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Senior UX Researcher

Job Req ID:  68982
Posting Start Date:  18-Apr-2021

London, London, GB, SE1 1UN

Contract Type:  Full Time
Job Advertisement: 

Location: London, SE1

Salary: Competitive


ExperienceLab is a Customer Experience research and design agency dedicated to informing investment and design decisions based on tangible customer evidence. Being part of the Serco Group provides unique research and service design opportunities in 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. And as our Senior UX Researcher you’ll play an important role in our customer and user led work.


In this role you’ll lead a small team of consultants to plan and conduct discovery research to uncover the behaviours and motivations of customers and users across a variety of environments (both digital and physical) - and then use your research and design thinking to produce innovative solutions for our client’s business challenges. This will involve creating and contributing to design concepts and recommendations and prototyping. You’ll also plan, co-ordinate and conduct usability tests, expert evaluations and in-depth research interviews in order to create personas, customer journey maps, process flows and more.


​​Another key element of the role will see you supporting with business development initiatives through shaping proposals in response to client briefs. This is a broad and stimulating research role that involves much more than just usability testing.


What you’ll need to do the role:

If you are someone who relishes solving complex problems; is not daunted by tough project challenges or tough stakeholders; feels comfortable dealing with ambiguity or a lack of structure, such as projects with a wide brief or where you need to work out the way forward and come up with an approach, then we want to hear from you!


Your approach will be “How can we do this” rather than “we can’t do that”. You won’t shrink from being involved in business development and contributing to proposal writing and you will feel strongly about helping shape and contribute to the growth of our team and our practice.  


This is a varied and challenging role for a mid-senior level Consultant with extensive experience in UX research or a Service Design background. We are keen to hear from those who have Government Digital Service experience and those who have experience in mentoring, coaching junior team members. Employees will be working remotely. 


Why Serco?

Meaningful and vital work: We work to improve services and experience, which ensures that everyone providing or using a service and/or digital product get what they need from it. We deliver sustainable improvements through innovative user-centred design, delivering efficiencies and savings for our customers;

A world of opportunity:  The opportunities are endless, our reach is global, internally for Serco and for our other clientele and we also have a new bespoke state of the art office in Dubai;

Great people:  Our highly skilled team of researchers and designers are committed to delivering great outcomes, We are a diverse and close knit team hailing from a range of professional backgrounds as well as cultures and continents, check us out here: ;


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 activites;
  • 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, information architects, interaction designers and transformation experts. In addition, our brand new, 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.  Apply today for a chance to join our team!


For more information on the work we do at ExperienceLab, please visit us at


About Serco

At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services.  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.


By joining Serco you will have unlimited access to our Global Employee Networks – SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability) and In@Serco (LGBT & Networks). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging. 



Please click on the apply button to complete your application. Occasionally we receive a large volume of applications for our roles and when that happens we sometimes bring the closing date forward, so please apply promptly to avoid disappointment. 


We’re a Disability Confident employer and are committed to equal opportunities. If you have any additional queries, requirements or you need more time to apply, then please contact our recruitment team directly on 0345 010 4000. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview.


Serco supports fair access to employment for those with unspent criminal convictions through the ‘Ban the Box’ pledge (some may be exempt due to the nature of the role and the security clearance required).

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