About the role
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 user
About the company
Envision Employment Solutions
Founded in 2013, Envision is a leading talent solutions provider in Egypt and the MENA region. We empower businesses of all sizes to achieve their goals by connecting them with top talent through a comprehensive suite of services, from recruitment and headhunting to payroll and onboarding, for all your staffing needs – temporary, permanent, or full-time. We don't just fill jobs, we build success. We've built a global network of highly skilled professionals, ready to add value to your organization's mission-critical projects. In today's dynamic business landscape, finding top IT and software talent is a critical, yet ever-growing challenge. Envision steps in to bridge that gap, connecting your organization with the skilled professionals you need to succeed. Our expertise lies in IT and Software recruitment, but we don't stop there. Our team of exceptional consultants leverages a vast network across diverse sectors, ensuring we identify the perfect match for every role, with a particular focus on filling your IT and software needs. We deliver across the board, with IT expertise at the core. High-performing, versatile teams: Our consultants bring a wealth of experience from diverse in
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