About Us:

We are Callo, a boutique Service Design agency based in Melbourne. We specialise in identifying failure demand across operational teams, conducting in-depth research on customer needs and preferences, and developing customer journeys and practices in Journey Management. We are looking for a Design Research Lead or Senior Specialist to join our team and help build our research practice.

Position: Design Research Lead / Senior Specialist (Service Designer)

• Initial Contract: 6-month project
• Start Date: Immediate
• Salary: Attractive $160k+ super
• Team: Small, collaborative team
• Remote / hybrid (Melbourne)

Role responsibilities:

• Design and lead qualitative research projects, including developing research approaches, methods, and sampling mixes (some quantitative elements may be required)
• Facilitate workshops with clients to identify key factors and attributes for participant selection
• Lead the recruitment of research participants
• Conduct various research activities, such as interviews and ethnographic observations
• Analyse and synthesise research data to provide actionable insights
• Present findings to client stakeholders
• Mentor the team and enhance the rigour of our research practice

Required skills and experience:

• Critical thinking and analytical skills (going beyond surface-level observations to uncover deeper meanings and implications)
• Expertise in researching customer needs and preferences, and developing persona frameworks
• Proficiency in journey mapping and blueprinting
• Experience in requirements gathering (technology, process, and behaviour)
• Training and providing technical feedback to other senior designers in advanced research practices

Desirable skills:

• Graphic design or data visualisation skills
• Advanced degrees (Master's in Research or PhD)
• Service Design training
• Freelancing, consulting or running a business

About you:

• Based in Melbourne or able to travel to Melbourne or Sydney for a few days each month, depending on client needs
• Genuine, warm, and friendly, with a passion for working directly with clients and our team

Application and selection process:

We are looking to recruit quickly for immediate involvement in two projects:

• Please include a 1-page case study showcasing an end-to-end qualitative research project you have completed. Highlight your approach to design, recruitment, research execution, synthesis, analysis, and presentation of findings.
• Be prepared to present this case study during your interview
• A portfolio is welcome but not essential