UX Researcher and Service Designer 0930-7

Key Responsibilities:
Service Discovery & Research

Plan and facilitate stakeholder engagement sessions, workshops and co-design activities.
Conduct interviews, observations and contextual research to understand operational processes and user needs.
Analyse existing workflows, pain points, workarounds and service gaps.
Translate research findings into actionable insights and recommendations.
Develop personas, journey maps and service blueprints to support decision-making.

Service & Experience Design

Design end-to-end user journeys across multiple applications and business processes.
Develop future-state workflows, operating models and service concepts.
Create wireframes, prototypes and experience concepts to validate ideas with users.
Ensure consistency across digital touchpoints within the FM ecosystem.
Design experiences that simplify operational tasks and improve productivity.

Product & Requirements Definition

Work closely with product managers to define user needs and prioritise opportunities.
Translate business and operational requirements into user stories and functional requirements.
Support backlog development and feature prioritisation activities.
Help define MVPs, release scopes and user validation plans.
Ensure proposed solutions align with business goals and operational realities.

Business Process Improvement

Map and analyse current ("as-is") and future ("to-be") processes.
Identify opportunities to streamline workflows, reduce manual effort and improve service delivery.
Support redesign of operational processes during application revamps and migrations.
Collaborate with stakeholders to validate proposed process improvements before implementation.

AI-Enabled Experience Design

Work with AI engineers to identify opportunities for AI-assisted user experiences.
Design conversational, search-based and AI-assisted workflows.
Contribute to the development of intelligent search, knowledge discovery and productivity tools.
Ensure AI-enabled experiences remain intuitive, transparent and user-centric.

User Validation & Delivery Support

Plan and facilitate concept testing, usability testing and user acceptance activities.
Gather and synthesise user feedback throughout the delivery lifecycle.
Work closely with software engineers to ensure designs are implemented effectively.
Participate in Agile ceremonies, sprint planning and release reviews.
Support change management and adoption activities where required.

Required Qualifications
Service Design & User Experience

Experience in service design, user experience design, human-centred design or product design.
Strong understanding of user research and design thinking methodologies.
Experience facilitating workshops, stakeholder interviews and co-design sessions.
Ability to develop:
Journey maps
Service blueprints
Personas
Process maps
Wireframes and prototypes

Business Process Design

Strong analytical and problem-solving skills.
Experience documenting and redesigning business processes.
Ability to translate user and operational requirements into actionable product requirements.

Digital Product Delivery

Experience working in Agile product teams.
Ability to collaborate effectively with product managers, developers and business stakeholders.
Strong written and verbal communication skills.

Preferred Qualifications

Experience designing enterprise, government or operational systems.
Experience working on workflow, case management or operational platforms.
Familiarity with facilities management, smart estate or built environment domains.
Experience using tools such as Figma, Miro, FigJam, Lucidchart or equivalent.
Familiarity with AI-enabled user experiences, enterprise search or conversational interfaces.
Experience supporting digital transformation, application modernisation or platform migration initiatives.