UX Researcher and Service Designer 0807-1

Key Responsibilities

• Lead user research and usability testing for internal and enterprise products, including interviews, contextual inquiry, surveys, prototype testing and adoption feedback loops.
• Design self-service platform experiences for product teams, developers, business users and operational stakeholders, reducing friction across access, onboarding, provisioning, deployment and support workflows.
• Map end-to-end user journeys across complex operational workflows, identifying pain points, handoffs, dependencies, governance controls and opportunities for simplification.
• Apply service design methods to define service blueprints, backstage processes, touchpoints, roles and ownership across platform and product delivery journeys.
• Design developer workflows and platform interaction patterns covering golden paths, environment provisioning, deployment requests, access management, documentation discovery and operational support.
• Create wireframes, prototypes, interaction flows, information architecture and design specifications that can be iterated with users and implemented by engineering teams.
• Design role-based dashboards and views that present the right information to different stakeholder groups, including developers, product owners, operations teams, security, finance and leadership.
• Develop clear data visualization patterns for platform metrics such as adoption, delivery progress, service health, cost, incidents, compliance posture and user feedback.
• Collaborate closely with product owners, engineers, architects, security, finance, operations and business stakeholders to ensure UX decisions are practical, evidence-based and aligned to platform outcomes.
• Document design principles, reusable UX patterns, user journeys, design decisions and research insights to improve consistency, maintainability and knowledge retention.

Required Skills and Experience

• 5+ years of hands-on UX, product design, service design or experience design work, preferably for internal platforms, enterprise systems, developer tools or operational products.
• Strong user research and usability testing experience, with the ability to plan research, synthesize insights and translate findings into actionable product and platform improvements.
• Experience designing self-service platforms, internal portals, workflow tools or enterprise products that support multiple user groups and operational use cases.
• Experience designing developer workflows, technical user journeys, onboarding flows, documentation experiences, request workflows or platform services used by engineering teams.
• Strong service design capability, including service blueprinting, stakeholder mapping, journey mapping, process mapping and touchpoint design across complex workflows.
• Ability to design role-based dashboards, information views and reporting experiences tailored to different stakeholder groups and decision-making needs.
• Strong data visualization skills, with the ability to simplify complex operational, technical, cost, risk or performance data into clear, usable and actionable views.
• Proficiency in modern design and prototyping tools such as Figma, Miro, FigJam or equivalent tools, including the use of AI-enabled design features to accelerate ideation, prototyping and design iteration.
• Good AI literacy, with the ability to understand AI-assisted workflows, assess appropriate use of AI tools and apply them responsibly in research, ideation, prototyping and product design activities.
• Ability to work with product owners and engineering teams to translate user journeys into backlog items, design specifications, acceptance criteria and implementation-ready flows.
• Strong communication and facilitation skills, with the ability to run workshops, present design rationale, align stakeholders and explain user insights to both technical and non-technical audiences.
• Comfortable working in an agile, product-oriented environment where designs are tested, iterated and improved based on evidence, adoption feedback and measurable outcomes.

Preferred Skills

• Experience designing for cloud, platform engineering, DevSecOps, AI, data platforms, automation platforms or technical operations environments.
• Familiarity with enterprise technology delivery, governance workflows, access control processes, change management, audit requirements or operational support models.
• Experience creating design systems, reusable UX patterns or component libraries for internal products.
• Experience designing dashboards using tools such as Power BI, Azure dashboards, Grafana or similar visualization platforms.
• Familiarity with public sector, regulated enterprise or government technology environments.
• Exposure to tools such as Jira, Confluence, Azure DevOps, GitHub, ShipHATS, Figma, Miro or other modern product, design, AI-assisted and engineering collaboration tools.