UX Researcher and Service Designer

Join to apply for the
UX Researcher and Service Designer
role at
Capgemini .
About Capgemini
Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem. The Group reported 2024 global revenues of €22.1 billion.
Responsibilities
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.
Experience & Skill Needed
Experience working as a user researcher and/or service designer
Advanced degree, training, or certification in service design, UX design, HCI, or related design fields
Comfortable working with Product, Tech, Data, and Business partners to deliver services and experiences
Strong knowledge in product design processes and emerging technologies
Demonstrates systems thinking, teamwork, leadership, planning and successfully implemented projects in a dynamic and agile environment.
Familiarity with design and prototyping tools, such as: Figma, and/or Adobe Creative Suite
Self-directed, organised, efficient; a deep and insightful thinker who likes the challenge of a complex problem, and is an effective communicator, presenter, and negotiator.
Direct experience in both traditional and modern approaches to recruitment, diverse research methods, and reporting.
Knowledge of user research principles, methodologies, and deliverables
Strong ability to identify key research objectives in partnership with product, design, brand, and engineering teams to address research needs for various brands and projects throughout the product life cycle.
Strong knowledge of various research methods and the experience to select the right research to do at the right time and synthesise insights into coherent, digestible deliverables that visually reflect those results, including service design blueprints, journey maps, and process flows.
Let\'s talk about what\'s in it for you
Passionate people are Capgemini\'s Ace of Spades - join us to discover a career that will challenge, support and inspire you. You will work alongside smart and inspiring people on exciting projects and enjoy incredible benefits, with flexible work practices and 40 hours of self-development every year from a wide range of learning opportunities.
Diversity and Inclusion
- Capgemini believes diversity of thought fuels excellence and innovation and encourages applications from qualified candidates regardless of gender identity, ethnicity, sexual orientation, religion, ability, intersex status or age. Our Employee Resource Groups and OutFront support diversity initiatives.
Digital inclusion
- Capgemini drives social impact initiatives and offers opportunities to give back through charity projects and volunteer days.
Environmental Sustainability
- Capgemini is committed to the Net-Zero economy and reducing our own carbon emissions. Recognised by Ethisphere as one of the World\'s Most Ethical Companies for the last 8 years. Our values are Honesty, Boldness, Trust, Team Spirit, Freedom, Fun and Modesty.
Come join us, bring your whole self to work, create new possibilities for you, your customers and your community and help us to be Architects of Positive Futures.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Information Technology
Industries
IT Services and IT Consulting
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