Service Design & UX Research Specialist (Public Sector)

About the role

We are looking for a passionate Service Design & User Research Specialist to drive structured user engagement and uncover critical operational insights. You will lead qualitative research initiatives and service design workshops to identify pain points, behavioural patterns, and unmet needs across our internal and external stakeholder ecosystem.

Responsibilities

• Design and conduct comprehensive qualitative research including stakeholder interviews, observational studies, and ethnographic research
• Transform user input and observational data into actionable insights and thematic recommendations for process re-engineering
• Frame the user architecture of a new product emerging from the transformation of several existing products
• Develop detailed user journeys and service blueprints that illuminate current-state experiences and future-state opportunities
• Plan and facilitate engaging service design workshops with diverse stakeholder groups
• Drive comprehensive stakeholder engagement strategy across multiple business units and organisational levels
• Create collaborative environments that encourage open dialogue and co-creation of solutions

Requirements

• At least 4-5 years of hands-on experience in service design, UX research, or related user-centred design disciplines
• Experience with large-scale enterprise and B2B products and services
• Experience navigating complex stakeholder environments and managing competing priorities is highly preferred
• Demonstrated success in translating research findings into practical business recommendations
• Deep expertise in service design methodologies and human-centred design principles
• Exceptional workshop facilitation skills with ability to guide diverse groups through structured problem-solving processes
• Strong empathy and emotional intelligence to understand and advocate for user needs
• Outstanding communication and presentation skills for sharing insights with senior stakeholders
• AI driven research and design/prototyping skills and experience strongly preferred

Additional Information

1-year contract, renewable Government project Hybrid work arrangement

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