User Researcher & Service Designer - Discovery & Blueprinting

And Digital; Gaydon; On-site; GBP 60,000 - 85,000; Full time

Job summary

AND Digital is seeking a Contract User Researcher / Service Designer to join a focused squad with a Tech Lead and a Product Analyst, refining, validating, and sizing discovery epics to enable leadership to fund and greenlight initiatives for a major client.

You will conduct observational research, blueprint services, map processes, and synthesize findings to support technical and commercial teams in scoping and estimating change efforts.

Qualifications

• Proven track record planning and conducting user research and synthesising insights.
• Strong service design and UX design experience within enterprise ecosystems.
• Experience designing multi-layered services across consumer and B2B/franchise operations.
• Ability to transform complex inputs into clear service blueprints, flows and use cases.
• Confident facilitator for workshops with diverse stakeholders.
• Collaborative and proactive working in discovery pods with analysts/architects.
• Strong presentation skills to communicate trade-offs and opportunities.

Responsibilities

• Lead comprehensive observational research and end-to-end service blueprinting.
• Map customer journeys and align interactions with internal systems and dealers.
• Synthesize findings into actionable inputs for technical and commercial teams.
• Translate discovery into structured use cases and problem statements.
• Plan and facilitate workshops with central teams, commercial staff and dealers.
• Partner with Product Analyst and Tech Lead to validate feasibility and integration.

Skills

User research

Observational field studies

Insight synthesis

Service design

UX design

Workshop facilitation

Collaborative mindset

Job description

AND Digital is seeking a Contract User Researcher / Service Designer to join a focused squad with a Tech Lead and a Product Analyst, refining, validating, and sizing discovery epics to enable leadership to fund and greenlight initiatives for a major client.

You will conduct observational research, blueprint services, map processes, and synthesize findings to support technical and commercial teams in scoping and estimating change efforts.