UX Researcher and Service Designer

Roles &Responsibilities • Run discovery with agency teams to understand how they currently form ideas, gather information, and arrive at requirements for digital products. • Map the end-to-end process from initial business idea to defined requirement, surfacing where teams get stuck, lose information, or diverge. • Identify patterns, friction points, and unmet needs across teams, and synthesise them into clear, structured insight. • Translate findings into design principles and requirements that inform the concept and design of a supporting tool or agent. • Prototype and test process interventions or concepts to validate whether they help teams reach buildable clarity. • Facilitate workshops to frame problems, align stakeholders, and pressure-test emerging concepts. Qualifications& Skill Sets • At least 5 years of experience in service design, UX research, or product discovery, with experience shaping ambiguous problem spaces. • Strong generative research and synthesis skills — able to turn messy, scattered inputs into structured insight. • Comfort designing for process and workflow problems, not only interface problems. • Confident workshop facilitation and stakeholder engagement. • Ability to work independently in an exploratory 0→1 context where the end product is not yet defined. • Interest in or exposure to AI-assisted tools or agents is an advantage.