User Research & Service Design Lead

Job Details: User Research & Service Design Lead

Vacancy Name: User Research & Service Design Lead

Vacancy No: VN577

Location: Location Here

Employment Type: Fixed Term Contract

Overview: We are seeking a talented and experienced User Research and Service Design Lead to join our team. In this role, you will be responsible for leading user research initiatives and driving the design of end-to-end services that meet user needs and business objectives.

Main Duties and Responsibilities

Responsibilities:

• Lead and manage user research activities, including interviews, surveys, usability testing, and data analysis to gain insights into user behaviors, needs, and pain points.
• Collaborate with cross-functional teams, including product managers, designers, engineers, and stakeholders, to define user requirements and inform product/service design decisions.
• Lead key projects that support strategic pillars of the organization, ensuring alignment with business objectives and delivering measurable results.
• Develop and maintain user personas, journey maps, and other UX artifacts to guide the design process and ensure a user-centric approach.
• Drive the creation of service blueprints and design solutions that enhance the end-to-end user experience across multiple touchpoints.
• Map end-to-end processes, both internal and external, and workflows to identify bottlenecks and translate them into opportunities for improvement.
• Work closely with the data team to understand how data systems integrate through user flows and explore opportunities for improving critical paths and overall user experience.
• Champion best practices in user-centered design and service design methodologies within the organization.
• Mentor and coach all members of the team, fostering a culture of continuous learning and improvement.

Skills and Experience

Requirements:

• Bachelor's or Master's degree in Human-Computer Interaction, Design, Psychology, or a related field.
• Demonstrable experience in user research, service design, or related roles.
• Proficiency in a variety of qualitative and quantitative research methods, tools, and techniques.
• Strong analytical skills with the ability to synthesize complex data into actionable insights and recommendations.
• Excellent communication and collaboration skills, with the ability to effectively convey research findings and design concepts to stakeholders at all levels.
• Experience working in Agile or Lean environments is a plus.
• Experience of working in complex, data, and analytics environments.
• Desirable, but not essential, experience of working in the legal or professional service fields.