UX Researcher

Key Responsibilities: Service Discovery & Research • Plan and facilitate stakeholder engagement sessions, workshops and co-design activities. • Conduct interviews, observations and contextual research to understand operational processes and user needs. • Analyse existing workflows, pain points, workarounds and service gaps. • Translate research findings into actionable insights and recommendations. • Develop personas, journey maps and service blueprints to support decision-making. Service & Experience Design • Design end-to-end user journeys across multiple applications and business processes. • Develop future-state workflows, operating models and service concepts. • Create wireframes, prototypes and experience concepts to validate ideas with users. • Ensure consistency across digital touchpoints within the FM ecosystem. • Design experiences that simplify operational tasks and improve productivity. Product & Requirements Definition • Work closely with product managers to define user needs and prioritise opportunities. • Translate business and operational requirements into user stories and functional requirements. • Support backlog development and feature prioritisation activities. • Help define MVPs, release scopes and user validation plans. • Ensure proposed solutions align with business goals and operational realities. Business Process Improvement • Map and analyse current ("as-is") and future ("to-be") processes. • Identify opportunities to streamline workflows, reduce manual effort and improve service delivery. • Support redesign of operational processes during application revamps and migrations. • Collaborate with stakeholders to validate proposed process improvements before implementation. AI-Enabled Experience Design • Work with AI engineers to identify opportunities for AI-assisted user experiences. • Design conversational, search-based and AI-assisted workflows. • Contribute to the development of intelligent search, knowledge discovery and productivity tools. • Ensure AI-enabled experiences remain intuitive, transparent and user-centric. User Validation & Delivery Support • Plan and facilitate concept testing, usability testing and user acceptance activities. • Gather and synthesise user feedback throughout the delivery lifecycle. • Work closely with software engineers to ensure designs are implemented effectively. • Participate in Agile ceremonies, sprint planning and release reviews. • Support change management and adoption activities where required. Required Qualifications Service Design & User Experience • Experience in service design, user experience design, human-centred design or product design. • Strong understanding of user research and design thinking methodologies. • Experience facilitating workshops, stakeholder interviews and co-design sessions. • Ability to develop: • Journey maps • Service blueprints • Personas • Process maps • Wireframes and prototypes Business Process Design • Strong analytical and problem-solving skills. • Experience documenting and redesigning business processes. • Ability to translate user and operational requirements into actionable product requirements. Digital Product Delivery • Experience working in Agile product teams. • Ability to collaborate effectively with product managers, developers and business stakeholders. • Strong written and verbal communication skills. Preferred Qualifications • Experience designing enterprise, government or operational systems. • Experience working on workflow, case management or operational platforms. • Familiarity with facilities management, smart estate or built environment domains. • Experience using tools such as Figma, Miro, FigJam, Lucidchart or equivalent. • Familiarity with AI-enabled user experiences, enterprise search or conversational interfaces. • Experience supporting digital transformation, application modernisation or platform migration initiatives.