Service Design & User Research Specialist

A government organisation is seeking a Service Design & User Research Specialist to drive structured user engagement and uncover critical operational insights. You will lead qualitative research initiatives and service design workshops to identify pain points, behavioural patterns, and unmet needs across a complex internal and external stakeholder ecosystem.

This role sits at the intersection of research, strategy, and transformation — playing a key part in shaping the user architecture of a new product emerging from the consolidation of several existing platforms.

Key Responsibilities

User Research & Insights

• Design and conduct comprehensive qualitative research including stakeholder interviews, observational studies, and ethnographic research
• Transform user input and observational data into actionable insights and thematic recommendations for process re-engineering
• Frame user architecture for a...