Specialist Design Researcher (Customer Experience)

Dawlance is looking for a dynamic and motivated Specialist Design Researcher to join our Customer Experience team in Karachi. If you're passionate about customer research and looking to grow your career with one of Pakistan's leading home appliance brands, we'd love to hear from you.Key ResponsibilitiesPlan and execute end-to-end journey mapping studies aligned with CX priorities and business objectivesTranslate business challenges into clear research scope, approach, timelines, and deliverablesSelect and apply appropriate human-centered research methodologiesManage end-to-end logistics of the journey mapping study, coordinating all phases, activities, and stakeholder touchpoints in betweenSynthesize research findings into personas, empathy maps, current-state and future-state journey mapsIdentify pain points, unmet needs, moments of truth, and opportunity areas across journeysConvert insights into actionable recommendations for experience improvement and transformation initiativesApply design thinking frameworks across discovery, ideation, prototyping, and validation phasesFacilitate cross-functional workshops and co-creation sessions to translate insights into solutionsManage journey mapping and research projects end-to-end, including project plans, milestones, and progress tracking, to ensure on-time and high-quality delivery of all outputsProactively manage stakeholder alignment, risks, dependencies, and review cadences while collaborating closely with CX, Product, Retail, Digital, Marketing, Service, and IT teams to embed insights into initiativesPresent findings using clear storytelling, structured communication, and visual formatsDrive adoption of journey insights into business planning and prioritizationMaintain and enrich the centralized customer insights and journey repository, ensuring all research outputs are well-documented, scalable, and reusable across the organizationKey RequirementsBachelor’s or master’s degree in Communication & Design, Psychology, Business, or a related field2+ years of experience in design thinking, customer experience, or design researchExperience in qualitative research, insight synthesis, persona creation, and customer journey mappingSkilled in facilitating workshops, co-creation sessions, and cross-functional collaborationAbility to plan, manage, and deliver multiple projects simultaneously, with strong stakeholder management, risk awareness, and structured problem-solvingExcellent visual storytelling, presentation, and written communication skillsCuriosity, empathy, and a customer-first mindset, with ownership and accountability for project deliveryExposure to service design, UX research, or behavioral research frameworks is a plusProficiency in design and collaboration tools: Miro, Mural, Figma, Adobe XD, CanvaFamiliarity with project management tools: Jira, MS Project, Notion