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Full-time User Experience Research Consultant

at Serco in London

Do you deliver just research, or do you help deliver solutions?
For us, research is often just the beginning… This is a varied and challenging role for a mid-level UX-er, probably with at least three years commercial or public sector experience.

The role will involve:
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.
Helping shape responses to client briefs.
Managing and delivering small projects with minimal oversight from project managers or senior consultants, or work as part of a small team on bigger projects.
Presenting to and managing clients and stakeholders, the role requires good communication and presentation skills.
Planning and conducting primary 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 usability tests, expert evaluations and in-depth interviews.
Developing complementary quantitative approaches where needed, eg. online questionnaire design
Using design thinking to create or contribute to design concepts and recommendations and, sometimes, prototyping.

This is a broad and stimulating research role that requires much more than just doing usability testing. If you are interested purely in UX, this might not be the role for you.

Who we’re looking for – someone who can add to & make a difference within our team

Take pride in your work, problem solver, gets things done?

We would love to find a motivated generalist who:
Is attracted to UX/CX research not just for its own sake but for the impact that it can make in CX, service design and business outcomes
Is passionate about and committed to delivering great work on all their projects. You’ll be someone who wants to take ownership of a project or your part in it.
Relishes solving difficult problems. Not just UX problems but also service design problems, for example, “Why aren’t customers using this retail facility?” or “How can we help a borough council solve an anti-social behaviour issue that costs them a lot of money each year?”. So you enjoy seeing the value of UX/CX research translated into organisational and business change.
Is not daunted by tough project challenges or tough stakeholders—in fact you’ll welcome those challenges because you know that’s where you’ll learn the most.
Gets enthusiastic at the prospect of presenting to clients and happy to engage and interact with business owners, not just UX/CX specialists.
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”.
Can work in a self-directed, flexible and adaptable manner
Has a strong interest in all things related to design, as well as research.
Is interested in the commercial success of the company—you understand the importance of sound commercial engagements.
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.

About us and what we can offer you

We’re a friendly, collaborative team of 16 in central London. We’re going through a period of re-invention and so our current vibe is a bit like a start-up, even though we’re not!

We’re a small team inside a big multi-national services organisation, with all of the challenges and opportunities that brings.

We work with commercial clients large and small, with public sector clients (such as hospitals, councils, Defence organisations), and on projects internal to our parent company Serco. It’s our job to bridge the gap between UX/CX, service design and corporate imperatives.

Working with us you’ll have the chance, early in your career to:
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

We’re an eclectic team of different ages and backgrounds, from HCI to technical writing, market research, start-ups and management consulting. We offer:
Regular team-building activities
A training budget
A competitive package
Two days volunteer leave each year

What you need to do now

Apply for the role, we are waiting to hear from you!


Recent UX jobs at Serco
Full-time Senior Service Design/Research Consultant at Serco in London 05-04-2017
Full-time Senior Service Design UX Consultant at Serco in London 30-09-2016
Full-time User Experience Research Consultant at Serco in London 05-08-2016

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Published on 05-04-2017