About

I help teams uncover hidden usability and workflow issues so complex digital products become clearer, more efficient, and easier to trust. I’m a UX Researcher with experience conducting generative and evaluative research across early-stage discovery and usability improvement, particularly within complex and operational systems. My work has included usability testing, user interviews, surveys, and in-context research to uncover how people actually think, decide, and work — and to translate those insights into clear, actionable product recommendations for cross-functional teams. Alongside my UX research work, I spent several years freelancing as a digital marketer and content creator. This strengthened my ability to interpret user behaviour beyond interfaces, communicate insights clearly, and connect user needs to real business and operational goals. That combination has shaped how I approach research: focusing not only on usability, but on how systems support decision-making, efficiency, and trust. I’m particularly interested in roles where research: - informs product direction early - improves usability in complex workflows - helps teams make confident, evidence-based decisions I enjoy working with cross-functional and cross-cultural teams and continuously developing my research depth while contributing practical, insight-driven value. I’m currently open to UX Researcher opportunities in Europe (Netherlands, UK, Nordics, or remote EU), especially in environments where thoughtful research, collaboration, and systems thinking are valued.

Skills

  • Active listening
    10
  • Organizational skills
    7
  • Digital product research
    7
  • Customer journey Mapping
    7
  • Call center and Customer Service
    8
  • technical support
    7
  • figma
    5
  • UX Research
    7
  • English and Kiswahili
    10

Experience

Steve Musembi

Work experience
  • Performing generative and evaluative research inquiries to unearth customer insights and identify areas for enhancing the product’s user experience.

Steve Musembi

Work experience
  • Successfully extracted valuable qualitative insights from Triggerise's diverse ecosystem of users and customers, collaborating effectively with cross-functional teams to gain a comprehensive understanding of user needs, expectations, and motivations within the TIKO healthcare platform.
  • Executed UX research across a spectrum of products, spanning from initial discovery to exploratory research, ensuring a holistic approach to user-centered design.
  • Spearheaded the conceptualization and development of health products tailored to distinct user segments, fostering a collaborative approach within the team.
  • Led a comprehensive language analysis study in Kenya, evaluating the usability of the healthcare platform in various local languages to enhance accessibility and user experience

Steve Musembi

Work experience
  • January, 2020 - December, 2021
  • Fulltime
  • As an integral part of the UX Chapter, I played a pivotal role in fostering collaboration among UX designers, product owners, software engineers, and data analysts, harnessing collective insights that significantly impacted and guided the development of the M-TIBA healthcare platform.
  • Spearheaded UX research initiatives throughout all stages of the product development cycle, from exploratory research to validation, ensuring that user-centric perspectives remained at the forefront
  • Conducted comprehensive User Research across various products within the healthcare platform, each tailored to distinct user profiles with diverse needs.
  • Successfully orchestrated and executed UX research studies in diverse geographic regions, including Kenya, Nigeria, and the Netherlands, facilitating global perspectives in product development
  • Established a centralized repository for all UX research studies conducted within the organization, streamlining knowledge management and facilitating informed decision-making

Steve Musembi

Work experience
  • Achieved exceptional leadership by leading, training, and mentoring a team of over 30 field officers across diverse regions in Kenya. This empowered the team to optimize support for the M-TIBA panel of medical service providers, driving maximum value and seamless adoption of the M-TIBA Platform

Steve Musembi

Work experience
  • Championed success by leading a team of 5 call center executives in a dynamic, high-call volume In-house call center setting. Managed inbound calls from field officers, patients, hospitals, and insurance companies, ensuring exceptional service delivery through the SMART medical scheme management platform.

Steve Musembi

Work experience
  • September, 2013 - February, 2016
  • Fulltime
  • Thrived in a demanding call center setting, managing inbound calls from patients, hospitals, and insurance companies, expertly addressing inquiries and concerns related to the utilization of the SMART medical scheme management platform.

Steve Musembi

Work experience
  • November, 2012 - September, 2013
  • Fulltime
  • Elevated customer experience by delivering comprehensive technical support through in-person, phone, and desk-based assistance. Offered expertise in hardware, software applications, and system maintenance to satisfy the diverse needs of Sysconet's valued customer base.

Steve Musembi

Work experience
  • September, 2012 - November, 2012
  • Fulltime
  • Proficiently handled the installation and maintenance of hardware and software systems for a diverse clientele within the healthcare sector.

Steve Musembi

Work experience
  • Consistently initiated over 150 calls per week throughout my tenure, leading to the establishment of a robust and comprehensive prospect database of clients.

Steve Musembi

Work experience
  • Achieved successful maintenance, installation, and repair support for specialist doctors engaging with the Aphicons' healthcare platform, ensuring seamless and efficient platform utilization.

Steve Musembi

Work experience
  • Effectively managed computer systems and networks to ensure uninterrupted uptime and accessibility for all college users, fostering a reliable and efficient digital environment.

Steve Musembi

Work experience
  • August, 2009 - February, 2010
  • Fulltime
  • Delivered exceptional results in business-to-business sales of structured cabling solutions, while optimizing inventory management, streamlining business processes, and efficiently processing sales orders for corporate clients.

Steve Musembi

Work experience
  • Spearheaded the comprehensive management of computer systems, encompassing hardware, software, and networks, alongside overseeing operations to consistently deliver an exceptional customer experience for local and international students and lecturers.

Steve Musembi

Work experience
  • Successfully oversaw the management of computer systems and networks, ensuring uninterrupted uptime and accessibility for a diverse range of customers of Nexus Networx.

Steve Musembi

Work experience
  • Executed installation, maintenance, upgrades, and technical support, guaranteeing the dependable, efficient, and continuous operations of hospitals and insurance companies utilizing the SMART healthcare platform.

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