The role

In this role, you’ll report to our Head of Design Solutions, and work closely with the Head of Insight and Service Design Lead to help make our vision a reality.  As a Senior Service Designer, you will both lead project work and be responsible for developing fantastic service design deliverables. This means you will:

• Possess good project management practices that brings rigour, structure and predictability to your team and clients
• Use research insight from our insights team to identify and craft meaningful service solutions
• Be the expert in identifying and crafting meaningful service solutions; know when, how, where, and why to use which methods and design techniques and deliverables. Including: Service blueprints; User/customer journey maps; Scenarios and story boards; Service ecosystem mapping; Process mapping; Service role play; Visualisation and concept design
• Demonstrate an excellent understanding and experience of service design methods and outputs within the product/service design lifecycle
• Have a good understanding of how and when you need to draw on qualitative or quantitative insight in order to explore, evaluate or iterate your service design solutions
• Are comfortable drawing on other business and strategy related frameworks that supports e.g. systems thinking, digital transformation and organisational change
• Have experience implementing solutions that are desirable, viable and feasible for an organisation to deliver and are supported with change initiatives and implementation recommendations
• Be able to bring concepts to life through prototyping, wireframing and solution design

What you’ll need to do the role:

You’ll have extensive experience across a range of strategic solutions and service design projects along with a masters or bachelor’s level qualification in a related research or design field. Experience managing a team who deliver high quality work is essential.

You’ll be curious and passionate about research and thrive on finding out what makes people tick. Pragmatic in your approach, you’ll understand the commercial impact of your decisions and ideas. As a diligent and disciplined individual, you won’t mind getting stuck into ambiguous, meaty research challenges. You’ll be proactive, kind, and adaptable, with a mature, resilient, and positive mindset

Naturally a strong communicator you’ll love presenting your work, writing compelling research narratives and you’ll enjoy sharing learnings with different groups of stakeholders, from clients, to our team to senior leadership.

Great at explaining ideas and processes you’ll have the ability to pass this knowledge onto others through written guides, informal training, and mentoring. Solution driven, you’ll 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)

How to apply

Applications are managed through our parent company, Serco. Please click here to apply for this role. [Opens in new tab]

For any other info please contact us at careers@experience-lab.com with the subject line: Senior Service Designer

Candidates only – please don’t contact us if you are a recruiter.

The role

We’re looking for someone with experience across a range of qualitative user research methods. Someone who is well versed in the research methodology toolkit and who is passionate about delivering human centred services.  In this role, you’ll report to an Insight Lead to help make our vision a reality. As a Junior User Researcher, you will support the delivery of project work and contribute to developing the user research capability within our team. This means you will:

• Support project work across a range of our clients
• Carry out research activities from attending kick off meetings, recruiting participants, preparing discussion guides, and supporting the moderation of research sessions
• Work with others to analyse and synthesise research data
• Communicate insight to others in a format they can understand and use
• Work under mentorship of more senior user researchers to learn and support the development of best practice approaches for our practice, projects, and proposals

What you’ll need to do the role:

We are looking for individuals with relevant experience in a similar role and a masters or bachelor’s level qualification in a related research or design field. You’ll have a basic understanding of, or ideally experience of, how user researchers design and conduct either/both qualitative and quantitative research studies along with an understanding of basic techniques for analysis and synthesis of research data.

With strong communications skills you’ll be able to effectively present insight in a clear and actionable format.  Naturally curious and very passionate about research you’ll thrive on finding out what makes people tick.  Pragmatic in your approach, you’ll understand the commercial impact of your decisions and ideas. As a diligent and disciplined individual, you won’t mind getting stuck into ambiguous, meaty research challenges. You’ll be proactive, kind, and adaptable, with a mature, resilient, and positive mindset

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)

How to apply

Applications are managed through our parent company, Serco. Please click here to apply for this role. [Opens in new tab]

For any other info please contact us at careers@experience-lab.com with the subject line: Junior User Researcher

Candidates only – please don’t contact us if you are a recruiter.