Generate deep, evidence-based insights into user needs, behaviours, motivations, and pain points across all digital and physical service experiences
Job Summary
Generate deep, evidence-based insights into user needs, behaviours, motivations, and pain points across all digital and physical service experiences.
Plan, conduct, and analyse qualitative and quantitative research to understand end-user needs and experiences, building personas and journey maps.
Establish and maintain structured feedback loops across GBS, integrating feedback with service metrics and analytics to identify friction points and recommend improvements.
Matching Summary
Generate deep, evidence-based insights into user needs, behaviours, motivations, and pain points across all digital and physical service experiences.
Skills & Requirements
Must-have
Qualitative and quantitative research methods
ServiceNow platforms
User needs and behaviors analysis
Usability studies
Feedback loops implementation
Nice-to-have
Digital workplace context
AI and automation user experience
Data storytelling
Agile environments collaboration
Key Requirements
3+ years in UX research or related field
Experience with enterprise platforms (ServiceNow, Workday, Salesforce, SAP)
Bachelor's or Master's degree in relevant field
Familiarity with digital workplace and shared services