Senior End User Experience (EUX) Specialist

Job Description

About the role

We’re looking for a Senior End User Experience (EUX) Specialist to join our Technology Service Operations team and help shape the future of the digital workplace at Challenger.

In this newly created role, you’ll act as a champion for how our people experience technology—bringing expertise in user-centred design, behavioural insight, and IT service delivery. You’ll help bridge the gap between technical solutions and the needs of employees, ensuring our tools and services are intuitive, accessible, and effective.

You’ll lead initiatives to uncover pain points and identify opportunities—translating user insights into meaningful improvements across service design, support models, and digital workplace tools. Working closely with End User Computing and broader delivery teams, you’ll help build a technology environment that feels easy, responsive, and fit for purpose.

Key responsibilities will include:

• Leading the creation of user personas and experience journey maps across the employee technology lifecycle.
• Running listening activities (feedback sessions, surveys, sentiment analysis) to surface user pain points and identify opportunities to improve IT touchpoints.
• Translating insights into actionable recommendations that improve the usability, responsiveness, and perception of services.
• Working closely across all teams and external vendors to prioritise and implement improvements.
• Acting as a trusted partner to senior stakeholders, helping them make sense of what users are experiencing—while constructively challenging the status quo.
• Playing a central role in building trust in IT, through consistent engagement, insight-driven improvements, and advocacy for the end user.

Skills and experience you’ll bring

You may come from enterprise UX, IT service design, technical business analysis, or digital workplace transformation—what matters most is your ability to connect technical solutions with real user needs.

We’re looking for someone with:

• Experience in IT, End User Computing, or enterprise user experience roles, ideally within complex or regulated environments.
• Strong capability in user journey mapping, persona development, and running workshops or listening sessions.
• A working knowledge of infrastructure, Microsoft 365, devices, and enterprise applications—you can confidently engage with technical teams.
• Exceptional communication and facilitation skills—you draw out insights, influence decisions, and bring people with you.
• A curious, analytical mindset with a clear focus on solutions and service improvement.

Qualifications

• A Bachelor’s degree (or equivalent time served experience) in Information Technology, User Experience, Human-Computer Interaction, or a related field is essential
• Certifications such as ITIL v4 Foundation (or higher) and EUC platform certifications (e.g. Microsoft Endpoint Manager, Citrix) are highly regarded
• Its highly desirable if you are familiar with User Experience tooling

Are you interested in this position?

Apply by clicking on the “Apply Now” button below!

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