M01 - UX Researcher and Service Designer

Role Overview

We are seeking an experienced Service Designer to shape the digital experience of a next-generation Facilities Management (FM) platform.

You will work closely with product managers, engineers, AI specialists, business stakeholders, and end users to understand operational needs, identify pain points, and design intuitive and effective service experiences.

The role combines service design, user research, experience design, business process improvement, and product discovery. You will support the redesign and migration of existing FM applications into a unified digital platform while helping shape future AI-enabled user experiences.

Key Responsibilities

Service Discovery & User Research

• Plan and facilitate stakeholder workshops, interviews, co-design sessions, and user research activities.
• Conduct interviews, observations, and contextual research to understand user needs and operational processes.
• Analyse existing workflows, pain points, workarounds, and service gaps.
• Translate research findings into actionable insights and design recommendations.
• Develop personas, journey maps, service blueprints, and other service design artefacts.

Service & Experience Design

• Design end-to-end user journeys across multiple applications, services, and business processes.
• Develop future-state workflows, service concepts, and operating models.
• Create wireframes, prototypes, and experience concepts to validate solutions with users.
• Ensure a consistent and intuitive experience across digital touchpoints.
• Design solutions that simplify operational processes and improve user productivity.

Product & Requirements Definition

• Work closely with product managers to identify user needs, opportunities, and priorities.
• Translate business and operational requirements into user stories and functional requirements.
• Support product backlog development and feature prioritisation.
• Contribute to the definition of MVPs, release scopes, and user validation plans.
• Ensure proposed solutions are aligned with user needs, business objectives, and operational requirements.

Business Process Improvement

• Map and analyse current-state and future-state business processes.
• Identify opportunities to streamline workflows, reduce manual activities, and improve service delivery.
• Support business process redesign during application modernisation and migration initiatives.
• Work with stakeholders to validate proposed processes and service improvements before implementation.

AI-Enabled Experience Design

• Collaborate with AI and engineering teams to identify opportunities for AI-assisted experiences.
• Design conversational, search-based, and AI-assisted user journeys.
• Contribute to intelligent search, knowledge discovery, automation, and productivity solutions.
• Ensure AI-enabled experiences are intuitive, transparent, practical, and user-centric.

User Validation & Delivery

• Plan and facilitate concept testing, usability testing, and user validation activities.
• Gather, analyse, and incorporate user feedback throughout the product delivery lifecycle.
• Collaborate with engineering teams to ensure designs are implemented effectively.
• Participate in Agile ceremonies, sprint planning, backlog refinement, and release reviews.
• Support user adoption and change management activities where required.

Requirements

• Experience in service design, UX design, human-centred design, product design, or a related discipline.
• Strong understanding of user research, service design, and design thinking methodologies.
• Experience conducting stakeholder interviews, user research, workshops, and co-design sessions.
• Hands-on experience developing journey maps, service blueprints, personas, process maps, wireframes, and prototypes.
• Strong business process analysis and process redesign capabilities.
• Ability to translate user, business, and operational needs into clear product and functional requirements.
• Experience working with product managers, engineers, and business stakeholders in Agile delivery environments.
• Strong analytical, problem-solving, facilitation, and stakeholder management skills.
• Strong written and verbal communication skills.
• Experience using tools such as Figma, Miro, FigJam, Lucidchart, or equivalent.
• Experience designing enterprise, government, workflow, case management, or operational systems would be advantageous.
• Experience with Facilities Management, smart estates, property technology, or the built environment would be advantageous.
• Familiarity with AI-enabled experiences, enterprise search, conversational interfaces, or intelligent automation would be advantageous.
• Experience supporting digital transformation, application modernisation, or platform migration programmes would be advantageous.