UX Service Desk

Description

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

Requirements

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