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UX Servicedesk XMO at Envision Employment Solutions
New Cairo City, Cairo, Egypt -
Full Time

Start Date

Immediate

Expiry Date

19 Sep, 26

Salary

0.0

Posted On

21 Jun, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

No

Skills

UX Research, Employee Experience, Service Design, User Journey Analysis, Qualitative Research, Quantitative Research, Persona Creation, Stakeholder Collaboration, Root Cause Analysis, Storytelling, Analytical Skills, IT Support Environments

Industry

Human Resources

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 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
Responsibilities
The role focuses on understanding end-user experiences across Service Desk and digital support channels to identify pain points. It involves translating qualitative and quantitative research into actionable initiatives for experience improvement.