Associate Design Researcher

Key Responsibilities:

• Plan and execute end-to-end journey mapping studies aligned with CX priorities and business objectives

• Translate business challenges into clear research scope, approach, timelines, and deliverables

• Select and apply appropriate human-centered research methodologies

• Manage end-to-end logistics of the journey mapping study, coordinating all phases, activities, and stakeholder touchpoints in between

• Synthesize research findings into personas, empathy maps, current-state and future-state journey maps

• Identify pain points, unmet needs, moments of truth, and opportunity areas across journeys

• Convert insights into actionable recommendations for experience improvement and transformation initiatives

• Apply design thinking frameworks across discovery, ideation, prototyping, and validation phases

• Facilitate cross-functional workshops and co-creation sessions to translate insights into solutions

• Manage journey mapping and research projects end-to-end, including project plans, milestones, and progress tracking, to ensure on-time and high-quality delivery of all outputs

• Proactively manage stakeholder alignment, risks, dependencies, and review cadences while collaborating closely with CX, Product, Retail, Digital, Marketing, Service, and IT teams to embed insights into initiatives

Qualifications & Skills

• Bachelor’s or master’s degree in Communication & design, Psychology, Business, or a related field

• 2+ years of experience in design thinking, customer experience, or design research

• Experience in qualitative research, insight synthesis, persona creation, and customer journey mapping