UX ServiceDesk XMO (English Speaking)

About Capgemini

Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem. The Group reported 2024 global revenues of €22.1 billion.

Role Description:

We're looking for a passionate and experienced UX Service Desk Specialist (UX SD) to join our vibrant team! As the UX Service Desk Specialist, you will be responsible for understanding and enhancing end-user experience across Service Desk and digital support channels by identifying pain points, analyzing user behavior, and translating qualitative and quantitative insights into actionable experience improvement initiatives.

Key Responsibilities:

• Conduct UX and employee experience research across Service Desk and digital support channels.
• Analyze user journeys, touchpoints, and interactions across Service Desk processes.
• Perform qualitative and quantitative research, including interviews, surveys, focus groups, and usability testing.
• Create and maintain user personas representing different Service Desk user groups.
• Collaborate with Data Analysts, DEM Tool SMEs, and Experience Managers to triangulate insights.
• Translate research findings into actionable recommendations to improve Service Desk experience.
• Support root cause analysis for experience-related issues identified through XMO analytics.
• Document findings and maintain insights in the Experience Management Tracker.

Qualifications:

• Bachelor’s degree in Human-Computer Interaction, Information Systems, Psychology, Business, or a related field (preferred).
• Minimum 3–5 years of experience in UX Research, Employee Experience, Service Design, or a related field.
• Proven experience working in IT Service Desk or digital support environments.
• In-depth understanding of UX research methods and service design in operational contexts.
• Excellent communication, interpersonal, and problem-solving skills.
• Fluency in written and spoken English.
• Strong analytical, synthesis, and reporting skills.
• Proficiency in UX research and analytics tools, including survey platforms, visualization tools, and DEM solutions.