Job Description

Customer Experience and User Experience Research:
1. Conduct in-depth customer research, utilizing a variety of methods such as interviews, surveys, and usability testing.
2. Collaborate with product team, designers, and other stakeholders to identify research needs and develop research plans
3. Create customer journey maps and other artifacts to communicate research findings.
4. Analyze and synthesize research findings to inform design decisions and enhance the overall customer experience.
5. Utilise data analytics to track and evaluate user behavior, identifying key trends and areas for improvement.
6. Stay abreast of industry trends and best practices in UX research to continually improve research methodologies

Customer Journey Mapping:
1. Collaborate with cross-functional teams to map and analyze customer journeys, identifying pain points and areas for improvement.
2. Utilize research findings to inform the design of seamless and engaging customer experiences.

User-Centric Ideation:
1. Facilitate workshops and ideation sessions that prioritize user needs and contribute to the creation of innovative service solutions.
2. Work closely with stakeholders to translate business requirements into user-centric design concepts.

Cross-Functional Collaboration:
1. Collaborate with UX/UI designers, product managers, and other stakeholders to ensure seamless integration of design and research into the overall product development process.
2. Advocate for the user by providing a user-centered perspective throughout the product and design development process.
3. Communicate research insights and design concepts effectively to diverse audiences.

Documentation and Communication:
1. Document research methodologies, findings, and recommendations for internal knowledge sharing.
2. Assist in developing and maintaining a repository of research findings and best practices.

Design Thinking and Creative Problem-Solving:
1. Apply design thinking principles to creatively solve problems and envision innovative solutions for enhancing the overall customer experience.
2. Work collaboratively with designers, product, business, and development teams to implement customer-centric design solutions.
3. Work closely with design and product teams to integrate research findings into the iterative design process.

Qualifications

Basic qualifications:

• 4 Year degree in Human-Computer Interaction (HCI), Psychology, or a related field.

• At least 5 years of experience in service design, design strategy, human-centered design, design thinking tools and methods, or related field

Required Knowledge, Skills or Abilities:

• Advanced degree, trainings, or certifications in service design, design, HCI, or related design fields

• Experience designing for technical ecosystems, internal platforms, and/or associate experiences

• Comfortable working with Product, Tech, Data, and Business partners to deliver services and experiences

• Strong knowledge in product design processes and emerging technologies

• Familiarity with design and prototyping tools, such as: Figma, Lucid and/or Adobe Creative Suite

• Familiarity with working in an established design system

• Self-directed, organized, 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 a variety of brands and projects throughout the product life cycle.

• Strong knowledge of a wide variety of research methods and the experience to select the right research to do at the right time and synthesize insights into coherent, digestible deliverables that visually reflect those results including service design blueprints, journey maps, and process flows.