Senior UX Researcher

Posted on:
July 30, 2020

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.

About Us:

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 challenging environments 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. Our work encompasses Service Design, UX and Interaction Design with the emphasis always firmly on being customer/user led.  

We have a dedicated team of expert customer 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.

About the Role:

This is a varied and challenging role for a researcher with at 4+ years of experience as a UX researcher or service designer. Key responsibilities include;

  • Using your research and 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.
  • Taking research insights and turning them into service and design recommendations, communicated in compelling ways appropriate for your audience.
  • Shaping responses to client briefs and developing research plans and proposals.
  • Leading small teams of consultants to deliver small and medium sized projects with minimal oversight from account managers, or work as part of a team on bigger projects.
  • Presenting to and managing clients and stakeholders, the role requires excellent communication and presentation skills.
  • Planning and conducting field research to uncover the behaviours and motivations of customers and users (using techniques such as contextual enquiry, preparing and running workshops and focus groups with customers and stakeholders).
  • Creating personas, customer journey maps, process flows etc.
  • Planning, coordinating and conducting lab based UX research, expert evaluations and in-depth interviews.
  • Using design thinking to create or contribute to design concepts and recommendations and, sometimes, prototyping.
  • Acting as a mentor for more junior staff.

This is a broad and stimulating research role that requires someone who is interested in trying their hands to a wide range of tasks and responsibility.

About You:

Are you 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. Your attitude will be one that is “How can we do this” rather than “we can’t do that”.
  • Won’t shrink from being involved in business development and contributing to proposal writing.
  • Feels strongly about helping shape and contribute to the growth of our team and our practice.

What we can offer you...

Working with us you’ll have the chance to further your career by:

  • Be exposed to a very diverse range of projects and challenges: UX usability testing, CX, business and service related research
  • Work in a collaborative, demanding environment where you can influence outcomes
  • Work on projects that have a positive social impact
  • Expand and develop your skills rapidly


  • Life Insurance
  • Regular team-building activities
  • A training budget
  • Cycle-hire scheme
  • Corporate discounts
  • Two days volunteer leave each year


Our success is a reflection of our people and that is why it’s important that we reward you, to say thank you for the dedication to Serco. One of the ways we do this is by providing a wide range of core and voluntary employee benefits to you do more with their money. Along with a competitive you will benefit from 25 days annual leave plus bank holidays, contributory pension (matched up to 6%), training & development opportunities, and as a valued employee you will have access to a world of exclusive discounts and privileges including Cycle to Work scheme, Mobile Phone discounts, Merlin Attractions and more!

What to do next…..

If you are interested in joining our successful team; where you will benefit from a wealth of knowledge, expertise and personal growth, please apply now and upload an up to date copy of your CV and cover letter.

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

On occasion we receive significantly more applicants than expected for some vacancies and under such circumstances we reserve the right to bring forward the closing date of the advertisement. We therefore strongly advise you to apply for the role promptly to avoid disappointment should the closing date be brought forward. Serco is a Disability Confident Employer committed to employing and retaining people with disabilities.  Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview. For help with your application please contact 0345 010 4000.

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