Job Title UX Consultant IT User Personas Work Arrangement Mode: Hybrid (3 Days Office)
Location: Coventry
Role Description Lead the end-to-end development of IT user personas by translating qualitative and quantitative research into actionable persona artefacts aligned to STW's digital, EUC, and M365 strategies. Execute structured user research activities to generate evidence-backed insights for persona development. Key Skills / Knowledge / Experience (Up to 10, Avoid repetition) Strong UX strategy and service design background
Experience creating enterprise IT personas (EUC / Digital Workplace)
Ability to translate research into actionable IT strategy
Stakeholder-facing, facilitation, and presentation skills
User research methods (qualitative & quantitative)
Survey design and analysis
Experience supporting enterprise IT or workplace transformation programmes
Key Responsibilities (Up to 10, Avoid repetition) Lead stakeholder engagement to align persona objectives with business and IT strategy
Define persona framework including roles, environments, motivations, pain points, and digital behaviours
Design and validate "Day in the Life" scenarios for each persona
Create end-to-end journey maps highlighting IT touchpoints and user experience gaps
Analyse qualitative (interviews, surveys) and quantitative inputs (telemetry, system usage) to derive insights
Produce strategic IT recommendations linked to personas (service design, experience improvements)
Ensure persona artefacts are reusable, accessible, and traceable to data sources
Plan and conduct interviews, surveys, and usability research
Capture user behaviours, digital dexterity, mobility needs, and pain points
Support creation of personas, empathy maps, and journey maps
Validate persona assumptions through data and user feedback loops
Key Deliverables Minimum of 6 STW approved personas
Persona profiles, journey maps, behavioural insights
Strategic recommendations and continuous improvement guidance
Consolidated Persona Report (editable format)
Research summaries and insight reports
Validated persona inputs and behavioural patterns
Evidence supporting persona attributes
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