Must Have Technical/Functional Skill
The Senior UX Analyst leads user journey analysis experience diagnostics and usability evaluations across prioritized portfolios. This role translates research and analytics into prioritized improvements that enhance productivity adoption and service quality.
5 8 years of UX research service design or experience analysis
Strong skills in journey mapping user research and usability testing
Ability to translate findings into business-impact recommendations
Experience working in IT delivery or enterprise environments
Experience working with ITSM tools and service analytics
Familiarity with XLA NPS CSAT and productivity metrics
Roles & Responsibilities
Insights & Measurement
Conduct qualitative and quantitative research (VoC VoE interviews analytics)
Analyze sentiment adoption trends and pain points
Translate insights into prioritized improvement recommendations
Journey & Experience Analysis
Develop personas journey maps and service blueprints
Perform heuristic evaluations and usability assessments
Identify opportunities for simplification automation and friction reduction
Portfolio Support
Partner with CX Strategists and Operations to align initiatives to prioritized journeys
Support experience pilots and measure impact against KPIs
Track adoption productivity and satisfaction improvements
Enablement
Provide journey and UX toolkits to IT delivery teams
Support design sprint facilitation and solution validation
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