Service Experience Researcher

Job Description

Service Experience Researcher

Full Time/ Hybrid

Cracow, Poland

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:

As a Service Experience Researcher 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 data-driven techniques.
• Use A/B testing and experimentation to validate improvements and measure impact.
• Work closely with the Service Experience Designer to ensure all UX solutions are grounded in validated research.
• Collaborate with Product Owners (IT, HRSD, AI/Automation, Performance) to ensure user needs inform roadmap priorities.
• Support ServiceNow development teams by providing evidence-based user requirements and acceptance criteria.

Position qualifications:

• 3+ years in UX research, service research, behavioural insights, or customer experience analytics.
• Experience conducting research for complex enterprise platforms (ServiceNow, Workday, Salesforce, SAP).
• Proven ability to design and run research studies end-to-end and convert findings into actionable recommendations.
• Familiarity with digital workplace and shared services contexts (HR, Finance, Procurement, IT).
• Experience collaborating closely with UX designers, product teams, and service teams in agile environments.
• Bachelor’s or Master’s degree in Psychology, Human-Computer Interaction, Anthropology, UX Research, Sociology, or related field.
• Skilled in qualitative and quantitative research methods, usability testing, and behavioural analysis.
• Ability to translate complex user behaviours into clear service journeys and insights.
• Experience combining research with analytics, dashboards, and experience metrics.
• Exceptional ability to communicate insights through narratives, visuals, and data storytelling.
• Strong teamwork skills across UX, product, People, IT, and transformation functions.
• Familiarity with ServiceNow experience analytics, portal analytics, heatmapping tools, and survey platforms.
• Understanding of how AI, virtual agents, and automation shape user experience.

What do we offer:

• Annual bonus based on financial results and employee performance evaluation.  
• Employer financed private healthcare at LuxMed for employees. Additional packages can be purchased.
• Group life insurance
• Subsidy for glasses/contact lenses worn for work, up to the amount of PLN 600 gross, every two years
• Subsidy for extra-curricular activities within the cafeteria system on the myBenefit platform/subsidy for Multisport cards, up to the amount of PLN 100 gross per month
• Internet and electricity allowance for remote work, in the amount of PLN 100 gross per month
• Increased funding for the Employee Capital Plans (PPK) program; Rolls-Royce Sp. z o.o. contributes 3% to this program
• Additional vacation days based on length of service
• Hybrid work model (min. 2 days from office)
• Flexible start time between 7:00 AM and 9:00 AM
• Work in a modern office located in the Krakow center – the Unity Tower (ul. Lubomirskiego 20)

Our vision is to ensure that the excellence and ingenuity that shaped our history continues into our future. Our multi-year transformation programme aims to turn Rolls-Royce into a high-performing, competitive, resilient and growing company. Join us, and it can be your future vision too.

Rolls-Royce are committed to being a respectful, inclusive, and non-discriminatory workplace where individuality is valued, diverse perspectives fuel innovation, and everyone can thrive.

Please note that all applicants will be subject to Poland right-to- work check as part of the recruitment process

Job Category

Service Management

Posting Date

29 May 2026; 00:05