Design Researcher – Customer Experience

About the role

We are seeking a dynamic Design Researcher to join our Customer Experience team in Karachi. You will lead journey‑mapping studies, turn insights into actionable recommendations, and help shape the experience of our home‑appliance customers.

Key responsibilities

• Plan and execute end‑to‑end journey‑mapping projects aligned with CX priorities and business goals.
• Translate business challenges into clear research scopes, methodologies, timelines and deliverables.
• Manage logistics, stakeholder coordination and progress tracking for each study.
• Synthesize findings into personas, empathy maps, current‑state and future‑state journey maps.
• Identify pain points, unmet needs and opportunity areas, and convert insights into recommendations.
• Apply design‑thinking frameworks across discovery, ideation, prototyping and validation.
• Facilitate cross‑functional workshops and co‑creation sessions.
• Maintain a centralized repository of customer insights and journey artefacts.

Required profile

• Bachelor’s or master’s degree in Communication & Design, Psychology, Business or a related field.
• Minimum 2 years of experience in design thinking, customer experience or design research.
• Proven ability to conduct qualitative research, synthesize insights and create journey maps.
• Strong stakeholder management, risk awareness and multi‑project delivery skills.
• Curiosity, empathy and a customer‑first mindset.

Required skills

• Miro, Mural, Figma, Adobe XD, Canva
• Jira, MS Project, Notion