UX Servicedesk XMO
Envision Employment Solutions · New Cairo City, Cairo Governorate, Egypt · 2026-06-23
About this role
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
4 - 6 years of 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
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