UX Designer

As a cornerstone of our experience strategy team, you will bridge the gap between citizen needs and product evolution. You will conduct rigorous research and data analysis to decode the "why" behind user behaviour, transforming those insights into a seamless service journey. Your work will directly shape our product roadmap, ensuring that every design decision is grounded in evidence and every service is inclusive, accessible, and intuitive for citizens and public officers alike.

Responsibilities

• Lead end-to-end qualitative and quantitative research to deeply understand the motivations and barriers of citizens, businesses, and internal stakeholders.

• Master both generative (discovery) and evaluative (testing) methods to ensure we are solving the right problems before we build the solutions.

• Architect and launch comprehensive research plans—from ethnographic interviews and large-scale surveys to usability audits and A/B testing.

• Translate complex data sets and raw observations into clear, actionable trends and narratives.

• Visualise the end-to-end service ecosystem through high-fidelity journey maps, service blueprints, and process flows.

• Partner with Product, Tech, and Data teams to define a unified vision that eliminates friction points across the citizen lifecycle.

• Ensure all service concepts prioritise universal usability and strict accessibility standards.

• Facilitate high-energy workshops and co-creation sessions that champion user-centricity.

• Apply advanced design thinking frameworks to turn abstract problems into innovative, tangible product features.

Experience:

• Proven track record as a User Researcher or Service Designer, supported by an advanced degree or certification in HCI, Service Design, UX, or a related field.

• High proficiency in Figma and Adobe Creative Suite; expert-level knowledge of diverse recruitment strategies and modern research tools.

• A systems-thinker who thrives on complexity. You don't just find bugs; you understand the policy and technical infrastructure behind them.