Experience Designer - User Research

As part of a newly formed Chapter (Experience & Business Adoption), you’ll be at the heart of designing products, services, and processes that make a real difference for Contact and its customers. Your research will be the spark that helps Contact move from operating in the dark to making decisions with confidence and clarity. You’ll be the one who brings together data, people, and ideas - helping see not just where we are, but where we could go next. You’ll dive into research, using established methods to uncover deep insights into user behaviors, needs, and pain points across digital and non-digital touchpoints. You’ll plan and facilitate workshops, interviews, and contextual inquiries with everyone from business SMEs to engineers and Contact Centre teams. Synthesising and analysing data, you’ll help shape experience recommendations and create design artefacts like journey maps, personas, and service blueprints. You’ll work closely with Product Owners, Business Analysts, Designers, and Business Adoption Specialists, sharing user insights and helping guide product direction, document user needs as requirements and user stories to support delivery teams, ensuring every experience aligns with Contact’s brand story and voice. You’ll look beyond Contact, exploring broader market trends and how we stack up against competitors and industry-adjacent organisations. You’ll be part of a team that’s just been through a big change, now fully Agile and ready for cross-functional collaboration.