User Research & Service Design Lead

Sandbox is hiring a User Research & Service Design Lead to spearhead the design and execution of user-centred research studies, prototyping solutions, and the implementation of service design methodologies to shape impactful media and digital solutions for the social challenges of Sandbox’s projects. In this role, you’ll explore how media and technology, in particular AI, can drive change in education, employment, and social policy. This role will work closely with the CEO, the Director of Research & Digital Learning Initiatives, other Leads, internal team members and external partners. You will also have the opportunity to demonstrate your leadership abilities within our growing team.

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Key Responsibilities

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Research, Service Design & Strategy Conceptualization and Implementation:

• Conceptualize, plan and implement user and market research with a strong focus on informing user-centred digital products, marketing campaigns and broader client strategies to meet the needs of audiences.
• Identify, recommend and implement the best research methods (e.g. interviews, shadowing, surveys, usability testing), use service design tools like user journey mapping, value proposition, service blueprints and process mapping, while leveraging the best software based on project needs.
• Apply qualitative and quantitative research methods to understand user needs, test concepts, and evaluate the impact of digital products and marketing campaigns.
• Lead data collection, analysis, and synthesis, using data visualization tools to interpret and communicate findings internally and to client teams.
• Develop clear, strategic, client-facing outputs, from research reports to client-facing presentations to outline findings or pitch new concepts or services.
• Transform insights into opportunities and structure design plans by prioritizing, benchmarking, leading workshops, testing concepts and building value propositions.
• Drive the end-to-end design process, guiding the creation of wireframes, prototypes, and media content while applying user research to test and deliver digital solutions.
• Contribute expertise and insights to proposals, grants, and business development efforts.

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Project, People & Client Management:

• Translate research and service design strategies into well-scoped project plans and roadmaps.
• Serve as the main point of contact for clients and partners, ensuring clear, proactive communication, including leading project check-ins and ensuring alignment with client/partners goals and timelines.
• Manage cross-functional teams and coordinate workflows.
• Support, mentor and manage the performance of direct reports.
• Oversee external partners and vendors.

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AI Strategy Implementation:

• Track AI trends in research and design, with a focus on the public sector, education and career guidance sectors, to inform campaigns, workflows and your practice.
• Spearhead the identification and implementation of strategies to leverage AI tools to support research and design work, in line with Sandbox’s AI policy. Lead generation and critical review and refinement of AI-generated outputs to improve quality and efficiency.

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Background:

• 5-7 years in user research, service design or related sectors with experience in both project management and technical (research and design) work.
• A university degree, college diploma, industry certification, or other formal training equipping you with skills outlined for the role.

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Core Competencies:

• Leadership & Innovation: Provides creative and technical direction, ensuring innovation and high-quality results.
• Accountability & Integrity: Takes ownership for project outcomes and team success. Leads complex projects and teams with accountability and attention to detail.
• Communication & Collaboration: Communicates effectively across stakeholders; builds strong client and team relationships.
• Planning & Organization: Manages multiple initiatives under tight timelines, with organized, goal-aligned planning.

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Core Creative and Technical Skills and Tools:

• Research and Service Design: Proven expertise with qualitative and quantitative research, and using service design tools such as journey mapping, prototyping and blueprints to uncover valuable insights. Strong capacity to translate research findings into actionable opportunities for diverse purposes, from informing product design to supporting marketing campaigns and formulating strategic institutional-level recommendations.
• Leading Design: Experience working with cross-functional teams to bring concepts to life, either leading or collaborating throughout the design life cycle for digital touchpoints.
• Tools: Proficiency with relevant software, such as Miro, Mural, Figma, Dovetail or other qualitative research software; Qualtrics, Power Bi, or other quantitative research and analytics software; Google Suite for documentation, Notion, Typeform, and Looker Studio for data visualization; and, a range of generative AI tools relevant to marketing and research.
• Content Development: Lead and collaborate in crafting clear, evidence-based, high-impact reports, presentations, and strategic documents - with strong attention to detail.

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Bonus if You Have:

• Experience with design and implementation of marketing campaigns.
• Experience with statistical analysis and software (e.g. R, Python, SPSS, SQL).
• An interest or experience in media production or technology development.
• Fluency in French and/or Spanish.

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