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. Here's a glimpse into your key responsibilities 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. If you're ready to make an impact, here's what we're looking for: A track record in UX design, service or experience design or a human behaviour role. Proven hands-on UX research experience, including qualitative and quantitative research methods. Strong analytical and strategic thinking skills. Demonstrated visualisation techniques such as journey mapping and service mapping. Strong understanding of UX design principles and process. Experience working in an Agile environment. Proficiency with UX tools such as Figma. Experience mentoring UX Designers. What do we offer? Not-for-profit salary packaging benefits, including novated leasing. Competitive market salary along with annual individual and company incentives. Discounted gym memberships and health insurance. Learning and training opportunities. Subsidised study opportunities. Paid subscription to Calm as part of our commitment to health and wellbeing. Inclusive leave policy to swap and recognise significant events that fall outside of our public holidays. Workation leave – work remotely anywhere for 10 days of the year OUA is committed to fostering an inclusive and diverse workplace, reflecting the diversity of the marketplace we serve. We encourage candidates from all backgrounds to apply, even if they don't meet all the requirements listed. We value unique perspectives and experiences that can contribute to our mission of helping students transform their lives.