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Contract User Researcher, Service Designer
AND Digital. Join a focused three-person squad alongside a Tech Lead and Product Analyst .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in service design and UX design, with a strong ability to synthesize qualitative and quantitative insights into actionable service blueprints and use cases. Proven experience in facilitating workshops and collaborating with cross-functional teams to drive customer-centric initiatives in complex enterprise environments.
Highest-signal resume keywords
User Research PlanningService DesignUX DesignWorkshop FacilitationStakeholder Collaboration
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Qualitative Insight SynthesisQuantitative Insight SynthesisService Blueprint DevelopmentUser Flow DesignUse Case Development
Soft Skills
Confident Presentation SkillsCollaborative MindsetNavigating Differing Viewpoints
Tools & Technologies
Salesforce PlatformsIntegration MiddlewareDealer CRMs
Industry Keywords
B2B OperationsFranchise OperationsAutomotive RetailDealership NetworksDistributed Sales Models
About the role
Key responsibilities & impact- Join a focused three-person squad alongside a Tech Lead and Product Analyst
- Refine, validate, and size discovery epics to support executive leadership funding and delivery decisions
- Drive completion of a detailed, end-to-end service blueprint
- Conduct interviews with retailer network staff and observe lead handling across contact centres and sales teams
- Use UK retail sites as an operational proxy for North American counterparts
- Map desired customer experiences against corporate operations, middleware, and retailer management systems
- Synthesise qualitative and quantitative findings into actionable operational inputs for technical and commercial scoping
- Translate discovery findings into structured use cases and problem statements
- Plan and facilitate workshops with service design peers, commercial teams, and retail network stakeholders
- Partner with the Product Analyst on evidence-backed business cases
- Collaborate with the Tech Lead to align proposed experiences with Salesforce platforms, integration middleware, and local dealer CRMs
- Provide leadership with an evidence-based view of customer, operational, and system considerations for recommended initiatives
Requirements
What you’ll need- Proven track record planning and conducting user research, observational field studies, and qualitative/quantitative insight synthesis
- Strong background in service design and UX design within complex, multi-stakeholder enterprise ecosystems
- Experience designing multi-layered services where consumer-facing digital touchpoints intersect with B2B or franchise operations, such as automotive retail, dealership networks, or distributed sales models
- Proven ability to synthesise complex, ambiguous inputs into clear, scannable service blueprints, user flows, and actionable use cases
- Confident workshop facilitator skilled at navigating differing viewpoints across central corporate teams, local markets, and technical teams
- Collaborative mindset with experience working in tight-knit discovery pods alongside product analysts and technical architects
- Compelling presentation skills enabling senior enterprise stakeholders to understand trade-offs, visualise opportunities, and make confident delivery decisions
Benefits
Comp & perks- Flexible working arrangements, subject to the requirements of the role
- Reasonable adjustments and accommodations where needed