UX Researcher & Service Designer

Responsibilities

• Conduct competitive and market benchmarking to identify positioning and opportunity gaps
• Lead qualitative and quantitative research to uncover user needs and validate assumptions
• Interview stakeholders to capture business objectives, workflows and constraints
• Map end-to-end user journeys; identify bottlenecks, friction and failure moments
• Create service blueprints showing frontstage, backstage, processes and systems
• Define information architecture and experience flows for the service
• Produce UX wireframes for primary touchpoints across platforms
• Translate research insights into clear recommendations and strategic direction
• Collaborate with UI designers, product owners, content teams and development leads
• Present findings and rationale to internal teams and stakeholders
• Ensure experiences scale across markets, languages and user segments

Requirements

• 4+ years
• UX research
• Service design
• Journey mapping
• Service blueprinting
• Information architecture
• Portfolio required
• Strong communication
• Accessibility knowledge

Preferred Qualifications

• Experience with cross-market scaling
• Familiarity with usability testing tools
• Experience leading discovery independently

Benefits

• Not specified

About the Company

We’re a team of strategists, designers, creatives, project managers and user experience specialists focused on creating outstanding digital experiences. Brainlake values continuous learning and close collaboration to deliver practical, human-centred products and services. If you share this outlook, we’re interested in hearing from you.