UX Researcher and Service Designer

We are looking for a UX Designer to join our team and take end-to-end ownership of design work — from discovery through to delivery. You will work closely with Product Managers and Engineers in a cross-functional team, helping to shape products that meaningfully improve how citizens and businesses interact with us. This is a role for someone who is proactive, independent, and comfortable navigating complexity, aligning stakeholders, and making sound design decisions grounded in evidence.

You will play an active role in raising the bar for design quality across the team.

What You Will Be Working On

• Lead design end-to-end — scoping research, defining problems, iterating on solutions, and seeing them through to delivery across flows, information architecture, and interaction patterns.
• Plan and run your own user research independently, including guerrilla interviews, usability tests, and contextual inquiry, translating findings into clear and considered design decisions.
• Bring a service design mindset to your work — mapping processes, understanding user journeys, and applying service blueprint concepts when tackling complex cases.
• Apply an eye for detail to simplify forms and processes, challenging unnecessary complexity and form fields in the context of business licence applications and citizen-facing services.
• Articulate your design rationale clearly to PMs and engineers, drive stakeholder alignment with evidence, and make trade-offs you can stand behind.
• Facilitate workshops with stakeholders to build alignment and drive efforts to simplify forms and processes.
• Proactively identify quality gaps and opportunities for improvement in your own work and across the broader team.
• Contribute to the design community by leading or contributing to design initiatives, piloting new methods or tools and sharing findings, and actively participating in learning and sharing sessions.

What We Are Looking For

• Typically 4–7 years of experience in UX, product, or service design, with a strong portfolio demonstrating independent ownership of design work from research and problem definition through to shipped solutions. Examples of service or process streamlining work are particularly valued.
• Proven ability to plan and run user research end-to-end, synthesise qualitative and quantitative insights, and apply them meaningfully to design decisions.
• Solid command of interaction design and information architecture, with growing fluency in visual hierarchy, layout, and accessibility.
• A service design mindset — comfortable mapping processes, working with user journeys, and applying service blueprint concepts to more complex problem spaces.
• Experience collaborating with Product Managers and Engineers in an agile or iterative environment, with the ability to make and defend trade-off decisions grounded in user evidence and project constraints.
• Proactive, reflective, and constructive in teams — able to challenge assumptions and review existing processes with candour and care while building strong working relationships.
• Preferred: experience using AI tools in design workflows, with critical judgement on when they add value and when they don't.
• A bachelor's degree or diploma in Interaction Design, Human-Computer Interaction, Graphic Design, or a related field, or equivalent practical experience.