Experience Designer - User Research

Kōrero mō te tūranga | About the role We’re on a journey to create world-class digital experiences that put people first. 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 our organisation and customers. Your research will be the spark that helps us 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 us see not just where we are, but where we could go next.What you’ll be doingYour days will be filled with curiosity and connection. You’ll dive into research, using established methods to uncover deep insights into user behaviours, 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. You’ll design and iterate on concepts, process flows, mock-ups, and wireframes, always keeping the user’s needs and business goals in mind. And you’ll document user needs as requirements and user stories to support delivery teams, ensuring every experience aligns with Contact’s brand story and voice.What makes this opportunity excitingThis isn’t just another research role. You’ll be pivotal in enabling innovation - helping us move from project-by-project thinking to a proactive, insight-driven approach. 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. Here, you’ll have true opportunity to shine.Who you’ll be working withYou’ll report to our Chapter Lead – Experience & Business Adoption, an awesome wahine whose leadership style is all about support, advocacy, and helping you do your best work. She’s big on resilience and creating a sustainable environment for the team, even through tough times. The Chapter is newly formed, with a strong focus on knowledge-sharing, collaboration, and nurturing human experiences. If you’re open-minded, keen to try new things, and love sharing and learning, you’ll fit right in.