UX Researcher and Service Designer
About the job
About the UX Researcher and Service Designer role
The UX Researcher and Service Designer is responsible for driving user-centered research and service design initiatives to improve citizen and business experiences across digital services. This role conducts qualitative and quantitative research to uncover user needs, analyzes data to generate actionable insights, and translates findings into journey maps, service blueprints, and design recommendations. Working closely with product, design, and engineering teams, the role facilitates workshops, supports ideation, and ensures solutions are usable, accessible, and aligned with strategic goals. The position also defines success metrics, evaluates performance, and continuously refines services through data-driven insights and iterative design practices.
Key Responsibilities:
- Responsible for conducting research, analysing data to derive insights to improve citizen service journey experience and inform overall product strategy, development and design decisions
- User and Citizen Insights:
- Conduct in-depth qualitative and quantitative research to uncover Citizen/Business/Public Officer needs, behaviours, motivations, and pain points
- Be adept in generative and evaluative research to understand problem spaces and identify the right problem to tackle
- Develop and execute comprehensive research plans, including user interviews, surveys, usability testing, and A/B testing
- Data Analysis and Communication:
- Analyse qualitative and quantitative research data to identify trends, patterns, and actionable insights
- Create compelling research reports and presentations to share findings with cross-functional teams and stakeholders
- User-Centric Ideation and Problem-Solving:
- Facilitate workshops and ideation sessions prioritising user needs
- Apply design thinking principles to creatively solve problems and envision innovative solutions
- Customer Journey Mapping and Experience Design:
- Create customer journey maps and other artefacts to communicate research findings
- Collaborate with cross-functional teams to develop a vision, strategy and plan to address key pain points and problems in the customer journey
- Apply research insights to design seamless and engaging customer experiences
- Collaborate with designers and developers to ensure usability and accessibility of service concepts and products
- Performance Measurement and Improvement:
- Define and track key performance indicators or relevant metrics to evaluate product and service effectiveness and identify areas for improvement
- Methodological Expertise:
- Keep abreast of the latest research methodologies, tools, and industry trends in both UX research and service design
- Ensure methodological rigour in all research and service design activities
Requirements:
- Knowledge in conducting user research with government data users to understand GIS workflows, needs, and pain points related to maps, dashboards, and data discovery
- Ability to design intuitive map interactions, dashboards, and data discovery experiences
- Can create service blueprints and user journeys that improve usability and adoption
- Can collaborate with product, GIS, and engineering teams to prototype, test, and iterate interfaces, ensuring accessibility, inclusivity, and consistent data storytelling
- Able to communicate well, strong conviction in the Government’s mission and good user management skills
- Experienced in running major projects with strong management skills
- Can think of the big picture while being able to deep-dive into details if required
- Able to hands-on and go onsite e.g. project sites if required.
