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 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.

About the role

This is a varied and challenging role for a junior to mid-level with either a UX research or a Service Design background.

Key responsibilities:

  • Using your research and design thinking skills across a variety of environments (both digital and physical services) to help translate business challenges into innovative outcomes for internal and external clients.
  • Planning and conducting discovery research to uncover the behaviours and motivations of customers and users
  • Planning, coordinating and conducting usability tests, expert evaluations and in-depth interviews.
  • Taking research insights and turning them into service and design recommendations, communicated in compelling ways appropriate for your audience.
  • Creating personas, customer journey maps, process flows etc.
  • Using design thinking to create or contribute to design concepts and recommendations and, sometimes, prototyping.
  • Managing and delivering your work with minimal oversight from project managers.
  • Presenting to and managing clients and stakeholders.
  • Supporting business development through shaping proposals in response to client briefs.

This is a broad and stimulating research role that involves much more than just doing usability testing. Interested? Let’s have a chat.


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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