Senior UX Analyst Lead

The Senior UX Analyst leads user journey analysis, experience diagnostics and usability evaluations across prioritized portfolios. This role translates research and analytics into prioritized improvements that enhance productivity, adoption, and service quality.

Must Have Technical/Functional Skills

• 5–8 years of UX research, service design, or experience analysis.
• Strong skills in journey mapping, user research, and usability testing.
• Ability to translate findings into business-impact recommendations.
• Experience working in IT delivery or enterprise environments.
• Experience working with ITSM tools and service analytics.
• Familiarity with XLA, NPS, CSAT, and productivity metrics.

Roles & Responsibilities

• Conduct qualitative and quantitative research (VoC, VoE, interviews, analytics).
• Analyze sentiment, adoption trends, and pain points.
• Translate insights into prioritized improvement recommendations.

• Develop personas, journey maps, and service blueprints.
• Perform heuristic evaluations and usability assessments.
• Identify opportunities for simplification, automation, and friction reduction.

• Partner with CX Strategists and Operations to align initiatives to prioritized journeys.
• Support experience pilots and measure impact against KPIs.
• Track adoption, productivity, and satisfaction improvements.

• Provide journey and UX toolkits to IT delivery teams.
• Support design sprint facilitation and solution validation.