UX Servicedesk XMO

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 channels
• Analyze user journeys, touchpoints, and interactions across Service Desk processes
• Perform qualitative and quantitative research (interviews, surveys, focus groups, usability tests)
• Create and maintain personas to represent different Service Desk user groups
• Collaborate with Data Analysts, DEM Tool SMEs, and Experience Managers to triangulate insights
• Translate research findings into actionable recommendations for Service Desk improvement
• Support root cause analysis for experience related issues identified through XMO analytics
• Document findings and update insights in the Experience Management Tracker

• 4 - 6 years of experience in UX Research, Employee Experience, or Service Design roles
• Strong understanding of Service Desk or IT support environments
• Ability to apply UX research methods in operational service contexts
• Strong analytical, synthesis, and storytelling skills
• Very good communication and stakeholder collaboration skills user