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.