User Researcher - Product (P748)

We’re Civica and we make software that helps deliver critical services for citizens all around the world. From local to state government, to education, to health and care, over 5,000 public bodies across the globe use our software to help provide critical services to over 100 million citizens.

Our aspiration is to be a GovTech champion everywhere we work around the globe, supporting the needs of citizens and those that serve them every day. Building on 21 years of continuous growth and success, we're at a pivotal point on our journey to realise that aspiration.

As a company, we’re passionate about what we do and the citizens we help to serve. If you too would like to help champion the use of technology in public services, to improve outcomes for citizens and public sector organisations, then Civica is the right place for you. We will help you unlock the best version of yourself, achieve growth in your career whilst making a real difference to people and communities. 

Why you will love this opportunity as User Researcher at Civica

As a User Researcher / Interaction Designer, you’ll work within a small UX team and alongside multidisciplinary product teams to research, understand and communicate user needs across the full product lifecycle, from discovery through to live. You’ll plan and deliver user research activities, selecting the most appropriate methods, and engage diverse users to ensure research insights are embedded in product decision-making.

You’ll develop wireframes and prototypes to support research and design exploration, analyse research findings to uncover meaningful insights, and clearly communicate outcomes to product teams and stakeholders. You’ll actively champion user-centred design, helping teams translate research into intuitive, accessible solutions.

You’ll work across multiple public-sector products, including large platforms, web applications and mobile apps, spanning different sectors and geographies. As you grow in the role, you’ll help shape project direction with product teams, support UX Designers, and promote user research practices across APAC, acting as a strong advocate for the voice of the user.

What you will do to be successful in this role as User Researcher

Key responsibilities

• Plan, coordinate and deliver user research activities for Australian software products
• Support product teams by facilitating user groups and conducting user interviews
• Create research materials across all stages of the product lifecycle — discovery, alpha, beta and live — including wireframes, user personas and prototypes
• Analyse user behaviour and insights using tools such as Pendo
• Present research findings and recommendations to product teams, engineering teams and other stakeholders
• Share outcomes and actively promote the work of the UX and User Research teams across the organisation

Requirements:
• Ability to plan and deliver user research activities, including creating research plans, discussion guides and scripts
• Demonstrated experience across a range of primary and secondary, qualitative and quantitative research methods
• Experience designing wireframes and prototypes to support usability testing, both remotely and face-to-face
• Ability to produce clear, actionable research outputs such as user needs, personas, user journeys and recommendations for product teams
• Experience delivering user research within an Agile environment
• Comfortable working with minimal direction, either as a sole UX practitioner or as part of a multidisciplinary project team
• Strong analytical and problem-solving skills, with the ability to navigate ambiguity, uncertainty and conflict to drive positive change
• Proven ability to collaborate and build strong relationships, acting as a trusted thought partner or coach to Product and Engineering teams
• Strong understanding of design thinking principles and inclusive design practices
• Excellent influencing, negotiation and communication skills (written, verbal and presentation), with confidence engaging stakeholders at all levels
• A genuine passion for user research, with curiosity and a commitment to continuous learning
• A strong sense of empathy for users and advocacy for their needs

We really do want you to bring your whole self to work. There is no such thing as the perfect candidate, so if you think you have what it takes, but don't necessarily meet every single point on the list, please still get in touch. We'd love to have a chat and see if you could be a great fit.

Benefits:
Why you'll love working with us.

We know that when our people are happy, they will work better and have greater work satisfaction. Here's what you can expect:

We're all different - and we love this about us.

We provide an inclusive, safe, and welcoming environment to all Civicans - there are heaps of opportunities to enable you to grow and be your best.

Giving culture - we encourage you to "give back" with benefits such as our Days of Difference leave where you can volunteer for a charity of your choice.

Flexible Work - we have the technology and tools to support you to work from home and come into our offices now and then to catch up and socialise with colleagues.

Apply for this job - Become part of something special Do you see yourself in this role? If so, then we would love to hear from you.

We are an equal opportunity employer. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. In fact, we strongly believe that diversity of experience contributes to a broader collective perspective that will consistently lead to a better company and better outcomes. We are working hard to increase the diversity of our team wherever we can, and we actively encourage everyone to consider becoming a part of it. We are especially keen to receive applications from Aboriginal and Torres Strait Islander peoples of Australia.