2 of 2 User Research Jobs in Hackney

contact flows, IVR menus, and web triage pathways to eliminate failure demand ahead of major platform migrations. Shape AI & CCaaS Requirements: Translate citizen needs, user journeys, and operational pain points into clear functional specifications, user stories, decision trees, and procurement backlog items for modern CCaaS and conversational … model automated routing solutions. Agile Specification: Develop clear acceptance criteria, process flows, and backlogs consumable by internal IT teams, content designers, and external vendors. User Research & Prototyping: Plan and facilitate testing sessions with Hackney residents and staff to iterate both interim service tweaks and future AI interaction flows. ...

voicebots/chatbots), Robotic Process Automation (RPA) for legacy system bridging, and omnichannel CCaaS platforms. Empower & Coach Teams: Build and support multidisciplinary teams (developers, user researchers, service designers, business analysts) to deliver exceptional outcomes. Stakeholder Alignment: Negotiate and align competing directorate priorities around a unified Shared Front Door model. … political environments. Strategic Communication: Ability to translate complex technical, AI, and architectural concepts into clear, persuasive language for non-technical leaders and elected members. User-Centric Approach: Champion resident needs, accessibility, and the protection of vulnerable cohorts. Commercial Expertise: Experience with soft market engagement, tenders, and supplier management. Desirable ...