• 1-year contract, renewable
• Hybrid work arrangement
• Government project

General Requirements

• 4 years of experience in driving user-centric insights and improve citizen service journey experiences within a government environment.
• Able to communicate well, with strong conviction in the Government’s mission and good user management skills
• Experienced in running major projects with strong management skills
• Able to think of the big picture while being able to deep-dive into details when required
• Comfortable being hands-on and going onsite (e.g. project sites) if required

Responsibilities

User and Citizen Insights

• Conduct in-depth qualitative and quantitative research to uncover Citizen/Business/Public Officer needs, behaviours, motivations, and pain points
• Be adept in generative and evaluative research to understand problem spaces and identify the right problem to tackle
• Develop and execute comprehensive research plans, including user interviews, surveys, usability testing, and A/B testing

Data Analysis and Communication

• Analyse qualitative and quantitative research data to identify trends, patterns, and actionable insights
• Create compelling research reports and presentations to share findings with cross-functional teams and stakeholders

User-Centric Ideation and Problem-Solving

• Facilitate workshops and ideation sessions prioritising user needs
• Apply design thinking principles to creatively solve problems and envision innovative solutions

Customer Journey Mapping and Experience Design

• Create customer journey maps and other artefacts to communicate research findings
• Collaborate with cross-functional teams to develop a vision, strategy, and plan to address key pain points in the customer journey
• Apply research insights to design seamless and engaging customer experiences
• Collaborate with designers and developers to ensure usability and accessibility of service concepts and products

Performance Measurement and Improvement

• Define and track key performance indicators or relevant metrics to evaluate product and service effectiveness and identify areas for improvement

Methodological Expertise

• Keep abreast of the latest research methodologies, tools, and industry trends in UX research and service design
• Ensure methodological rigour in all research and service design activities

GIS / Spatial Skillsets

• Conduct user research with government data users to understand GIS workflows, needs, and pain points related to maps, dashboards, and data discovery
• Design intuitive map interactions, dashboards, and data discovery experiences; create service blueprints and user journeys that improve usability and adoption
• Collaborate with product, GIS, and engineering teams to prototype, test, and iterate interfaces, ensuring accessibility, inclusivity, and consistent data storytelling