Office IT User Experience & Service Design

We are looking for a Office IT User Experience & Service Design for a hybrid project, 1 day per week on-site, in Lisbon.

About the Role

You will provide User Experience, Service Design, Communication, Adoption and Continuous Service Improvement support for a portfolio of Office IT Services. The role incorporates the employee perspective throughout the service lifecycle and supports collaboration between employees, service owners and service teams to make IT services simple, intuitive, consistent and valuable.

A bachelor's degree in User Experience, Service Design, Human-Centred Design, Communications, Psychology, Information Technology or a related field — or an equivalent professional foundation demonstrated through relevant experience — is expected. Excellent written and spoken English is mandatory.

Main Responsibilities

• Represent the employee perspective throughout the lifecycle of assigned IT services, from ideation and design through deployment, communication, adoption, operation and improvement.
  
• Research and analyse employee needs, feedback, pain points and experience gaps using direct engagement, service analytics, incident trends and other qualitative and quantitative evidence.
  
• Model end-to-end employee experiences, including personas, user journeys, service blueprints, experience maps and "Moments that Matter".
  
• Convert employee insights and experience measurements into prioritised improvements to usability, satisfaction, adoption, engagement and productivity.
  
• Plan and execute employee-centred communication and adoption activities for service launches, changes, releases and transformation initiatives.
  
• Develop and assure clear, relevant, accurate and actionable employee-facing content, delivered through appropriate channels and at appropriate times, including content for AI-assisted interfaces.
  
• Collaborate with service owners, technical teams and other stakeholders to embed user-centred principles throughout service design, deployment, operation and improvement.
  
• Define and interpret service-experience, adoption, engagement and satisfaction indicators.
  
• Apply AI capabilities to analyse feedback, develop content, generate insights, optimise communications and identify improvements.
  

Requirements

Requirements

• Mid level: practical application of user-centred or human-centred design methodologies, including personas, user journeys, service blueprints and experience maps.
  
• Mid level: user research and analysis of employee feedback, service information and qualitative and quantitative data.
  
• Mid level: translation of employee insights into improvements to service usability, satisfaction, adoption, engagement and productivity.
  
• Mid level: planning and execution of employee communication and adoption activities for service launches, changes, releases and transformation initiatives.
  
• Mid level: translation of complex technologies and processes into simple, intuitive and audience-appropriate experiences, messages and content.
  
• Mid level: creation and quality assurance of employee-facing knowledge, self-help, portal, notification and AI-assistant content.
  
• Mid level: communication, storytelling, presentation, stakeholder management and cross-functional collaboration in large or global organisations.
  
• Mid level: definition and interpretation of service-experience, adoption, engagement and satisfaction indicators.
  
• Mid level: application of AI capabilities to feedback analysis, content development, insight generation, communication optimisation and service improvement.
  
• Mid level: strong execution, end-user focus and end-to-end ownership of assigned service activities and deliverables.
  

Nice to Have

• Familiarity with Digital Workplace, Office IT and modern productivity services.
  
• Familiarity with Employee Experience Analytics or comparable measurement practices.
  
• Experience developing or reviewing content for AI assistants or conversational interfaces.
  
• Knowledge of emerging AI applications in User Experience, Service Design, communication and the future of work.