UX Servicedesk XMO
Posted 16 days ago
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
Requirements
- 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
Other open roles at Envision Employment Solutions(6)
Envision was founded in 2013 to support the Egyptian market with Talent Solutions. We provide full recruitment, headhunting, payroll, and onboarding services for your temporary, permanent, and full-time employee needs. We now successfully support some of the country’s largest businesses across the MENA regions. We have been immensely successful in creating a global network of highly adept intelligent professionals that can add value by enabling organizations to achieve their mission critical projects and goals. Keeping pace with the ever-changing business landscapes, and the growing need for talented professionals has become ever more challenging. This is where Envision comes into play to bring skilled candidates to your organization. Our professional consultants are exceptionally skilled in identifying top talent in the MENA region and matching them with our client’s needs. We have a wide network of talents across various sectors, with a focus on the IT/Software sector. All our resources are multifaceted and come with years of commended performance. Project completion rate of our consultants is 95%, 5% is attributed to unforeseen situations like project shutdown, health issues, relocation, etc. We appreciate the experience that our candidates bring from various industries, and we like to leverage it for the mutual benefit of both clients and candidates. We work in partnership with your management team, hiring managers or Talent team to determine your recruiting needs, while optimizing your hiring budget.
Key team members
Maha Samy Hanafi
Christine William
Hany Aly
Reema Elabi
Jobr aggregates jobs directly from company career portals — no middlemen. Our team applies on your behalf with AI-tailored resumes, reviewed by a human before submission.