Join us

Our mission is to help organisations put people at the heart of the decision making, and design. We work with our clients to deliver improved products, services and experiences that have real impact. Would you like to join us?

Why ExperienceLab?

We are a diverse and close knit team hailing from a range of professional backgrounds as well as cultures and continents.

We love welcoming motivated, kind, thoughtful people who will bring out the best of our findings, our solutions, and ourselves.

Whilst we are well established, our staff profile is diverse, and we work to create and maintain a vibrant and mutually supportive environment.

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.

“Working at ExperienceLab is really rewarding. Projects are creative, intellectually stretching mix of public and private sector, and the team culture is close-knit and supportive.”

Alexa ChanDesign Consultant, ExperienceLab

Work on exciting projects that really make a difference

Our work encompasses User Research and Service Design, UX and Interaction Design, delivering iterative improvements and innovative transformations.

Our projects vary greatly, from usability testing digital prototypes in the lab, to immersing ourselves in an environment to understand how people behave, what motivates them and what opportunities there are to improve experiences.

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Apply to join the ExperienceLab team

1

Apply via the link in the job listing

Review the job spec below and apply via the portal
2

Apply direct

Let's connect! If you have any questions or would like to reach out direct. Send your CV and Covering Letter to: [email protected]
3

Don't feel the roles above are right for you, but still interested in joining us?

We're always on the lookout for passionate, talented people - so please send your CV to: [email protected]

Active roles:

Service Designer

The role
We’re looking for someone who can help transform services by putting customers and citizens at the heart of the process. If you’re a strategic thinking with a strong track record working across physical and digital services then get in touch.

Key responsibilities

  • 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.
  • Helping complex orgs transform their service offering through compelling service design
  • Thinking strategically and understanding the ‘so what’ behind research insights
  • 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 co-design sessions with customers and stakeholders).
  • Creating personas, customer journey maps, blueprints, process flows etc.
  • Using design thinking to create or contribute to design concepts and recommendations and, sometimes, prototyping.
  • Acting as a mentor for more junior staff.
Come join our team at EL and help us grow and scale in new ways. We are currently working remotely but with a London office post Covid restrictions.

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 [email protected] with the subject line: Service Designer

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

Senior UX Researcher

The role
This is a varied and challenging role for a researcher with at least 4+ years of experience as a UX researcher or service designer.

Key responsibilities

  • 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 challengesor 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

 

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 [email protected] with the subject line: Senior UX Consultant

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

UX Researcher

The role
This is a varied and challenging role for a junior to mid-level candidate 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?

 

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 [email protected] with the subject line: UX Consultant

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

Employee benefits:

6% Pension Contribution

Matched employer pension contribution of up to 6% of salary

A training budget every year for everyone

£500 to spend on training, you are encouraged and supported to learn and develop

Wheely good transport benefits

Cycle-hire schemes and other travel benefits are available

Loads of discounts and benefits via Serco Benefits

With Serco Benefits, you get access to a large number of retailer discounts

Regular social activities

Daily brews, weekly knowledge shares and monthly socials

Be a do-gooder!

Two days volunteer leave each year

Annual Bonus

Eligible roles receive an annual performance related bonus

Private Medical Insurance

Eligible roles receive private medical insurance

LEARN MORE ABOUT WHAT WE DO

We help you to better understand your users, designing with them, to improve your product or service, and giving them a measurably better experience

OUR SERVICES