ExperienceLab Director

ExperienceLab Director
Impact a better future

Serco:

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.

+impact: 

+impact, Serco’s advisory business, specialises in operational transformation and advisory services for government, critical national infrastructure, and regulated business.

We bring real-world front-line operating experience and practical insights drawn from successfully delivering the most complex contracts and service solutions around the world. 

We help our customers set-up and transform their operations by optimising efficiency, improving the service experience and attaining best in class safety and environmental performance. Our practice areas include organisation resilience, experience design, operational and digital transformation, asset & facilities management, HSQ and sustainability.

Our work ensures a positive impact where it matters most.

We’re different because we do.

 
Your Opportunity  

We are seeking an ExperienceLab Director to lead this newly established function within Serco Middle East. The role will be responsible for shaping and delivering the ExperienceLab strategy, ensuring alignment with the broader Serco ME strategic objectives.

The ExperienceLab Director will oversee solution development, support business development activities, and contribute to marketing and brand positioning. The role also entails the effective deployment of resources—across people, technical, financial, and physical assets—to successfully deliver contracts and projects. In addition, the position will be responsible for building and leading a high-performing team, driving staff development, and managing the function within the approved budget.

The ideal candidate should have the Ability to think strategically, execute quickly and adjust plans to meet organisational needs, good judgment and decision-making skills and to manage people successfully.

This role is part of the management team and will be based in our corporate office in Dubai.

Key Accountabilities

This role is responsible for establishing and growing ExperienceLab in the Middle East.

The individual will require a full understanding of the local market, clients and competitors and how to structure approaches in a particular way in order to win business.

Performance is judged through achievement of business objectives (service/specification, financial, growth, etc.).

The role represents Serco ME in the external environment, identifying and managing clients, influencing developments, understands and imports best practice.

 Specific accountabilities:

Building the ExperienceLab capability in the ME

• Develop the ExperienceLab strategy for the ME aligned to the Divisional strategy with EL as a service across all sectors
• Identify and develop the required capability for the ME market
• Development and implementation of strategies and policies, development and deployment of plans

Team recruitment and management

• Building and sustaining a team according to business need
• Building capability within the team and professional development
• Staff management for all ExperienceLab team members, either directly or indirectly through managing other people managers.

Pipeline building

• Building a pipeline of work for ExperienceLab in line with the Serco ME strategy
• Reporting on pipeline evidenced through direct engagements and proposals
• Support the Serco ME Growth team to grow the pipeline for Serco ME

Business integration

• Making ExperienceLab Dubai part of the Serco ME business by active awareness across the Serco ME business and evidence of use within both the business development space and by operational contracts
• Development and delivery of solution propositions, proposals, presentations and costing models, with appropriate support from the Growth team in response to internal and external customers needs

Profile building

• Profile building for the ExperienceLab capability in the Middle East
• Work with the SME Marketing and Comms team to build brand awareness of the ExperienceLab Dubai

Financial control and reporting

• Work with the executive sponsor to develop the necessary annual budget to deliver the Experiencelab strategy, define appropriate financial controls and reporting structure
• Deliver the ExperienceLab within the agreed annual budget and targets

Specific Requirements

• Degree holder in a related subject e.g Design, Service Design, Psychology, User Experience, Behavioural Science, Human Computer Interaction Design, etc
• 12–15+ years in consulting / business development, with leadership experience
• Experience across CX/UX, Service Design, Digital Transformation (government, aviation, infrastructure)
• Strong business development, revenue growth, and pipeline ownership
• Proven client acquisition with an established UAE/GCC network
• Expertise in commercial strategy, negotiation, and deal closure
• Ability to build and lead teams
• Strong stakeholder management and C-level influence

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. 

Join Serco and be part of a values-driven organization that invests in the development and well-being of its employees and offers a rewarding and fulfilling career.

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.