UX Researcher & 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.