Experience Design Associate

4 weeks ago

Riyadh, Ar Riyāḑ, Saudi Arabia Serco Plc Full time

Experience Design Associate
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.

The ideal candidate should be able to establish effective relationship with a wide range of stakeholders inside and outside their immediate working environment, valuing the contributions from others and leveraging networks across the whole of Serco, and always alert to the customer's point of view and demonstrates a sense of urgency.

This role will be based in our Riyadh support office.

Key Accountabilities

  • Conducting customer research activities 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.
  • Map and analyse existing business processes to identify areas for improvement.
  • Communicate key insights and findings to stakeholders.
  • Communicate effectively to ensure alignment between business needs and service design objectives.
  • Provide regular reports on project progress, key findings, and recommendations to both internal teams and clients.
  • Stay informed about industry trends and best practices to bring innovative ideas to the service design process.
  • Have strong communication skills and be confident presenting your research proposals and service design deliverables.
  • 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 master in a related subject, for example Psychology, HCI, Service Design, Product Design or similar.
  • Strong communication skills both verbal and written.
  • Ability to work collaboratively and communicate with clients about design methodologies and artefacts.
  • 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 for more information.

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