Job Description
Key Responsibilities
User Research & Insights
• Plan and carry out in-depth qualitative research, including stakeholder interviews, observational studies, and ethnographic research.
• Translate user feedback and observational data into actionable insights and themed recommendations to support process re-engineering.
• Define the user architecture for a new product that is being developed through the transformation of several existing products.
• Create detailed user journeys and service blueprints to highlight current-state experiences and identify future-state opportunities.
Workshop Facilitation & Stakeholder Engagement
• Plan and facilitate engaging service design workshops with a range of stakeholder groups.
• Lead a comprehensive stakeholder engagement approach across multiple business units and organisational levels.
• Foster collaborative environments that promote open discussion and co-creation of so...