UX Researcher & Service Designer

About The Role

We’re looking for a UX Researcher and Service Designer to lead the strategic discovery and experience design for a new product or service initiative. This role requires someone who can go beyond screens and understand how a service truly works. You’ll investigate user behavior, internal processes, operational constraints, and business goals, then translate all of that into a clear, functional experience framework.

You’ll define the journeys, the service logic, and the structural backbone that designers and developers will build on. Your work is the foundation that decides how the product or service will operate, scale, and deliver value.

What You'll Do

• Conduct competitive and market benchmarking to understand positioning and identify opportunity gaps
• Lead qualitative and quantitative research to uncover real user needs and validate assumptions
• Interview stakeholders to understand business objectives, operational workflows, and constraints
• Map end-to-end user journeys and identify experience bottlenecks, friction points, and failure moments
• Create service blueprints that show the full picture across frontstage, backstage, processes, and systems
• Define the information architecture and experience flows required for the service to function smoothly
• Produce UX wireframes for the primary touchpoints needed across platforms
• Translate research insights into clear recommendations and strategic direction
• Collaborate with UI designers, product owners, content teams, and development leads to ensure alignment
• Present findings, decisions, and rationale to internal teams and stakeholders in a structured and convincing way
• Ensure the experience can scale across different markets, languages, and user segments

• 4+ years of experience in UX research and service design
• Proven ability to take ambiguous problems and shape them into structured, actionable frameworks
• Strong experience with journey mapping, service blueprinting, experience flows, and IA
• Ability to analyze complex services and deliver clarity, logic, and structured direction
• A portfolio that demonstrates deep research thinking, synthesis, and service-level design decisions
• Strong communication skills and the ability to explain your reasoning without fluff
• Comfortable owning the discovery and UX foundation independently with clear deadlines
• Familiarity with usability, accessibility, and human-centered design principles