Job Description

Make a difference every day
Job Opportunity
At Serco, our purpose is to be a trusted partner of governments, delivering superb public services that transform outcomes and make a positive difference for our fellow citizens.
The purpose of this role is to deliver actionable insights to current and future clients, in addition to supporting business development efforts in customer experience across the UAE.
ExperienceLab is Serco's people-centered design and innovation agency - a global brand across 4 locations. ExperienceLab's vision is a world better designed for everyone. We're creating it by bringing human insight to life.
Key accountabilities
The Experience Design Consultant carries out complex day-to-day activities related to ExperienceLab's core capabilities.
Planning, coordinating and conducting customer research to uncover customer needs and pain points (customer interviews, focus groups facilitation, journey mapping, persona creation, prototyping, workshop planning and facilitation, usability testing, analysing qualitative data and extracting insights, delivering high quality reports and presentation to communicate findings).
Use design thinking skills across a variety of environments (both technical and non-technical) to help translate business challenges into innovative outcomes for internal and external clients.
Ability to deliver small and medium sized projects with minimal oversight from account managers, or work as part of a team on bigger projects.
Have strong communication skills and be confident presenting your research proposals and service design deliverables.
Support new business development efforts by providing expert information in proposals, pitch efforts and client meetings.
Using design thinking to create or contribute to design concepts and recommendations and, sometimes, prototyping.
What we are looking for in our candidates
Engages and influences others by using a wide range of communication methods and styles. Facilitates understanding and encourages communication both within own team and more broadly.
Facilitates the implementation and acceptance of change and transformation within the workplace by guiding others and helping them adapt.
Works effectively with individuals of diverse cultures, interpersonal styles, abilities, motivations or background
Specific requirements
Undergraduate degree and or master in a related subject, for example Psychology, HCI, Service Design, Product Design or similar
A minimum of 2 years of relevant experience in a relevant role is expected, ideally in a customer research, service design or experience consulting role.
Undergraduate or Masters Degree
2 years of relevant experience in service design or related role such as user experience design or design research
Strong communication skills both verbal and written.
Ability to work collaboratively and communicate with clients about design methodologies and artefacts.
Knowledge of existing and emerging service design tools and methods (Adobe suite, Miro, Figma etc.)
Working with Serco
At Serco, not only is the nature of the work we do important, everyone has important role to play.
https://www.serco.com/me
We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.
Join Us
By joining Serco you will have unlimited access to our Global Employee Networks - SercoInspire (Gender), SercoEmbrace (Multicultural), and SercoUnlimited (Disability). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging.
Serco is committed to Equal Employment Opportunities and is committed to ensuring the safety of all of its employees through its Zero Harm initiative. Please visit www.serco.com/careers for more information.