M07 - UX Researcher & Service Designer

Responsible for conducting research, analysing data to derive insights to improve citizen service journey experience and inform overall product strategy, development and design decisions 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 and problems 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 both UX research and service design. Ensure methodological rigour in all research and service design activities. Requirements Bachelor's degree in Design, Psychology, Human-Computer Interaction, Business, Social Sciences, or related field 4–7 years of experience with demonstrated ownership of end-to-end research or service design projects Strong foundation in both qualitative and quantitative research methods (e.g., interviews, surveys, usability testing, A/B testing) Ability to translate complex data into clear, actionable insights and recommendations Experience in defining research objectives, designing studies, and synthesising findings independently (Senior level expected to lead this) Good understanding of design thinking principles and human-centred design approaches Experience in customer journey mapping , service blueprinting, and experience design Ability to identify problem statements and contribute to solution ideation Ability to manage multiple research or design tasks in a fast-paced environment Experience delivering research artefacts (personas, journey maps, reports, dashboards) Familiarity with research and analytics tools (e.g., survey tools, usability testing platforms, data visualisation tools) Exposure to Agile or product development environments is preferred