ExperienceLab is a Customer Experience research and service design agency dedicated to delivering meaningful outcomes and innovative transformations for organisations, customers, and citizens. Being part of the Serco Group provides unique research and service design opportunities in challenging environments such as hospitals and prisons, where our work can make a real difference to people’s lives. We also have a successful and growing private sector client base, working with some truly exciting and innovative brand names. As our Service Designer you’ll play an important role in our customer and user led work.

We’re looking for someone who can help transform services by putting customers and citizens at the heart of the process. If you’re a strategic thinking with a strong track recrod working across physical and digital services then get in touch.

Key responsibilities

  • Using your research and 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.
  • Helping complex orgs transform their service offering through compelling service design
  • Thinking strategically and understanding the ‘so what’ behind research insights
  • Taking research insights and turning them into service and design recommendations, communicated in compelling ways appropriate for your audience.
  • Shaping responses to client briefs and developing research plans and proposals.
  • 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.
  • Presenting to and managing clients and stakeholders, the role requires excellent communication and presentation skills.
  • Planning and conducting field research to uncover the behaviours and motivations of customers and users (using techniques such as contextual enquiry, preparing and running workshops and co-design sessions with customers and stakeholders).
  • Creating personas, customer journey maps, blueprints, process flows etc.
  • Using design thinking to create or contribute to design concepts and recommendations and, sometimes, prototyping.
  • Acting as a mentor for more junior staff.
  • Come join our team at EL and help us grow and scale in new ways. We are currently working remotely but with a London office post Covid restrictions.

    Why Serco?

    Working with us you’ll have the chance to further your career through:

  • Exposure to a very diverse range of projects and challenges: UX usability testing, CX, business and service-related research
  • Work in a collaborative, demanding environment where you can influence outcomes
  • Work on projects that have a positive social impact
  • Expand and develop your skills rapidly
  • What we offer:

  • Competitive Salary (dependent upon skills and experience);
  • Up to 6% contributory pension scheme; eligible for company bonus and single healthcare cover; Cycle Hire Scheme;
  • Regular team building activities;
  • We offer flexible/agile working environments and the chance to buy annual leave as part of the Annual Leave Purchase Scheme;
  • The chance to make a positive difference to our customers in a company passionate about diversity and inclusion;
  • We are a dedicated team of user experience researchers, UX designers, service designers, and transformation experts. In addition, our state of the art, research studios near London Bridge provide a contemporary environment which is not only fantastic for our clients but also offers a brilliant team working space. For more information on the work we do at ExperienceLab, please visit us at .

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