About this role
Job Description
OVERVIEW
Job Title
Senior Consultant
Job Code
686911
Grade
I4
Group
-
Division
Service Excellence & Innovation
Department
Innovation
Unit
Discovery & Problem-Solving
ROLE PURPOSE
The aim is to state the overall significance of the job from the organization’s perspective.
The role exists to support evidence-based innovation and growth through user research, discovery studies, behavioral analysis, and structured problem-solving. The role leads complex discovery engagements and cross-functional problem-solving initiatives, translates findings into actionable recommendations, and partners with the Growth Unit to validate assumptions and inform experiments. The role also develops reusable research methods and tools to strengthen discovery quality and improve internal efficiency and user experience.
KEY ACCOUNTABILITIES & ACTIVITIES
This section describes the principal outputs required from the job.
Key Accountabilities
Key Activities
- Discovery Scoping & Research Planning
- Lead the scoping of discovery engagements with stakeholders, clarifying business challenges, research objectives, decision needs, and success criteria.
- Develop research plans covering appropriate methods, participant selection, evidence requirements, timelines, and delivery dependencies.
- Prioritize research questions and hypotheses based on uncertainty, business relevance, and the decisions that the findings need to inform.
- User Research & Behavioral Insights
- Conduct and guide qualitative and quantitative research, including interviews, observations, surveys, and analysis of relevant user behavior data.
- Analyze user needs, motivations, pain points, and journey barriers, distinguishing observed evidence from assumptions and reported preferences.
- Synthesize findings into actionable behavioral insights and opportunity areas, documenting limitations and the strength of supporting evidence.
- Root Cause Analysis & Problem Framing
- Diagnose internal challenges using stakeholder input, process evidence, and performance data to distinguish underlying causes from symptoms.
- Develop structured problem statements, hypotheses, and issue frameworks to guide analysis of complex or ambiguous challenges.
- Validate identified causes with relevant stakeholders and assess their implications for efficiency, user experience, and potential interventions.
- Growth Discovery & Experiment Support
- Partner with the Growth Unit to assess user segments, journeys, and adoption barriers relevant to prioritized growth opportunities.
- Validate critical assumptions and contribute research input to experiment hypotheses, target users, and proposed success measures.
- Interpret research and experiment findings with the Growth Unit and recommend follow-up investigation, iteration, or further validation.
- Cross-Functional Problem-Solving
- Lead assigned internal problem-solving initiatives across departments, aligning participants on objectives, responsibilities, and expected outputs.
- Facilitate workshops and collaborative analysis to develop solution options and evaluate their feasibility, potential value, and dependencies.
- Coordinate validation of proposed solutions and document agreed recommendations, action owners, and handover requirements for implementation.
- Insight Synthesis & Advisory Recommendations
- Integrate research findings and operational evidence into clear assessments of user and organizational challenges and innovation opportunities.
- Develop recommendations and communicate options, trade-offs, expected outcomes, and evidence gaps to relevant decision-makers.
- Prepare executive presentations and advisory outputs that connect findings to practical decisions and proposed next steps.
- Research Methods, Tools & Quality
- Develop and refine research methodologies, toolkits, templates, and quality criteria to enable consistent and scalable discovery work.
- Review research designs and outputs for methodological rigor, bias, traceability, and appropriate handling of participant information.
- Maintain reusable research assets and share specialist guidance with colleagues to strengthen research and structured problem-solving capabilities.
- Learning, Impact & Continuous Improvement
- Define engagement measures and track outcomes with relevant stakeholders.
- Assess the impact of research findings on decisions, experiments, and improvements.
- Capture lessons learned to improve discovery practices and knowledge sharing.
- Policies, Processes & Procedures
- Follow all relevant departmental policies, processes, standard operating procedures, and instructions so that work is carried out in a controlled and consistent manner.
- Comply with all relevant safety, quality, and environmental management policies, procedures, and controls to ensure a healthy and safe work environment.
- Information Security
- Comply with all relevant information security practices and standards to ensure data integrity and confidentiality.
JOB SPECIFICATIONS
Academic and professional qualifications
- Bachelor’s degree in Business Administration, Industrial Engineering, or a related field.
- A relevant postgraduate qualification or professional certification in user research, service design, design thinking, or structured problem-solving is considered an advantage.
Years and Nature of Experience
- 4–6 years of experience in user research, discovery, behavioral insights, innovation consulting, or structured problem-solving, including leading complex engagements and translating evidence into actionable recommendations.