UX Researcher & 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.

• 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.