Key skills
AnalyticsCommunicationCollaboration
About this role
Role Overview
- Conduct UX and employee experience research related to Service Desk and support channels
- Analyze user journeys, touchpoints, and interactions across Service Desk processes
- Perform qualitative and quantitative research (interviews, surveys, focus groups, usability tests)
- Create and maintain personas to represent different Service Desk user groups
- Collaborate with Data Analysts, DEM Tool SMEs, and Experience Managers to triangulate insights
- Translate research findings into actionable recommendations for Service Desk improvement
- Support root cause analysis for experience related issues identified through XMO analytics
- Document findings and update insights in the Experience Management Tracker
Requirements
- Experience in UX Research, Employee Experience, or Service Design roles
- Strong understanding of Service Desk or IT support environments
- Ability to apply UX research methods in operational service contexts
- Strong analytical, synthesis, and storytelling skills
- Very good communication and stakeholder collaboration skills user