Serco

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Experience Design Consultant (Talent Pool)

Job Overview

Job Advertisement: 


Experience Design Consultant (Talent Pool)
Make a difference every day 

We are a multinational organisation with a global team of 50,000 colleagues. In the Middle East we operate in the Transport, Defence & Advisory sectors, delivering services in Asset Management, Customer Experience, Fire & Rescue and Air Navigation Services. We are innovators, committed to redesigning and improving public services to fulfil our purpose to impact a better future by “Bringing National Visions to Life”.  
 
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. An ideal candidate should have strong communication skills both verbal and written and have the ability to work collaboratively and communicate with clients about design methodologies and artefacts.

 

This role can be based in our corporate office in Dubai or Riyadh.  
 

Key Accountabilities 

  • The Experience Design Consultant 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).
  • Use 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.
  • Ability to deliver small and medium sized 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.
  • Work collaboratively with multi-disciplinary team members and clients.
  • Using design thinking to create or contribute to design concepts and recommendations and, sometimes, prototyping.

 

Specific Requirements 

  • Undergraduate degree and or masters degree.

  • A minimum of 2 or 4 years and more of relevant experience in a relevant role is expected, ideally in a customer research, service design or experience consulting role.

  • Relevant experience in service design or related role such as user experience design or design research 

  • Knowledge of existing and emerging service design tools and methods (Adobe suite, Miro, Figma etc…)

 

What’s in it for you? 

At Serco, our core values drive everything we do, and we believe in fairly compensating our colleagues for the value they bring to our organization. We are proud to offer a total reward package at Serco which includes: 

  • Competitive monthly pay and allowances that are commensurate with the role and industry standards 

  • Comprehensive medical insurance coverage and life insurance, so our employees can feel secure in their health and financial wellbeing 

  • We recognize the importance of work-life balance, which is why we offer competitive leave benefits that exceed industry standards 

  • We offer an annual airfare allowance to support our expat colleagues to stay in touch and visit their loved ones 

  • We pride ourselves on providing a supportive work environment where we foster a positive Safety-First culture 

  • We care deeply about our colleagues’ wellbeing and offer access to wellbeing programs and platforms to support their physical, mental, and emotional health. 

  • As a global organization, we offer a vast array of career paths for our employees to choose from. The scale and breadth of our organization provides our colleagues with opportunities for growth and variety in their career path, both regionally and globally. 

 

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 www.serco.com/careers for more information.