfortable working with Product, Tech, Data, and Business partners to deliver services and experiences
• Strong knowledge in product design processes and emerging technologies
• Demonstrates systems thinking, teamwork, leadership, planning and successfully implemented projects in a dynamic and agile environment.
• Familiarity with design and prototyping tools, such as: Figma, and/or Adobe Creative Suite
• Self-directed, organised, efficient; a deep and insightful thinker who likes the challenge of a complex problem, and is an effective communicator, presenter, and negotiator.
• Direct experience in both traditional and modern approaches to recruitment, diverse research methods, and reporting.
• Knowledge of user research principles, methodologies, and deliverables
• Strong ability to identify key research objectives in partnership with product, design, brand, and engineering teams to address research needs for various brands and projects throughout the product life cycle.
• Strong knowledge of various research methods and the experience to select the right research to do at the right time and synthesise insights into coherent, digestible deliverables that visually reflect those results, including
• Service design blueprints, journey maps, and process flows

Skills Required