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 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.
Apply to join the ExperienceLab team
Active roles:
Senior Service Designer
The role
We’re looking for someone who can help us manage and grow our service design solution capabilities in new and exciting ways.
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.
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 Service Designer
Candidates only – please don’t contact us if you are a recruiter.
Junior User Researcher
The role
We’re looking for a Junior User Researcher who can help us deliver and grow our research capabilities in new and exciting ways.
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.
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.
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: Junior User Researcher
Candidates only – please don’t contact us if you are a recruiter.
Insight Lead
The role
We’re looking for an Insight Lead who can help us manage and grow our research capabilities in new and exciting ways.
In this role you’ll lead & support project work and be responsible for developing the qualitative and quantitative research capability within our team. This means you will:
- Present insight to clients and the team to be used as the groundwork for solution design
- Work with our other capability leads to design best practice approaches for our practice, projects, and proposals
- Identify training opportunities and conferences that will help the team develop in both qualitative and quantitative research skills
- Help maintain our research practice toolkit and processes
- Be the expert in exploratory and evaluative methods within the team, know when, how, where, and why we use them.
- Demonstrate an excellent understanding and experience of using research methods within the product/service design lifecycle
- Have a good understanding of how to use research methods to gain depth and validity in our insights
What you’ll need to do the role
We’re looking for someone with extensive experience across a range of both qualitative and quantitative user research methods. Someone who has experience developing and instilling best practice methodology and providing critical expertise to our team and clients on the topic of user research. You’ll have extensive experience in hands-on delivery using a range of qualitative and quantitative research insight at different parts of the product/service design lifecycle along with a masters or bachelor’s level qualification in a related research/design field.
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.
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: Insight Lead
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
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