Experience Design Lead - Join Our Talent Pool

Experience Design Lead – Join Our Talent Pool
Impact A Better Future 

At Serco, we bring together the right people, technology, and partners to deliver innovative solutions that impact a better future. 

We have been operating in the Middle East since 1947 and have a profound understanding of the region.

With over 4,500 colleagues here, we support governments across defence, space, transport, emergency services, justice and migration, and other vital public services. Our core capabilities span service design and advisory, customer experience, complex programme management, systems integration, and asset and facilities management, alongside environmental and case management services.

Guided by our unique service model, we work together with clients and partners to achieve long-term visions and tackle some of the world’s most complex challenges.

Your 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.

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. 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 and KSA.

This role is part of our Experience Lab team based in our corporate office in Dubai.  

Key accountabilities

• 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).
• Ability to deliver 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.
• Use design thinking skills across a variety of environments to help translate business challenges into innovative outcomes for internal and external clients.
• Leading small teams of consultants to deliver small and medium sized projects with minimal oversight from account managers, or work as part of a team on bigger projects.
• Lead projects, manage stakeholders and facilitate teams through discovery research, synthesis, ideation, design, and testing.
• Makes day to day decisions related to project management and stakeholder. engagement on projects to ensure these are managed to time, quality and budget.
• Supports innovation and continuous improvement for ExperienceLab and for Serco, and is continuously keeping an open mind to spotting opportunities for innovation and proactively driving these opportunities forward. 
• Work collaboratively with multi-disciplinary team members and clients

Specific Requirements

• A minimum of 5 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
• Relevant experience in service design or related role such as user experience design or design research
• Ability to work collaboratively and communicate with clients about design methodologies and artefacts.
• Experience in mentoring and coaching colleagues
• Knowledge of existing and emerging service design tools and methods (Adobe suite, Miro, Figma etc.
• Experience in leading small project teams to deliver project
• Knowledge of existing and emerging service design tools and methods
• Experience in running online and offline workshops.
• Proven history of delivering results on time and within budget.
• Accustomed to working collaboratively with clients and cross-functional team members.

Join Us 

At Serco, we believe there is a place here for everyone. A place where you can bring your authentic self to work every day. Our workplace culture is one that embraces diversity and fosters equity, respect, and belonging for every individual. We are committed to equal employment opportunities and creating an inclusive environment that proudly celebrates the perspectives and backgrounds that each of our employees bring to work every day. 

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 careers.serco.com for more information.