UX Researcher

As a reference member, we are looking for 2 UX Researchers for 2 different departments:

Lighthouse

is a monitoring solution designed to bring peace of mind to our business and IT partners by raising alerts at the right time to enable effective incident management. Our mission is to ensure that critical issues are flagged promptly, allowing for swift and efficient resolution. 

The Senior UX Researcher working at Lighthouse will need to engage with customers using the product, focusing on in-depth customer research to understand their needs and integrate these insights into our solution. This role requires advanced research and interaction skills with a technical audience, particularly in the realm of system monitoring and alerting. 

Collaboration within the team is paramount, as it is taking an active role in shaping and evolving the Lighthouse product. The Senior UX Researcher will translate the complex needs of our users into quantitative and qualitative data points, designing optimal user journeys that enhance the overall experience. Design initiatives will follow comprehensive research, ensuring that user-centric improvements continuously drive the development of Lighthouse. 

Digital Workplace

The Users Support product provides seamless support experiences for all Client group staff members and partners. The team's primary mission is to deliver robust, user-friendly tools which empower other products and teams within the company to deliver great support services.   

Currently, the main tool in the product scope is the service portal, where Client Group staff members can submit their requests, and support agents handle and resolve the tickets. As we aim to continuously enhance our support tools and possibly expand our scope, we are seeking a UX researcher to join the team. 

The UX Researcher will play a critical role in refining and enhancing the user experience of the service portal, and any additional tools that may be integrated into the product scope in the future. The responsibilities include: 

• User Experience Research: Conducting usability tests, interviews, and other research methodologies to gather insights from both end users and support agents. 
• Design Improvements: Making actionable suggestions to optimize the user experience based on research findings, ensuring the service portal and other tools are intuitive and effective. 
• Collaboration: Working closely with the Users Support product team and the different stakeholders to implement design improvements that align with user needs and business goals. 
• Continuous Evaluation: Regularly assessing the user experience to identify areas for improvement, ensuring our support tools consistently meet high standards of usability and satisfaction. 

Mission tasks for both services : (non-exhaustive) 

• Lead UX research activities and document it in our Research repository 
• Prepare and animate workshops on functional framing, ideation and co-design with key stakeholders (business, IT, end-users, or even on an ad hoc basis for user tests and focus groups 
• Collect insights into user needs, pain points, along with feedback throughout the project by implementing appropriate research methods (on-site observations, interviews, user tests, surveys, literature, etc.) 
• Create personas and experience maps through user research and data 
• Define the right interaction model and evaluate its success via measurable criteria 
• Identify business processes and use cases, define and formalize user journeys or make recommendations for improvement to existing journeys 
• Create storyboards, user flows, process flows and site maps to effectively communicate interaction and design ideas 
• Present ideas, concepts and design solutions to various stakeholders 
• Communicate design ideas and prototypes to UI Designers and Developers 
• Contribute to team efforts by actively participating in broader UX Chapter activities such as feedback sharing sessions and knowledge sharing   

Requirements:

The ideal profile has to meet the following requirements:

• 7 years expertise in design thinking in context of agile projects 
• 7 years expertise of qualitative and quantitative research methods 
• 3 years' experience with interaction design and information architecture 
• Ability to create lo-fidelity wireframes in Figma and user flows 
• Attention to details and works delivered in high standard 
• Proficient in design software (Figma) as well as presentation software (PowerPoint, Miro) 
• Ability to use a design system in Figma is a plus 
• Ability to use the research tool Condens is a big plus 
• Proven experience in conducting research activities with developers and designing tools for developers (such as databases, cloud services, etc.) is a big plus. 

Necessary competencies (must-have) – Hard skills

• Formal qualification (master's degree, certification) in UX is required 
• Analytical and synthesis skills promoting simple solutions 
• Strong verbal communication and presentation skills and natural empathy for the user 
• Able to write processes, documentation and presentations 
• Able to demonstrate Information Technologies is your passion 

Soft skills: 

• Pragmatic over dogmatic, doer over thinker 
• Positive attitude and constructive 
• Versatile and flexible 
• Autonomous and resilient 
• Can work with networked teams in an IT managed services environment 
• Analytical and synthesis skills promoting simple solutions 
• Strong verbal communication and presentation skills and natural empathy for the user 
• Able to write processes, documentation and presentations 
• Able to demonstrate Information Technologies is your passion 
• Language skill: fluent English is mandatory (to interact with users and conduct interviews and tests for instance). Dutch, French or German, are a plus. 

Additional information:

• Location: Client with occasionally travels to the German’s on-site

Note: In order to streamline the process and avoid any confusion, please find the submission template below. Kindly revert to this email with the completed template and attach the corresponding profiles/CVs for the role. This will ensure a smooth and efficient handling of the information.