Serko Ltd.

Lead UX Researcher

Serko Ltd.
Auckland, NZ
Posted on:
August 25, 2020

Serko is an award-winning business travel and expense software company that's winning on a global scale. We're already the established leader in Australasia and revolutionizing the way people do business travel in the USA and Europe - and we're growing!

While the world of business travel is changing, we're preparing companies for this with intelligent technology that helps them ensure the continued safety and wellbeing of their travelers - allowing for complex approvals where needed, giving real-time information about precautions taken by transport and accommodation suppliers, tracking and restricting travel around the globe, increasing the flexibility of bookings, giving true visibility and control over costs - and we're not stopping there. We're backed by the likes of and there is an exciting road ahead of us at a time where travel needs real, impactful change.

We're hiring people from different backgrounds, experiences, abilities and perspectives to help us build a world-class team and product.


As a UX Researcher at Serko, you will strategically lead the development of Serko's research discipline to foster user-centered design thinking and collaborate with cross-functional teams to leverage research methodologies that deliver insights to drive informed decision-making.

This is a β€˜player-coach' role - while undertaking your own research activities, you'll provide mentorship and critique to Product Designers in Auckland and Minneapolis. Within cross-functional teams, you'll advocate for and drive adoption of best-practice design research methods, ensuring team engagement in studies and a shared understanding of research findings.

You'll contribute to the overall design strategy, while building relationships with key stakeholders and leaders to evangelise design thinking throughout the organization. Your work will create alignment on user needs, product strategy and inform long-term roadmaps.

What you'll be doing

  • Work collaboratively with product managers, software engineers and designers
  • Design, plan and facilitate workshops during discovery and delivery
  • Gather data about the market, user needs and behaviours through desk research and field research
  • Attend client visits with cross-functional teams to gather first-hand observations of real-world usage and support partners in developing relationships with key customers
  • Synthesise findings and data into insights that can be communicated in a coherent and truthful story that resonates with stakeholders
  • Contribute to strategic planning and produce business cases where required for larger initiatives

What you'll bring to the team

  • You'll have 5+ years of proven design research experience in software and be able to articulate how your work in this area has made an impact.
  • You'll have a wealth of experience with a variety of quantitative and qualitative research techniques and methodologies, designing and facilitating workshops. You'll be familiar with all the usual tools and techniques including canvases, ideation, personas, journey maps, wireframes and prototypes.
  • You understand complex needs across product teams and are able to identify the correct research methodologies and techniques to apply at the right time.
  • You'll be able to clearly communicate user needs and insights to both technical and business stakeholders to influence and inspire change.
  • You thrive in a collaborative, team environment and can provide mentorship that elevates the practice of the entire team.
  • You are comfortable with rapid change and the dynamic environments that comes with working in a high-growth tech company.
  • You understand the value of first-hand observation of users and won't mind a bit of travel to conduct research where required.
  • Bonus points if you have experience in Design Systems, Chatbots, Artificial Intelligence, Analytics, Information Design and/or a passion for Travel.


Serko's people are rewarded for their efforts with a great salary, competitive benefits, flexible remote working, discounted travel, and awesome offices with games, exceptional coffee, fresh fruit and snacks, and a great social atmosphere. Our environment is upbeat, energetic and fun - and we look for people to add to our culture, not just fit our culture. We value people who have personal integrity, are adaptable, and are courageous with what they do. The pace is energetic, and Serko's people work collaboratively with energy and enthusiasm - so you'll want to be up for the ride. If you're up for a challenge at its most crucial time in history and are excited about joining our team in Auckland, we'd love to hear from you.

To find out more about working at Serko go to

Serko is a NZ Immigration Accredited Employer.


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