ExperienceLab, Serco

Qualitative Insight Lead

Posted on:
September 5, 2021

We’re looking for a Qualitative Insight Lead who can help us manage and grow our qualitative research capabilities in new and exciting ways.

Our mission at ExperienceLab is to deliver world class customer insight and service design in both the public and private sector. We want to help organisations put people at the heart of their decision making – from improving the experiences of our client’s customers to providing findings that impact citizens in meaningful ways – our work matters.

We’re looking for someone with extensive experience across a range of qualitative user research methods. Someone who has experience developing and instilling best practice methodology and providing critical expertise to our team and clients on the topic of qualitative user research.

In this role, you’ll report to our Head of Insight, and work closely with the Quantitative Insight Lead to help make our vision a reality.

What you’ll do everyday

As Qualitative Insight Lead, you will both lead project work and be responsible for developing the qualitative research capability within our team. This means you will:

  • Lead and support on qualitative project work across a range of our clients
  • Present insight to clients and the team to be used as the groundwork for solution design
  • Work with our other capability leads to design best practice approaches for our practice, projects, and proposals
  • Identify training opportunities and conferences that will help the team develop in qualitative research skills
  • Own the qualitative methodology part of our practice toolkit and processes
  • Be the expert in exploratory and evaluative qualitative methods within the team, know when, how, where, and why we use them. Including:
  • User interviews
  • Moderated usability studies
  • Card sorting
  • Concept testing
  • Diary studies
  • Contextual inquiry/ethnography
  • Focus groups/User workshops
  • Co-design/participatory research
  • Demonstrate an excellent understanding and experience of using qualitative methods within the product/service design lifecycle
  • Have a good understanding of how to use quantitative methods alongside qualitative to gain depth and validity in our insights

About you

  • You have 5+ years of hands-on experience delivering a range of qualitative research insight at different parts of the product/service design lifecycle
  • A masters or bachelor’s level qualification in a related research or design field
  • You’re curious and passionate about research, and thrive on finding out what makes people tick
  • You’re pragmatic in your approach and understand the commercial impact of your decisions and ideas
  • You’re a strong communicator and love presenting your work and writing compelling research narratives
  • You’re diligent and disciplined in don’t mind getting stuck in to ambiguous and meaty research challenges
  • You enjoy sharing learnings with different groups of stakeholders, from clients to our team to senior leadership
  • You’re proactive, kind, and adaptable, with a mature, resilient, and positive mindset
  • You are great at explaining ideas and processes and are able pass this knowledge onto others through written guides, informal training and mentoring
  • You’re solution driven and like to solve problems by identifying ideas and actions for continuous improvement

Our recruitment process

  • Initial call with an EL Researcher (30 min)
  • Capability interview including a task, and a range of competency-based questions (90 mins)
  • Final interview with our MD (60 mins)

We are part of Serco

We are part of Serco and this enables us to apply our skills to make a real difference in peoples lives. In addition to our thriving private sector client base, you will have the opportunity to create real change across key areas such as Justice, Health and Transport.

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. Apply today for a chance to join our team

For more information on the work we do at ExperienceLab, please visit us at https://www.experience-lab.com/.

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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