Senior UX researcher

As the UX Designer & Researcher within the Portals & Platform (P\&P) product line, you are responsible for bringing the user perspective into the design and evolution of EPIC, traXes and LinX, working across discovery, research, interaction design and validation.

The Portals & Platform product line provides the Group's digital services to external customers and service providers through EPIC and traXes, with the ambition of creating comprehensible and seamless journeys for different energy-market stakeholders in Belgium and Germany.

EPIC is the Group's customer-facing portal through which external users access digital services and manage interactions with the Client. My work on EPIC covers both individual services and cross-platform experiences, including contact and account management, activities and notifications, onboarding, contractual roles, access and permissions, and overall information architecture and navigation.

traXes is the Group’s developer and API platform for accessing digital services and energy data. The platform is evolving towards a single experience combining today’s Open Data and traXes capabilities, bringing public and private data/API journeys together. The role is to define and validate this unified user experience, from service discovery and API documentation to access, authentication and navigation

LinX is the internal back-office platform used to support and administer digital products. It is intended for internal users rather than customers. My work therefore also covers the internal side of the customer experience, such as user and company management, authorizations and permissions, internal administration flows, and usage monitoring. Current LinX UX initiatives include the internal user and company pages, permission management, and EPIC usage monitoring.

• Lead UX research activities and document it in our Research repository
• Prepare and animate workshops on functional framing, ideation and co-design with key stakeholders (business, IT, end-users, or even on an ad hoc basis for user tests and focus groups)
• Collect insights into user needs, pain points, along with feedback throughout the project by implementing appropriate research methods (on-site observations, interviews, user tests, surveys, literature, etc.)
• Analyze user behavior and website performance using tools like Matomo and heatmaps
• Create personas and experience maps through user research and data
• Define the right interaction model and evaluate its success via measurable criteria
• Identify business processes and use cases, define and formalize user journeys or make recommendations for improvement to existing journeys
• Create wireframes, prototypes, storyboards, user flows, process flows and site maps to effectively communicate interaction and design ideas
• Present ideas, concepts and design solutions to various stakeholders
• Collaborate with the UI Designer to ensure consistency with the design system
• Contribute to team efforts by actively participating in broader UX Chapter activities such as feedback sharing sessions and knowledge sharing

Requirements:

• 7 years experience in design thinking in context of agile projects
• 7 years experience of qualitative and quantitative research methods
• 3 years experience with interaction design and information architecture
• Ability to create lo-fidelity wireframes, prototypes and user flows in Figma
• Attention to details and work delivered in high standard
• Proficient in design software (Figma), presentation software (PowerPoint, Miro), Matomo, Heatmaps , etc.
• Ability to use a design system in Figma is a plus
• Ability to use the research tool Condens is a big plus
• Formal qualification (master's degree, certification, etc.) in UX is required
• Pragmatic over dogmatic, doer over thinker
• Positive attitude and constructive
• Versatile and flexible
• Autonomous and resilient
• Can work with networked teams in an IT managed services environment
• Analytical and synthesis skills promoting simple solutions
• Proven ability to facilitate workshops and co-design sessions with large groups of stakeholders
• Strong verbal communication and presentationskills and natural empathy for the user
• Able to write processes, documentation and presentations
• Able to demonstrate Information Technologies is your passion
• Good level of Dutch and/or French and English is required, German is a plus.