Job Description
Anticipated Contract End Date/Length: September 30, 2026
Work set up: Hybrid, 60% office and 40% remote (must be eligible for BPSS)
Our client in the Information Technology and Services industry is looking for a UX Business Change Consultant to ensure the modernised IDV solution is intuitive, adopted, and operationally embraced across the organisation. The role focuses on aligning user experience with security outcomes while owning communication, training, and adoption strategies that support a smooth transition for Helpdesk teams and end users. This position plays a key role in translating complex identity verification and recovery journeys into user-friendly, accessible experiences that drive adoption and readiness.
What you will do:
* Lead UX discovery for new IDV and SSPR journeys across Helpdesk and Self-Service channels.
* Conduct user research, usability testing, and journey optimisation.
* Develop adoption and communication plans for phased rollout.
* Translate complex identity flows into user-friendly experiences.
* Support change readiness across Helpdesk teams and the wider user base.
* Align user experience improvements with security and identity outcomes.
* Drive communication, training, and adoption strategies for the modernised solution.
Qualifications
* Identity-centric UX experience including authentication, MFA, IDV, and recovery journeys.
* Proven business change delivery across technology transformation initiatives.
* Experience designing accessible and low-friction user journeys.
* Strong communication and stakeholder engagement capability.
* Behavioural change or service design background is desirable.
* Experience with Figma, prototyping tools, and usability testing is desirable.
* Experience working in regulated environments is desirable.
Additional Information
All your information will be kept confidential according to EEO guidelines.
Candidates must be legally authorized to live and work in the country where the position is based, without requiring employer sponsorship.
HelloKindred is committed to fair, transparent, and inclusive hiring practices. We assess candidates based on skills, experience, and role-related requirements.
We appreciate your interest in this opportunity. While we review every application carefully, only candidates selected for an interview will be contacted.
HelloKindred is an equal opportunity employer. We welcome applicants of all backgrounds and do not discriminate on the basis of race, colour, religion, sex, gender identity or expression, sexual orientation, age, national origin, disability, veteran status, or any other protected characteristic under applicable law.