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.