UX Research and Service Design Lead

at  Open Universities Australia

Company Description
Our mission is to remove barriers, enhancing access to quality education for all Australians – irrespective of age, location, life circumstance or previous experience.
As a not-for-profit organisation, we’ve got our students’ best interests at heart. We have guided more than 500,000 students to explore, choose, and enrol in one of the 1,000 and growing courses listed on the OUA marketplace from 27 leading Australian universities.
We embrace the principles of aligned autonomy and agility to guide our operations. Our culture is built on values that prioritise Acting for Customers, Continuously Improve, and Caring for Each Other.
Job Description
Are you passionate about shaping exceptional user experiences and driving strategic impact? OUA is looking for an experienced UX Research and Service Design Lead to join our dynamic team. This is your chance to play a pivotal role in understanding our customers, identifying opportunities, and bringing our experience strategy to life.
As a UX Research and Service Design Lead, you’ll understanding our customers uncovering unmet needs and validating opportunities that will inform and execute our strategy.
You’ll be the driving force behind creating best-in-class experiences. If you’re curious and passionate about making a difference, this role is for you.

• Lead UX Research: Identify and prioritise research opportunities, synthesise findings into actionable insights, create UX research roadmap, conduct competitor analysis, and run workshops with internal stakeholders.
• Lead Service Design: Analyse and improve customer and employee experiences, map out end-to-end service delivery processes, integrate findings from UX research, and generate recommendations for improvement areas.
• Advocate for a customer-focused approach within OUA.
• Manage and mentor a team of designers, fostering growth and best practice in design.