UX ServiceDesk XMO (English Speaking)
On-site · Cairo, Cairo, Egypt
Job Summary
Role: UX Service Desk Specialist (UX SD) at Capgemini Egypt in Cairo. Responsible for conducting UX and employee experience research across Service Desk and digital support channels; analyzing user journeys and touchpoints; performing qualitative and quantitative research (interviews, surveys, focus groups, usability testing); creating and maintaining user personas; collaborating with Data Analysts and Experience Managers; translating findings into actionable recommendations to improve Service Desk experience; supporting root cause analysis from XMO analytics; documenting findings in the Experience Management Tracker. Requires a Bachelor’s degree (preferred) and 3–5 years in UX Research or related fields, with experience in IT Service Desk or digital support, strong communication, English proficiency, and expertise in UX research methods and analytics tools.
Required Qualifications
- Bachelor’s degree in Human-Computer Interaction, Information Systems, Psychology, Business, or a related field (preferred)
- Minimum 3–5 years of experience in UX Research, Employee Experience, Service Design, or a related field
- Proven experience working in IT Service Desk or digital support environments
- In-depth understanding of UX research methods and service design in operational contexts
- Excellent communication, interpersonal, and problem-solving skills
- Fluency in written and spoken English
- Strong analytical, synthesis, and reporting skills
- Proficiency in UX research and analytics tools, including survey platforms, visualization tools, and DEM solutions
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