Full-Time Experience Designer - User Research

We’re on a journey to create world-class digital experiences that put people first. As part of a newly formed Chapter (Experience & Business Adoption), you’ll be at the heart of designing products, services, and processes that make a real difference for our organisation and customers.

Your research will be the spark that helps us move from operating in the dark to making decisions with confidence and clarity. You’ll be the one who brings together data, people, and ideas - helping us see not just where we are, but where we could go next.

What you’ll be doing

Your days will be filled with curiosity and connection. You’ll dive into research, using established methods to uncover deep insights into user behaviours, needs, and pain points across digital and non-digital touchpoints.

You’ll plan and facilitate workshops, interviews, and contextual inquiries with everyone from business SMEs to engineers and Contact Centre teams. Synthesising and analysing data, you’ll help shape experience recommendations and create design artefacts like journey maps, personas, and service blueprints.

You’ll work closely with Product Owners, Business Analysts, Designers, and Business Adoption Specialists, sharing user insights and helping guide product direction. You’ll design and iterate on concepts, process flows, mock-ups, and wireframes, always keeping the user’s needs and business goals in mind.

And you’ll document user needs as requirements and user stories to support delivery teams, ensuring every experience aligns with Contact’s brand story and voice.

What makes this opportunity exciting

This isn’t just another research role. You’ll be pivotal in enabling innovation - helping us move from project-by-project thinking to a proactive, insight-driven approach.

You’ll look beyond Contact, exploring broader market trends and how we stack up against competitors and industry-adjacent organisations. You’ll be part of a team that’s just been through a big change, now fully Agile and ready for cross-functional collaboration. Here, you’ll have true opportunity to shine.

What you’ll bring

• Research experience - comfortable with both qualitative and quantitative methods
• Ability to communicate research in a compelling, storytelling way
• Curiosity, empathy, and strong attention to detail
• Ability to work independently and collaboratively
• Relationship-building and clear communication skills
• Experience working in cross-functional teams, even if not in a fully Agile set up
• Familiarity with workplace collaboration tools (e.g Miro, Jira, Confluence, MS Teams)
• Familiarity with design tools (e.g Figma, Miro, Adobe Design Suite)
• Exposure to journey mapping, service blueprints, and documenting user flows

What is the last date for applying to the job?

Which countries are accepted for this remote job?