Job Description

Why join Rolls-Royce?

At Rolls-Royce we are proud to be a business that has truly helped to shape the modern world and are committed to always being a force for progress; powering, protecting and connecting people everywhere.

By joining Rolls-Royce, you'll have the opportunity to work on world-class solutions, supported by a culture that believes individuality is our greatest strength, and all perspectives, experiences and backgrounds help us innovate and enable our high-performance culture.

Job summary:

In this role you will be responsible for generating deep, evidence-based insights into user needs, behaviours, motivations, and pain points across all digital and physical service experiences within Group Business Services (GBS).

This role ensures that ServiceNow products, workflows, portal, knowledge articles, and AI-assisted interfaces are grounded in real user understanding, enabling the design of intuitive, efficient, and meaningful service journeys.

The Service Experience Researcher owns the feedback loops and insight mechanisms that connect users’ lived experience with continuous improvement, ensuring that GBS evolves based on data, sentiment, and behavioural evidence, not assumptions.

What you will be doing:

• Plan, conduct, and analyse qualitative and quantitative research to understand end-user needs and experiences (interviews, shadowing, contextual inquiry, surveys, diary studies).
• Build personas, journey maps, and behavioural archetypes that inform design and product decisions across GBS.
• Conduct usability studies to validate ServiceNow portal designs, workflow navigation, forms, and chatbot experiences.
• Translate research findings into compelling insights, recommendations, and opportunity areas for experience improvement.
• Establish and maintain structured feedback loops across GBS (NPS, XLA measurements, post-transaction surveys, sentiment analysis).
• Implement ongoing listening mechanisms for portal, virtual agent, and knowledge interactions.
• Work with the Knowledge Management Process Owner and Service Performance Manager to integrate feedback with service metrics and analytics.
• Create feedback maps that highlight friction points and recommend targeted improvements.
• Partner with analytics teams to combine qualitative insights with behavioural data (click-paths, heatmaps, adoption metrics, deflection rates).
• Identify root causes of friction, low adoption, or performance gaps using >

  Job Category

  Service Management

  Posting Date

  30 Apr 2026; 00:04