UX Analyst

Job Introduction

Serco is a trusted partner of European Institutions and International Organisations, providing ICT services and Contact Centre management across Europe. Our expertise ranges from information systems support to consultancy services delivered under governmental frameworks, supporting key entities such as the European Commission and its Executive Agencies. As a leader in Service Integration and Management, we ensure the seamless delivery of services across multiple platforms, reflecting our strong commitment to quality and operational excellence.

We are currently seeking a UX Analyst to join our team supporting the European Commission in Brussels, Belgium, as well as in other locations across Europe. 

Key Responsibilities

• Conduct qualitative and quantitative research to understand user needs, behaviours, and motivations.
• Analyse web analytics and User Experience (UX) metrics, aligned with standards such as ISO 9241-210, to identify trends and provide actionable insights.
• Plan and conduct usability testing based on human-centred design principles to evaluate product effectiveness and identify improvements.
• Develop and administer surveys, conduct user interviews, and gather ongoing feedback to continuously improve the user experience.
• Create user personas, customer journey maps, and task flows to support intuitive and seamless user experiences.
• Conduct heuristic evaluations to identify usability issues based on recognised usability principles.
• Prepare and present research findings and recommendations to stakeholders.
• Collaborate with design and development teams to translate research findings into design improvements.
• Conduct A/B testing to evaluate design alternatives and optimise the user experience.
• Develop and maintain User Experience (UX) guidelines and best practices aligned with recognised standards.
• Coach and mentor colleagues, promoting User Experience (UX) knowledge and best practices across the organisation.
• Ensure that all research activities and design recommendations assess compliance with accessibility standards (e.g. Web Content Accessibility Guidelines (WCAG) 2.2 and the European Accessibility Act (EAA)).
• Maintain a centralised research repository and ensure all user research complies with consent and data privacy requirements. 

Specific Expertise and Technologies

• Experience as a UX Consultant, UX Researcher, Digital Communicator, or in an equivalent role.
• Experience with the eUI Platform.
• A portfolio demonstrating the ability to work across a variety of industries.
• Knowledge of front-end web technologies (e.g. HTML and CSS) to collaborate effectively with development teams.
• Knowledge of UI/UX design tools (e.g. Figma, Sketch, Adobe XD) to create prototypes and interactive mock-ups.
• Knowledge of web technologies and standards (e.g. HTML, XML, SEO, accessibility, and analytics) to ensure user-centred design compliance.
• Knowledge of prototyping, wireframing, interaction flows, information architecture, and user testing.
• Knowledge of prototyping and design tools (e.g. Axure, Balsamiq, Adobe Creative Suite) to produce wireframes, user flows, and visual assets.
• Knowledge of accessibility standards (e.g. WCAG 2.2 and EN 301 549) to design inclusive and compliant user experiences.
• Knowledge of UX research methods (e.g. usability testing, surveys, and A/B testing) to validate design decisions through evidence-based research.

Certifications

• Mandatory for the Normal level: one of the following certifications, or an equivalent qualification:
• Certified Usability Analyst (CUA).
• Certified User Experience Analyst (CXA).
• Nielsen Norman Group (NN/g) UX Certification.
• Certified Professional in User Experience (CPUX).
• Google UX Design Professional Certificate.
• Akendi UX Certification.

Skills and Experience

• A minimum of 6 years of experience in a similar role is required.
• Capacity to act as a strategic partner to business stakeholders, articulating the return on investment (ROI) of UX and embedding user-centred practices into business planning.
• Ability to present evidence-based UX recommendations confidently and secure stakeholder buy-in.
• Commitment to delivering research and UX artefacts that meet recognised quality standards.
• Ability to participate in multilingual meetings.
• Ability to understand, speak, and write English; knowledge of French is considered an additional asset.
• Strong communication skills with the ability to engage effectively with users, designers, and stakeholders.
• Ability to work both independently and as part of a team.
• Results-oriented mindset with a strong focus on delivery.
• Ability to ensure that design decisions are evidence-driven.

Package Description

Joining Serco's amazing team offers:

• Competitive salary
• Great career opportunities
• Corporate benefits package
• International environment
• Possible hybrid work