Key Responsibilities

User Research & Insights

• Plan and carry out in-depth qualitative research, including stakeholder interviews, observational studies, and ethnographic research.

• Translate user feedback and observational data into actionable insights and themed recommendations to support process re-engineering.

• Define the user architecture for a new product that is being developed through the transformation of several existing products.

• Create detailed user journeys and service blueprints to highlight current-state experiences and identify future-state opportunities.

Workshop Facilitation & Stakeholder Engagement

• Plan and facilitate engaging service design workshops with a range of stakeholder groups.

• Lead a comprehensive stakeholder engagement approach across multiple business units and organisational levels.

• Foster collaborative environments that promote open discussion and co-creat...