Job Description

Responsible for conducting research, analysing data to derive insights to improve citizen service journey experience and inform overall product strategy, development and design decisions

User and Citizen Insights:

• Conduct in-depth qualitative and quantitative research to uncover Citizen/Business/Public Officer needs, behaviours, motivations, and pain points.
• Be adept in generative and evaluative research to understand problem spaces and identify the right problem to tackle.
• Develop and execute comprehensive research plans, including user interviews, surveys, usability testing, and A/B testing.

Data Analysis and Communication:

• Analyse qualitative and quantitative research data to identify trends, patterns, and actionable insights.
• Create compelling research reports and presentations to share findings with cross-functional teams and stakeholders.

User-Centric Ideation and Problem-Solving:

• Facilitate workshops and ideation sessions prioritising user needs.
• Apply design thinking principles to creatively solve problems and envision innovative solutions.

Customer Journey Mapping and Experience Design:

• Create customer journey maps and other artefacts to communicate research findings.
• Collaborate with cross-functional teams to develop a vision, strategy and plan to address key pain points and problems in the customer journey.
• Apply research insights to design seamless and engaging customer experiences.
• Collaborate with designers and developers to ensure usability and accessibility of service concepts and products.

Performance Measurement and Improvement:

• Define and track key performance indicators or relevant metrics to evaluate product and service effectiveness and identify areas for improvement.

Methodological Expertise:

• Keep abreast of the latest research methodologies, tools, and industry trends in both UX research and service design.
• Ensure methodological rigour in all research and service design activities.

Requirements

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  Bachelor's degree in Design, Psychology, Human-Computer Interaction, Business, Social Sciences, or related field
• 4–7 years of experience with demonstrated ownership of end-to-end research or service design projects

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  Strong foundation in both qualitative and quantitative research methods (e.g., interviews, surveys, usability testing, A/B testing)
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  Ability to translate complex data into clear, actionable insights and recommendations
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  Experience in defining research objectives, designing studies, and synthesising findings independently (Senior level expected to lead this)

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  Good understanding of design thinking principles and human-centred design approaches
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  Experience in customer journey mapping, service blueprinting, and experience design
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  Ability to identify problem statements and contribute to solution ideation

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  Ability to manage multiple research or design tasks in a fast-paced environment
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  Experience delivering research artefacts (personas, journey maps, reports, dashboards)
• Familiarity with research and analytics tools (e.g., survey tools, usability testing platforms, data visualisation tools)
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  Exposure to Agile or product development environments is preferred