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- To explore user needs and behaviours, advocate for a user-centred approach and coach other UX practitioners.
- Plan and conduct user research activities and facilitate workshops to uncover user behaviours, needs, and motivations using various methodologies.
- Utilise qualitative and quantitative data to evaluate user experience and identify opportunities for improvement
- Create service maps of current and future user journeys, including digital and non-digital interactions and touchpoints
- Align service design initiatives with organisational goals and strategy, collaborating with cross-functional teams to design end-to-end services that align with business goals and user needs
- Identify opportunities that challenge the current conventions and propose simpler processes that provide better user-centred outcomes, save effort, and reduce costs
- Co-design, develop, prototype, and validate new opportunities, including those that are non-digital (physical, people, processes etc)
- Share knowledge and best practices in service design within the organisation, manage user researchers, and coach other user-centred practitioners to ensure and improve research and service design practice
- Significant experience across all aspects of user research and service design, including facilitating workshops, service blueprinting, concept development and guiding implementation of solutions
- Proven ability to advocate effectively for user research and service design and comprehensive, user-centred practices
- Experience of planning and delivering research, using both quantitative and qualitative methods, to uncover motivations and behaviours
- Experience contributing to findings and recommendations to a wide range of stakeholders, in variety of ways to suit the audience
- Ability to support user researchers and other UX practitioners to develop their skills and understanding of research and service design methodologies
- Good knowledge of multidisciplinary digital teams and agile practices
- Up to £75,000 depending on experience
- 15% pension contributions
- Healthcare and wellbeing package
- Plus many more
- Hybrid – 3 days in the office
- Initially 18 months fixed-term
