As a Service Design Researcher, you will:
Plan, design and conduct primary research studies, including writing research plans that outline study goals and methodology
Identify recruiting requirements, write screeners, and work closely with recruiters to obtain most appropriate customers possible for research studies.
Run primary research studies both formal and informal with external facing customers as well as internal subject matter experts and stakeholders where necessary.
Analyze findings from all types of research, including data, and create various types of insights that synthesize findings into meaningful themes and actionable recommendations for various audiences.
Ability to communicate or present research results and illustrate suggestions in clear, compelling, memorable and creative ways
Strong storytelling skills with the ability to make ideas understandable, make the future more concrete and the present more impactful.
Visualization (either through diagramming, storyboarding, or information design). Helping others see the end-to-end and surface-to-core service and customer experience.
Work closely with analytics, data scientist and customer success teams to collect various metrics to triangulate research data, uncover insights and inform service and design solutions
Engage in cross-functional activities and collaborate across organizational boundaries
Develop, organize and facilitate research brainstorming and work sessions (either individually or as part of a team)
As a Service Design researcher, you'll need:
Proven ability to be a contributing member of a cross-functional team, build consensus and inspire team confidence in and respect for the contributions of the Service Design team to enhance internal employee and customer experience as well as customer outcomes
Comfortable thinking end-to-end and surface-to-core. Able to see a high-level view as well as a detailed view. Understand and analyse how all aspects of the service integrate and impact each other in the context of the larger service ecosystem.
A demonstrated ability to effectively partner with and communicate to client stakeholders, product managers across the business.
Express facts, thoughts and ideas in a clear, concise, convincing and organized manner, as well as the ability to ask, as well as answer, meaningful and impactful questions.
Understand how to balance user experience, service experience, business needs, technically feasibility and time-to-market, and make trade-offs where appropriate
Foundational understanding of the best practices and fundamentals of interaction, human-centred, goal-directed and service design and research methods across multiple touch points and devices
Take inputs of all kinds - research findings, analytics, customer feedback, ideation, strategic directives - and turn this into a clear direction
Ability to work independently and take initiative to solve problems.
Familiarity with standard design patterns across devices and user interface conventions.
Creative problem solving skills, a curious mind and an enthusiastic work ethic with an intrinsic passion for making things better
A passion for creating new service design and research methods and practices
Excellent communication skills with the ability to create and deliver effective, clear and engaging presentations and proposals to top management and/or public groups.
Must have a solid understanding of basic software/product development life-cycle
Portfolio filled with a breadth of complex and systemic work that demonstrates use of immersive and behaviour-based design research methodologies and prototyping, strategic framing of insights and a passion for design-minded solutions;
Proficient experience (8+ years) with techniques in primary, secondary research, qual & quant, including formal and informal usability studies, card sorting, ethnographic research, contextual inquiry, persona development, heuristic evaluations, participatory design, etc.
Creative Recruitment is an equal opportunity employer and do not discriminate based on race, religion, gender, age, sexuality, gender identification, or physical ability.