Job Opportunities API

Master works is seeking a UX Research & Experience, Senior Consultant to lead user experience research, experience governance, and continuous improvement activities. Act as the principal UX expert supporting the Digital Experience function. Reporting Line: Operates within the Journeys & User Experience Department, reporting directly to the Department Manager, to ensure alignment with the department’s experience targets and deliverables. Key Responsibilities: - Plan and conduct UX Research. - Perform UX Audits across digital platforms. - Lead usability testing and A/B testing. - Analyze behavioral analytics and Voice of Customer insights. - Design concepts, wireframes and prototypes (low-to-high fidelity) ready for stakeholder review and user testing. - Measure post-launch experience and adoption. - Produce actionable UX recommendations and improvement roadmaps. - Facilitate discovery and experience workshops. - Support accessibility and digital experience compliance. Requirements Required Expertise: - UX Research & Discovery (interviews, exploratory research, benchmarking) - Behavioural & Product Analytics (web/product analytics platforms, e.g., Matomo, GA4; session analytics, e.g., Microsoft Clarity) - Usability Testing (moderated and unmoderated; testing tools, e.g., Maze) - Design & Prototyping (Figma / FigJam) - Voice of Customer & CX Listening (NPS, CSAT; listening tools, e.g., Lucidya) - Experience Strategy & Governance (experience KPIs, improvement roadmaps, DGA / NDS standards, DXP environments) Expected Deliverables - UX Audit Report — per platform against NDS and accessibility standards (all MIM platforms). - Usability Testing Report (methodology, findings, recommendations) — per testing round / per service before launch. (min 8 reports per quarter) - Behavioural Analytics Report — monthly or quarterly, based on platform data. (min 8 reports per quarter) - VOC Insight Report (operations tickets, NPS, CSAT analysis and recommendations) — quarterly. (min 8 reports per quarter) - UX Research Report (interviews, discovery research, benchmarking) — per study. (min 8 reports per quarter) - Research Repository — foundational setup, then continuously maintained. - Journey Maps (As-is / To-be) for the investor journey — per journey. - Experience Measurement Framework (KPI definitions and measurement methodology) — foundational, one-time. - Post-launch Experience Report — per launched service. - UX Improvement Roadmap with closure tracking — quarterly. - DGA Evidence File consolidating research, testing, and measurement outputs — annual, ahead of the assessment cycle. - All reports must include methodology, sample, and supporting evidence. Expected Outcomes - Operate the Digital Enablement Department with senior-level expertise. - Improve digital services and investor journeys. - Enable data-driven continuous improvement. - Deliver measurable outputs: the Digital Experience Maturity evidence file, NDS audit cycles for the three platforms, quarterly VOC insight reports (tickets, NPS, CSAT), and concept prototypes for new initiatives. - Increase business value and service quality. - Strengthen collaboration between Demand Management, Product, and Digital Enablement. Job Location: Client Site