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Experience Design Lead (Talent Pool)

Job Req ID:  277704
Posting Start Date:  03-Mar-2023

Dubai, Dubai, AE

Contract Type:  Full Time
Job Advertisement: 

Experience Design Lead - Freelance Talent Pool

Make a difference every day


The 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.


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.



Key accountabilities

  • The Experience Design Lead 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).
  • 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.
  • Work collaboratively with multi-disciplinary team members and clients.


What we are looking for in our candidates:

  • Actively supports team members who initiate change or take risks and seeks ways to increase the delivery of services, being mindful of key financial indicators.
  • Sets clear team objectives and establishes courses of action for self and others to ensure that work is completed on time.
  • Sets challenging goals for both self and team and works to achieve or exceed goals. Shows drive to make a difference to individuals, team and local community.
  • 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 you lead to ensure these are managed to time, quality and budget, including ensuring that team members working on the project they lead also deliver to time quality and budget.
  • Presenting to and managing clients and stakeholders, the role requires excellent communication and presentation skills.


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.
  • 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.
  • Knowledge of existing and emerging service design tools and methods (Adobe suite, Miro, Figma etc.)
  • Accustomed to working collaboratively with clients and cross-functional team members.
  • Experience in leading small project teams to deliver projects
  • Experience in mentoring and coaching colleagues
  • 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.  


Working with Serco

At Serco, not only is the nature of the work we do important, everyone has important role to play.


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

Take pride in what you do

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 for more information.

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