About this role
Envision Employment Solutions is currently looking for UX Servicedesk XMO for one of our partners, a leader in the Consulting & Technology Services!
Objective:
The UX SD (Service Desk) role within the Experience Management Office (XMO) is responsible for understanding end user experience across Service Desk and digital support channels. The role focuses on identifying pain points, analyzing user behavior, and translating qualitative and quantitative insights into experience improvement initiatives.
Responsibilities:
Conduct UX and employee experience research related to Service Desk and support channelsAnalyze user journeys, touchpoints, and interactions across Service Desk processesPerform qualitative and quantitative research (interviews, surveys, focus groups, usability tests)Create and maintain personas to represent different Service Desk user groupsCollaborate with Data Analysts, DEM Tool SMEs, and Experience Managers to triangulate insightsTranslate research findings into actionable recommendations for Service Desk improvementSupport root cause analysis for experience related issues identified through XMO analyticsDocument findings and update insights in the Experience Management TrackerRequirements
4 - 6 years of experience in UX Research, Employee Experience, or Service Design rolesStrong understanding of Service Desk or IT support environmentsAbility to apply UX research methods in operational service contextsStrong analytical, synthesis, and storytelling skillsVery good communication and stakeholder collaboration skills user